Management of complaints and appeals

1. THE POLICY
System Certification Limited (SCL) is committed to providing Services environment that is conducive to the personal and professional development of client. In order to ensure that commitment, SCL has underlined procedures for client to pursue grievances within the company, should such action become necessary, client have the right to file a written complaint without prejudicing his or her status with SCL.
1.1 Complaint Process
The client is encouraged to attempt to resolve all grievances at the lowest possible level. The client should first discuss the problem or complaint with the person whose decision or action is being contested. If the grievance cannot be resolved at that level, the client can submit a formal complaint in writing. A complaint must be based on a claimed violation of SCL policies that has not been resolved through ordinary processes. Any client who brings a complaint has the burden of proof and must provide documentation and evidence to support the allegation. A complaint should normally be filed within 10 working days of the incident or incidents.
1.2 Complaint Guidelines
The client should put his or her grievance in writing based on the identified grievance; The grounds for the grievance; Justification for it based on a claimed violation of SCL rules or policy; The intended resolution method; What the client wants done and submit by to the Administrative Manager (SCL, No. 8B Igwuruta
Road, Rumuokwurusi, Port-Harcourt, Rivers State, Nigeria) OR by Email to:
complaint@managementsystemcertifications.com
The Administrative Manager will ensure that the complaint receives a timely response. The client may appeal the response in writing to the NiNAS for further action if he/she is not satisfied with SCL internal complaints investigation / outcome. This complaint can be made either by post or email.

2. RESPONSIBILITIES
The Administrative Manager is responsible for the implementation of this complaint’s procedure, including the
analysis of data. The customer service officer is responsible for overseeing the process of monitoring and reporting the progress of the complaint and any responses made.
3. COMPLAINT PROCEDURE
1. To SCL, a complaint is an expression of dissatisfaction, made either verbally or in writing, about the
standard of service, actions or lack of action by SCL or its staff, affecting a client or group of clients.
2. For the purpose of upholding human and fairness, SCL has developed compliant procedure that meets
standard and must be adhered by all in order to avoid disorder in the workplace.
3. SCL is committed to providing training services that satisfies client’s expectations and professional
development. In order to ensure this commitment, we have underlined procedures to be followed by
dissatisfied client(s) to complain such shortfalls. If necessary, the client have the right to give a verbal
/ written complaint without prejudicing his or her clientship status at SCL.
4. Client(s) are encouraged to attempt to resolve all dissatisfaction at the lowest possible level. SCL is
committed to ensuring that the client’s complaint is investigated and documented. A formal complaint
should normally be filed within 10 working days of the incident. SCL shall follow any the below
procedures to ensure complaints are timely resolved.
3.1 Informal complaints procedure
These are complaints that requires quick resolution rather than through investigating. In appropriate situation, the complainant should resolve the dissatisfaction directly with the person concerned. If it cannot be resolved by direct discussion with the person concern, then the complainant have the right make complaint to the customer relations officer (CRO).

Customer relations officer is directly in charge of handling all informal complaints. The customer relations officer will attempt to resolve the complaint through informal processes, such as discussion and mediation with the parties. The complaint will be closed if it is resolved to the satisfaction of the parties. Otherwise, the CRO will further escalate the complaint to the Administrative manager for further action(s).
3.2 Formal Complaint Procedure
The Administrative Manager will ensure that the complaint receives a timely response. It can also be another manager at least at the same level with the Admin. Manager. If the complaint is serious or complex, a request can be made for the matter to be referred directly to the Managing Director. The request can be made by the complainant or by the manager handling the complaint.
4. PRELIMINARY INQUIRY
Before commencing a formal investigation, the Admin Manager will normally conduct a preliminary inquiry.
The purpose of a preliminary inquiry is to obtain details about the complaint and assess whether there is sufficient evidence to proceed to a formal investigation and /or refer for a possible misconduct proceeding in accordance with SCL’s agreement with NiNAS
A preliminary inquiry normally involves collecting information from the complainant and the respondent about the complaint. Where this information has already been collected through the informal complaint procedure, it may not be necessary to conduct a preliminary inquiry. A preliminary inquiry should normally be conducted within two weeks. A complaint should not proceed to a formal investigation or misconduct proceeding if there are insufficient evidences (i.e. no prima facie case). The Admin. Manager should notify the complainant and respondent to their decision and reasons for their decision.

5. DETERMINATION OF OUTCOMES
The outcomes of the informal or formal complaint procedure will vary depending on the circumstances. Some possible outcomes include (not an exhaustive list):
1. The parties getting better understanding of the issue
2. An apology
3. A change in training arrangements
4. A commitment to change behaviour
5. Guidance, counselling or warning being issued
6. Disciplinary action.
7. Relief of the affected staff duty
8. Clarification to the client
Under the informal complaint procedure, the CRO handling the complaint is responsible determining outcomes through discussion and consultation with the parties. Under the formal compliant procedure, Admin Manager is responsible determining outcomes and advising the complainant and the respondent.
6. APPEAL TO NiNAS
However, if any client(s) still feel dissatisfied after the implementation of above procedure or have feeling that SCL is incapable of resolving the issue, such client have the right to escalate the complains directly to the Nigeria National Accreditation Services (NiNAS) via the following contact ID:
a) Email:
info@ninas.ng
b) Address: Nigeria National Accreditation System, NiNAS House, 15 Kwame Nkrumah Crescent,
P.M.B. 2851, Asokoro, Abuja, NIGERIA.

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