Customer Quality

Company Complaints & Procedure

DEITG believes that all stakeholders should feel that their concerns or complaints can be voiced and will be considered seriously.

DEITG requires that all concerns and complaints are be dealt with as soon as possible. Usually, the best way to achieve this is through informal discussion but formal procedures are provided if this fails resolve the issue.  DEITG must inform stakeholders of any significant complaints or appeals.

Record Keeping

All documentation regarding complaints (including notes of any related meetings and telephone calls), the action taken and the final outcome will be recorded.

Records on complaints will be kept for 3 year(s) from closure of complaint (including any appeal). There shall be clear communication in writing throughout the handling of the complaint and a copy of all written communication should be retained.

Monitoring and Evaluating

The Senior Management will monitor complaints and review the outcomes and ensure that any underlying issues identified by complaints are addressed.

Senior Management will also monitor the operation of the procedures to ensure their effectiveness and will make changes where necessary.

The Complaints Procedure

Stage 1) Informal discussions with members of staff.

Most concerns and potential complaints can best be resolved through informal discussion with the relevant member of the company. Therefore, any complaint or concern should be raised promptly with the Management team.

1.1) If you are unhappy about speaking to the staff member you may make an appointment to discuss the complaint or concern with a member of the Senior Management.

1.2) All Staff will make every effort to resolve your problem promptly at this informal stage.

1.3) Complaints made to anyone other than the management – for instance to an Engineer- will be referred to the appropriate member of staff as above.

Stage 2) Formal Complaints to the Senior Management.

2.1) If you are dissatisfied with the response at stage 1 then you may make a formal complaint. To do so, you must write to the Manager responsible and set out the details of the complaint. You can do so by letter or email (see contact details below).

2.2) The Manager will investigate the complaint and respond in writing. This will normally be within 3 working days of your letter or email, but you will be informed if more time is needed to complete the investigation.

2.3) If your original complaint or concern was about an action by the Senior Manager then you should put your complaint in writing to the Managing Director using the procedure in stage 3, below.

Stage 3) Formal Complaint to the Managing Director.

3.1) If you are not satisfied with the Senior Manager’s response, or if your complaint is about the Senior Manager, you may refer the matter to the Managing Director. To do so you should write to (or email) the Managing Director setting out the full details. The Managing Director will hear the evidence and decide on any action required. This will normally be arranged within 3 working days of your complaint being received, depending on the availability of all concerned. You will be invited to speak to the meeting if you so wish and you may be accompanied by a colleague or representative. After the meeting you will be advised of the outcome in writing. This will normally be within 3 working days of the meeting.

3.2) For most complaints the decision of the Managing Director is final.

DEITG Quality Issue contact details:

The Senior Management, the Board or other members of staff can be contacted through the Company. Write to:

I.T. Generalists Ltd, t/a DEITG, Office 4D Northpoint House, Northpoint Business Park, Mallow Road, Cork, Ireland. T23 AT2P

IASME Certification Appeals Against Marking Decisions (Specific to IASEM/CE Certification with DEITG)

Appeals under this process are restricted to clients who have failed one of the following assessments – Cyber Essentials, Cyber Essentials Plus, IASME Audited Assessment and may have queries about how their answers were marked/validated by their Assessor. Alternatively, Clients (or CB) may have a query about the decision of the moderator regarding an assessment

Clients wishing to appeal must do so within 7 days of receiving the CB’s assessment decision which is in dispute and are advised to keep copies of all documents relating to the appeal.

It is the responsibility of Don English Managing Director to ensure that this process is published, implemented and fully understood by customers undertaking IASME certification.

Definitions:

CB (Certifying Body)

Client (organisation applying for certification)

Assessor (assessor employed by Certifying Body)

Assessment Report (IASME governance assessment report)

Certification (IASME Governance Standard certificate – Gold, Silver, Bronze)

Stage 1)

In the first instance, the CB staff will attempt to answer these questions directly and to resolve the issues identified.  The CB staff will liaise with the client and the Assessor or Moderator to understand the rationale behind any marking and to explain this to the client. In the majority of cases, this will be sufficient to resolve any queries.

Stage 2)

If the client (or CB) remains dissatisfied, the following escalation process will be observed. Details of the issue will be sent to IASME’s CEO by email from the CB with the client copied in. Alternatively, the client may write to IASME’s CEO directly explaining the issue. The appeal will be acknowledged by IASME within 2 working days. IASME Complaints & Appeals against marking decisions policy will then be followed.