1. Introduction

To ensure consistent handling of complaints/Appeal received about the service that either Yuva Skill Foundation or its clients provide.

2. Scope

Complaint: To ensure that Yuva Skill Foundation handle customer complaint received in a positive manner and that our performance in dealing with customer feedback is monitored. To ensure that we derive maximum benefit from any criticism, compliment or comment and, if necessary, ensure corrective actions and quality improvement actions are implemented. Customer complaint/feedback is important in the development of Yuva Skill Foundation Management Systems and can be used to identify dissatisfaction as much as satisfaction and aid our identification of areas where likely changes could be made in the way we conduct our business. The purpose of this procedure is to identify how the dissatisfaction is resolved and corrective action is addressed in Yuva Skill Foundation.

When TP disagree with the decisions made by Yuva Skill Foundation related to their assessment process, they must declare in writing, the reasons for disapproval to Yuva Skill Foundation, and ask for a re-evaluation, via email, within 30 days from receiving Yuva Skill Foundation’s initial decision. Re-evaluation requests received after 30 days will not be processed. Re-evaluation requests are not considered complaints.

Appeal: During the process of assessment and certification, conflicts sometimes occur that cannot be resolved via the normal line processes. These can range from disagreements on nonconformities to decisions on the assessment and certification issue. This process exists to enable such disputes to be settled in formal businesslike manner. The purpose of this procedure is applicable for Yuva Skill Foundation and the complainant. The Appeal shall be submitted after receiving the certification complaint decision and no later than 30 days after receiving the complaint decision. The Appeal shall be submitted in writing, The Appeal, besides the personal information (full name, address and other contact details) of the Appellant, shall include the opinion about the assessment and why the Appellant is not satisfied with first decision, re-evaluation and Yuva Skill Foundation’s review done after the complaint.

Feedbacks and Complaints received through website.

It the responsibility of all assessors during the “closing of Assessment” of all assessment visits to inform the customers about the feedback of assessment and highlight the importance of responding to the same.

3. Process

 

Customer feedback falls into categories, compliments, dissatisfaction comments, complaints, misuse of the logos and other comments that are obtained as a result of customer feedback received. Director, CEO and Manager (Operations) administers all customer feedback related to compliments, dissatisfaction comments, complaints, misuse of Logo received through feedback. BSI units receiving appeals/complaints shall ensure that the persons engaged in the appeals/complaints-handling process are different from those who carried out the audits and made the certification decisions.

Submission, investigation and decision on appeals/complaints shall not result in any discriminatory actions against the appellant.

Feedbacks and Complaints received through website.

It the responsibility of all assessors during the “closing of Assessment” of all assessment visits to inform the customers about the feedback of assessment and highlight the importance of responding to the same.

On a weekly basis Executive will check complaint cell and will review the data. Information related to the dissatisfaction will be marked to CEO copied to Managing Director, Chairman.

Any dissatisfaction comments registered through website with regard to delivery of assessment services by Yuva Skill Foundation, Manager is responsible to communicate with client, investigate and on resolution conveys the output to CEO. He records the compliant resolution status details and closes the complaint.

Complaints Received directly through email or letter.

All complaints received by Yuva Skill Foundation directly through email or letter with regard to the services provided by Yuva Skill Foundation assessment or with regard to Yuva Skill Foundation’s Assessor is forwarded to CEO.

Any valid complaint shall be referred by Yuva Skill Foundation to the client in question at an appropriate time.

She/he investigates internally and with complainant in case of any clarification required and takes suitable corrective action. Once resolved the same is communicated to the complainant. All such complaints and their status of their investigation and corrective action taken are recorded.

Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complainant.

All complaints are reviewed during Management Review Meeting and also during Advisory Board Meeting for taking necessary corrective and preventive action.

Customer Communication

On receipt of any complaint / appeal, the complainant / appellant is acknowledged within 2 working days and after investigation, the outcome is also communicated to him. Depending upon the nature of complaint, every effort is taken to close the complaint within 60 days.

Yuva Skill Foundation shall be responsible for all decisions at all levels of the complaints-handling process. Submission, investigation and decision on complaints shall not result in any discriminatory actions against the complainant.

Formal Communication

Where a client with any complaint of Assessor/Assessment regarding any issue related to the assessment and certification of trainee. The Manager will consult with the Assessor and QA team to determine the facts and obtain all supporting information within agreed timelines. Head C&R must ensure all information necessary to validate for handling all appeals from clients is obtained. Yuva Skill Foundation shall be responsible for gathering and verifying all necessary information to validate the appeal. All communications with the Appellant will be in writing and served on the Appellant at the Registered Office.

Yuva Skill Foundation appoints an Appeal Board which is in charge of the appeal process, and is accountable for safeguarding impartiality with respect to the appeal. The Appeal Board will respond to an appellant in writing (via email) within 30 days after receiving the appeal. It should be noted that this decision is absolute and final. Submission, investigation and decision on Appeals shall not result in any discriminatory actions against the Appellant. In case the appeal decision is in favor of the Appellant, this fee will be reimbursed. If necessary, Yuva Skill Foundation will take appropriate correction and corrective actions. All Appeals, including actions taken, will be tracked and recorded by Yuva Skill Foundation.

Corrective Action

Yuva Skill Foundation will consider the findings of the Panel and take any appropriate corrective and preventive action as required.

Records

Records of any Appeal will be retained by the Head of Compliance & Risk for Five years.

4. Documents and Records

1. Reports and Forms
• Complaint report.
• Feedback Form.
2. Records
• Monthly portal received Feedback/Complaint.
• Customer complaint record.
• Appeal Records