NABL 132

National Accreditation Board for Testing

and Calibration Laboratories (NABL)

Procedure for Dealing with

Complaints

ISSUE NO. : 06
ISSUE DATE : 19-Apr-2016

AMENDMENT NO. : 00
AMENDMENT DATE : --

AMENDMENT SHEET
Sl

Page Clause
Date of
No.
No. Amendment

Amendment

Reasons

Signature Signature
QM
Director

10

National Accreditation Board for Testing and Calibration Laboratories

Doc. No: NABL 132
Issue No: 06

Procedure for Dealing with Complaints

Issue Date: 19-Apr-2016
Amend No: 00

Amend Date: --

Page No: 1/ 8

CONTENTS
Sl.

Chapter

Page No.

Amendment Sheet

Contents

1.

Purpose

2.

Scope

3.

Responsibility

4.

Composition of Complaint Committee (s)

5.

Procedure

5.1

Receipt of Complaints

5.2

Investigation of Complaints

5.2.1

Procedure for Dealing with Complaints against Conformity

Assessment Bodies

5.2.2

Procedure for Dealing with Complaints against Accreditation

Committee Members and Assessors

5.2.3
5.3
6.

Procedure for Dealing with Complaints against NABL

Reports of Complaints and Other Related Actions

6
7

Records

Annexure I - Form 26A

National Accreditation Board for Testing and Calibration Laboratories

Doc. No: NABL 132
Issue No: 06

Procedure for Dealing with Complaints

Issue Date: 19-Apr-2016
Amend No: 00

Amend Date: --

Page No: 2/ 8

1.

PURPOSE
The document describes the procedure for dealing with complaints received from various sources.

2.

SCOPE

2.1

This procedure deals with all complaints received by NABL from any source including information
from regulators / government department - against the quality of the services provided, personnel
involved in accreditation process, Accredited / Applicant Conformity Assessment Bodies (Testing
including Medical Laboratories / Calibration Laboratories / Proficiency Testing Providers PTP /
Reference Material Producers RMP).

2.2

This procedure covers complaints received vide any of the means like letters, e-mails, faxes,
telephones (to be followed by written complaints), even relevant references appearing in print media.

2.3

All complaints are treated as confidential unless desired otherwise by the Government or by law.

3.

RESPONSIBILITY

3.1

Primary responsibility for handling of complaints rests with the Complaints Manager, NABL. The
Complaints committee shall evaluate and investigate the complaint and if necessary adverse
decision as per NABL 216 shall be recommended.

3.2

Director, NABL is responsible for monitoring of complaints.

3.3

Any complaint against NABL shall be dealt by the sub-committee of Governing Body, NABL.

4.

COMPOSITION OF COMPLAINT COMMITTEE (S)

4.1

Complaints committee for dealing the complaints against CAB consists of Chairman, and other
members approved by Director, NABL apart from designated Complaint Manager.

4.2

Designated sub-committee of Governing Body for complaints against NABL consists of one of the
members of the Governing Body as Chairman; expert(s) co-opted by the Chairman as member(s);
and Director, NABL as the member secretary.

National Accreditation Board for Testing and Calibration Laboratories

Doc. No: NABL 132
Issue No: 06

Procedure for Dealing with Complaints

Issue Date: 19-Apr-2016
Amend No: 00

Amend Date: --

Page No: 3/ 8

4.3

After registering the complaint; the Complaints Manager shall discuss the details of the same in the
complaints committee to device the mode of investigation. The complaint committee members are
selected in such a way to cover the different fields of accreditation. At this stage the dealing officer of
the concerned CAB may be asked to provide further inputs.

4.4

The external members of the Committee are required to sign a declaration on Confidentiality,
Impartiality and Conflict of Interest in form 76, while accepting the membership of Committee, and
submit it to the Complaint Manager.

5.

PROCEDURE

5.1

Receipt of Complaints

5.1.1 All complaints shall undergo initial scrutiny by the Complaints Manager to determine whether they fall
within the ambit of NABL activities and whether they are valid, based on which any of the following
action shall be taken.
a)

If a complaint is outside the ambit of NABL activities, the complainant shall be informed
accordingly and the complaint shall be treated as closed.

b)

If information provided in the complaint is inadequate for any meaningful follow-up and the
complainant is not able to provide minimum required information such complaints shall also be
treated as closed and the complainant shall be informed accordingly.

c)

If the complaint clearly falls within the ambit of NABL activities and appears to be valid, the
initial information provided is sufficient for initial investigation the same shall be taken up for
further action.

d)

If the complaint is against NABL, the same shall be registered however, further investigations
and proceedings shall be done by the designated sub-committee of Governing Body, NABL.

5.1.2 All complaints received in NABL shall be channeled to the Complaints Manager who maintains record
pertaining to all complaints including important dates like date of receipt, date of acknowledgement,
date of closure or final disposal in form 26A.
5.1.2 On receipt, the complaint shall be acknowledged with the assurance that NABL will investigate the
complaint and inform the complainant of the outcome at the earliest. Anonymous complaints shall
National Accreditation Board for Testing and Calibration Laboratories
Doc. No: NABL 132
Issue No: 06

Procedure for Dealing with Complaints

Issue Date: 19-Apr-2016
Amend No: 00

Amend Date: --

Page No: 4/ 8

also be registered if prima-facie they appear to be valid and having some substance with supporting
evidence.

5.2

Investigation of Complaints
Complaints received by NABL broadly fall in three categories:
a)

Complaints against CABs,

b)

Complaints against Accreditation Committee Members and Assessors, and

c)

Complaints against NABL.

Procedure for dealing with each category of complaints is given below:

5.2.1 Procedure for Dealing with Complaints against CABs
5.2.1.1

The Complaints Manager where appropriate shall give opportunity to the CAB to address the
complaint. When this is not appropriate, the officer may seek clarifications from the CAB and if
required may depute NABL representative or an assessor or an expert with the approval of
Director, NABL to the CAB to investigate the matter. All expenses related to investigation shall be
borne by NABL.

5.2.1.2

The Complaint Manager shall place the findings of the investigation to Complaints committee for
formulating the recommendations. If the investigations reveal serious concerns with respect to
wrong representation of scope of accreditation, willful and/ or repeated misuse of NABL symbol
etc. or in case of non-cooperation with the investigation process, the adverse decision shall be
taken as per NABL 216.

5.2.1.3

Complaint Manager shall proceed further for implementation of the adverse decision as per NABL
216. If the CAB is suspended, the procedure as per NABL 216 shall be followed for the reenrollment by dealing officer in close coordination with complaint committee.

5.2.1.4

The complainant shall be informed about the action taken by NABL.

5.2.1.5

If the complaint is found invalid, the complainant as well as the CAB shall be informed
accordingly.

5.2.1.6

The concerned dealing officer of the CAB shall also be informed about the decision / action taken.

National Accreditation Board for Testing and Calibration Laboratories

Doc. No: NABL 132
Issue No: 06

Procedure for Dealing with Complaints

Issue Date: 19-Apr-2016
Amend No: 00

Amend Date: --

Page No: 5/ 8

5.2.2

Procedure for Dealing with Complaints against Accreditation Committee Members and
Assessors

5.2.2.1 Complaint Committee shall investigate the complaint in case of complaint against assessor. The
committee may seek clarification from CAB, assessors or other persons who may have knowledge
about the matter contained in the complaint. In case of complaint against Accreditation Committee
member; Convener of concerned Accreditation Committee may be asked to provide inputs.
5.2.2.2 The Complaint Manager shall submit the findings and recommendations of the Complaints
Committee to Director, NABL for approval.
5.2.2.3 In case of valid complaints, action taken by NABL may involve feedback for corrective action
followed by monitoring, warning against future recurrence and in extreme case, deletion of the
assessor from the empanelled list or removal of Accreditation Committee member from the
committee.
5.2.2.4 The outcome of the investigation shall be informed to the complainant.
5.2.2.5 A brief summary of nature of the complaint, outcome of the investigation and action taken shall be
given to the assessor monitoring cell for information and records.
5.2.3

Procedure for Dealing with Complaints against NABL

5.2.3.1 When the complaint is against NABL, the same shall be dealt by the designated sub-committee for
complaints and appeals of the Governing Body of NABL.
5.2.3.2 The Complaints Manager shall propose independent expert(s) in consultation with the Member
Secretary of Sub-Committee of Governing Body for complaints & appeals to the Chairman of the
Committee for approval. The committee may seek clarification from the person(s) concerned. If an
investigation is required, the Committee may include expert (s) as members to help the Committee.
5.2.3.3 If the investigation proves NABL's fault with adequate evidences/ proof of any officer's intentional
involvement; the committee may place a report & propose adverse decision against the concerned
to the Governing Body of NABL. In such cases, NABL Staff Rules and Byelaws shall be followed.
5.2.3.4 The complainant shall be informed about the outcome of the complaint and action taken by NABL
(if any).
National Accreditation Board for Testing and Calibration Laboratories
Doc. No: NABL 132
Issue No: 06

Procedure for Dealing with Complaints

Issue Date: 19-Apr-2016
Amend No: 00

Amend Date: --

Page No: 6/ 8

5.3

Reporting on Complaints and other Related Actions

5.3.1 As an outcome of investigation of complaint and root cause analysis (if any) and corrective action is
felt necessary; the Complaints Manager shall inform the Quality Cell and corrective action shall be
initiated by Quality Cell in line with the requirements of Procedure for Control of Non-Conformities
and Corrective Action (NABL 012).
5.3.2 All records pertaining complaints shall be maintained up to date by the Complaints Manager. The
status of complaints shall be reported to the Director, NABL, who is responsible for monitoring of
complaints.
5.3.3 The Complaints Manager shall analyze all the complaints and their outcome for possible trends. The
complaints received, their handling and the corrective actions taken shall be discussed as one of the
agenda items before NABL Governing Body / during Management Review.

6.

RECORDS

6.1

Complaints record shall be maintained in Form 26A.

6.2

Complaints file is maintained by Complaints Manager, where all correspondence in respect of

complaints received, decisions, and any other relevant documents are filed date-wise.

National Accreditation Board for Testing and Calibration Laboratories

Doc. No: NABL 132
Issue No: 06

Procedure for Dealing with Complaints

Issue Date: 19-Apr-2016
Amend No: 00

Amend Date: --

Page No: 7/ 8

Annexure I

Form 26A

NABL COMPLAINTS REGISTER

Sl.

Date
Received

Name and address

of Complainant

Nature of
Complaint (brief)

Classification of
complaint

Date of
Acknow

Outcome

Date
Signed off

National Accreditation Board for Testing and Calibration Laboratories

Doc. No: NABL 132
Issue No: 06

Procedure for Dealing with Complaints

Issue Date: 19-Apr-2016
Amend No: 00

Amend Date: --

Page No: 8/ 8

National Accreditation Board for Testing and Calibration Laboratories (NABL)

NABL House
Plot No. 45, Sector 44,
Gurgaon - 122002, Haryana
Tel. no.: 91-124-4679700 (30 lines)
Fax: 91-124-4679799
Website: www.nabl-india.org