1. Complaint
1.1 Complaint(s) shall be submitted through written texts or email to DGS within 30 working days from the date when a reason have arisen.
1.2 After accepting the complaint, Top Management will appoint person(s) who previously not involved in the subject of the complaint, and assign the person(s) to investigate and validate the subject of the complaint.
1.3 DGS will inform the decision on the response to the complainant. When both sides agreed with the decision, DGS will give notice to the complainant of the end of the complaints-handling process.
1.4 If the client/complainant disagrees with further decision(s) based on the decision(s) of re-investigation’s, and requests further investigation, DGS will convoke the Governing Board subject to the consent of the complainant.
2. Appeals
2.1 Appeals must be submitted through written texts or email to DGS within 30 working days from the date when a reason have arisen.
2.2 After DGS received the appeal, DGS will convoke the Governing Board within it. The Governing Board consists of members not involved in the subject of the appeal.
2.3 The result of the deliberation of the Governing Board (the decision of the Governing Board) will be communicated to the appellant.
3. Correction and Corrective Action
3.1 DGS will take corrections and corrective actions regarding the appeals and complaints accepted in accordance with the actions determined by DGS to be taken.
Please send you Complaint and Appeals to our email at dgsadmin@dgs-certification.com