QACA Policies
At QACA (Quality Assurance Compliance Assessment), our policies are carefully developed to guide our staff, auditors, and stakeholders in understanding the procedures and standards that govern our operations. These policies ensure that we provide exceptional services to our clients while maintaining ethical and professional standards across all aspects of our work.
Our management team is committed to ensuring a healthy and safe working environment where everyone can work ethically, responsibly, and effectively. We recognize the importance of keeping our policies current and relevant, and as such, we may occasionally update or amend certain sections to reflect best practices, regulatory changes, or operational improvements.
Business Policy
At QACA, we are dedicated to upholding the highest standards of Integrity and Excellence in all our business operations. We believe that these principles are critical for building trust and delivering outstanding certification services to our valued stakeholders. This policy outlines our commitment to these values and sets the framework for our daily operations.
Integrity is the cornerstone of our business. We are committed to acting ethically and ensuring that all our actions align with a set of fundamental values. Our conduct is guided by a strong commitment to comply with all relevant laws and regulations, and we expect all employees and stakeholders to uphold these principles in their work and decision-making processes.
We continuously strive for excellence in everything we do. Our goal is to surpass the expectations of our clients while safeguarding the welfare of the community. Our commitment to excellence drives us to provide the highest quality certification services, and we aim to be recognized as a trusted partner in the industry.
QACA recognizes the importance of impartiality in delivering certification services. We ensure objectivity and fairness throughout our operations. Our management team is committed to upholding impartiality, competence, and confidentiality, while also managing conflicts of interest and adhering to professional ethics in all certification activities.
We are dedicated to consistently providing services that meet and, where possible, exceed our clients’ expectations. To achieve this, we:
- Implement frameworks to meet business, client, legal, and regulatory obligations.
- Treat employees, clients, and business partners with respect and fairness.
- Employ competent personnel supported by ongoing competency development programs.
- Safeguard the confidentiality of client information.
Continuously improve service levels and the effectiveness of our business management system.
Work Environment
QACA is committed to maintaining a safe and healthy work environment for all our employees, contractors, and auditors. The well-being of our team is a priority, and we take all necessary measures to ensure both physical and mental safety within the workplace.
Social Responsibility
We understand the impact our behavior can have on those around us. We are committed to treating all clients, staff, and contractors with honesty, fairness, and respect. We avoid engaging in deceptive practices and are committed to acting in a socially responsible manner, both internally and externally.
Code of Conduct Policy
At QACA, we uphold a set of ethical values and standards to ensure that our work serves the best interests of our clients and the community. This policy establishes the expected conduct for all QACA employees and auditors, ensuring professionalism, impartiality, confidentiality, and the avoidance of conflicts of interest in every engagement.
Respect and Professionalism
- Auditors must maintain a polite, respectful, and helpful attitude towards employees, clients, and business partners.
- Any potential conflict of interest must be disclosed before accepting any assignment.
- Discrimination based on any grounds, including race, religion, nationality, gender, age, or disability, is strictly prohibited.
Integrity and Ethical Conduct
- Auditors must be honest, transparent, and refrain from any behavior that could cause undue offense or embarrassment.
- Auditors must comply with relevant legislation and regulations, including privacy and safety laws.
- Auditors must not accept gifts, commissions, or benefits from any party that could compromise impartiality.
- Auditors are required to fully cooperate with investigations in case of complaints or alleged breaches of this policy.
Impartiality and Restraint of Trade
- Auditors must clearly introduce themselves as QACA auditors to establish transparency in their role.
- Confidentiality must be maintained at all times, particularly regarding any other roles or businesses the auditor may have.
- Auditors must not offer services or products to clients during or after the audit, ensuring impartiality throughout the process.
- Auditors must maintain neutrality, avoiding recommendations or criticisms of any consultants or firms to ensure an unbiased auditing process.
Equal Employment Opportunity Policy
QACA is committed to ensuring a workplace that provides equal opportunities for all employees, contractors, and job applicants. We uphold the principle of fair and unbiased treatment, ensuring that all decisions related to recruitment, promotions, training, and compensation are based on merit and are free from discrimination.
Merit-Based Selection
We focus on selecting the most qualified candidates for job openings, promotions, and training opportunities, ensuring that decisions are made based on objective assessments of skills, experience, and qualifications.
Reporting Mechanism
To promote a safe and fair work environment, QACA maintains a mechanism for employees to report any concerns about discrimination or unfair treatment. All reports are taken seriously, and appropriate actions are taken to address any issues.
Impartiality and Confidentiality Policies
QACA upholds strict impartiality and confidentiality throughout our operations. Our auditing services are carried out with the utmost objectivity, ensuring that all findings and decisions are based on facts and evidence. We maintain confidentiality of all proprietary client information, and our auditors adhere to strict rules regarding the handling of sensitive data.
By adhering to these policies, QACA is committed to conducting our business with integrity, delivering excellence in certification services, and maintaining an impartial and ethical work environment. Through these principles, we aim to build lasting relationships with our stakeholders and contribute positively to the compliance and certification landscape.
Suspension, Withdrawal, Extension, or Reduction of the Scope of Certification Policy
At QACA (QA Compliance Assessment), we maintain a policy outlining the activities for suspension, withdrawal, extension, or reduction of the scope of certification. This policy ensures that our certified clients continue to meet the requirements of the relevant management system standards while maintaining the integrity of the certification process.
The policy is designed to provide transparency and clarity on how actions such as suspension, withdrawal, and modifications to the scope of certification are handled, ensuring that the integrity of the certification system is preserved and that stakeholders are informed appropriately.
Suspension and Withdrawal Procedure
QACA has developed a comprehensive Suspension and Withdrawal procedure that specifies the steps to be taken for suspension, withdrawal, extension, or reduction of the scope of certification. The procedure includes the following:
Conditions for Suspension, Withdrawal, or Reduction of Certification
Certification may be suspended, withdrawn, or reduced in scope under specific conditions. These include:
- Non-compliance with Certification Requirements: If the certified client fails to maintain the necessary compliance with the management system standard.
- Failure to Allow Audits: If the certified client does not permit surveillance or recertification audits to be conducted at the required intervals.
- Failure to Take Corrective Actions: If the certified client fails to take effective corrective actions to resolve non-conformities within the stipulated timeframe.
- Failure to Meet Legal or Agreement Obligations: If the certified client does not meet relevant legislation or the terms agreed upon with QACA.
- Failure to Pay Fees: If the certified client fails to pay the required fees after receiving written notice from QACA.
- Misuse of Certification Status: If the client improperly uses the certification status, certificate, or any QACA certification mark.
- Voluntary Request: If the certified client voluntarily requests suspension, which must be submitted in writing.
Actions to Be Taken by QACA and the Certified Client
Once the conditions for suspension, withdrawal, or reduction of certification are met, QACA will take the necessary actions, including:
- Discontinuation of Advertising Matter: The certified client must immediately cease using any advertising or promotional materials that reference their certified status.
- Updating Certification Status: QACA will update the status of the certification in its records and ensure that any public references to the certification are updated or removed.
- Public Notification: QACA will make the suspended status of the certification publicly available to ensure stakeholders are informed.
Maintenance of Certification
QACA maintains certification based on the demonstration that the client continues to satisfy the management system standard. This includes:
- Conducting surveillance or recertification audits at the required intervals.
- Taking effective corrective actions for any identified non-conformities within the set timeframe.
Public Notification of Suspended Status
QACA is committed to ensuring that the public and relevant stakeholders are made aware of the suspended status of a certificate. When certification is suspended, QACA will take appropriate measures to make this information publicly available, including publishing the suspended status on relevant platforms. This transparency helps ensure that stakeholders can trust the certification process and be informed of any changes to a company’s certification status.
Enforceable Arrangements for Withdrawal of Certification
Upon the notice of withdrawal of certification, the certified client is required to discontinue the use of all advertising materials that reference the certified status. This is to ensure that no misleading claims are made regarding the client’s certification after it has been withdrawn.
Grounds for Suspension of Certification
QACA will suspend certification under the following circumstances:
- Persistent or Serious Non-Compliance: If the client’s management system continuously fails to meet certification requirements, including effectiveness and compliance with the management system standard.
- Failure to Permit Audits: If the client does not allow surveillance or recertification audits to be conducted at the required intervals.
- Failure to Address Non-Conformities: If the certified client fails to take effective corrective actions for identified non-conformities within the set time limit.
- Failure to Meet Legal or Contractual Obligations: If the certified client does not comply with legal or contractual obligations related to the certification.
- Failure to Pay Fees: If the client does not settle the fees due after written notice from QACA.
- Improper Use of Certification Status: If the client misuses the certification status, certificate, or QACA certification mark in an unauthorized manner.
Voluntary Suspension Request: If the client voluntarily requests suspension of certification, which must be submitted in writing.
Complaints and Appeals Policy
At QACA (QA Compliance Assessment), we are committed to maintaining transparency, fairness, and accountability in all aspects of our operations, including how we handle complaints and appeals. This policy outlines the procedure for addressing and resolving any complaints or appeals raised by our clients, stakeholders, or third parties regarding any of our services. By ensuring a clear, systematic approach to resolving concerns, we aim to foster trust and enhance the overall quality of our services.
This policy applies to all stakeholders, including clients, partners, employees, and any individuals or organizations directly or indirectly affected by QACA’s services.
Principles
The following principles guide QACA’s complaints and appeals procedure:
1. Fairness
- QACA ensures that all complaints and appeals are handled impartially, without discrimination or bias against the complainant or appellant.
2. Independence
- The individuals involved in handling complaints and appeals are independent from those responsible for conducting audits or making certification decisions, ensuring that the process remains unbiased.
Complaints and Appeals Handling Process
QACA’s complaints and appeals handling process includes several key steps to ensure that concerns are addressed promptly, transparently, and effectively:
Upon receiving a complaint or appeal, QACA documents all information accurately using an internal Non-Conformance (NC) sheet, ensuring that the details of the complaint or appeal are thoroughly recorded.
QACA acknowledges receipt of all complaints and appeals in a timely manner. The appellant is notified that their concern has been received, and progress reports are provided throughout the handling process. The final outcome will also be communicated to the appellant.
A designated respondent is appointed for each complaint or appeal. This person is responsible for overseeing the entire handling process, ensuring that it is conducted impartially and that the investigation is properly coordinated.
QACA will conduct a thorough investigation of the complaint or appeal, gathering all necessary evidence and relevant information. Based on the findings, appropriate actions will be taken to resolve the issue and address the concerns raised.
Within 10 working days of receiving a complaint or appeal, QACA prepares and sends a formal report to the complainant or appellant. This report will include the details of the complaint or appeal, summarize the actions taken by QACA, and provide any necessary explanations or justifications for the resolution.
Within one month of sending the formal response, QACA will contact the complainant or appellant to confirm that the response was received and is acceptable. This step ensures that both parties agree on the resolution and that the matter has been fully addressed.
Non-Discriminatory Actions
QACA guarantees that submitting a complaint or appeal will not result in any form of retaliation, discrimination, or negative consequences against the complainant or appellant. We ensure that all individuals are treated fairly throughout the process, and no action will be taken against those who raise concerns in good faith.
Continuous Improvement
At QACA, we value feedback and recognize that continuous improvement is key to enhancing our operations. The insights gathered from complainants, appellants, and stakeholders will be used to improve the effectiveness and efficiency of our complaints and appeals handling process. We are committed to learning from each experience and making necessary adjustments to enhance the quality of our service.
Compliance
All stakeholders are expected to comply with QACA’s complaints and appeals procedure. Any attempts to obstruct the process or misuse the procedure will be subject to appropriate actions.