Purpose:
If you are not satisfied with the service provided by the ardent, you can directly send the complaint or appeal to the management of the ardent in any of the following manner. Our aim to become more customer centric and we believe in providing best experience to our customer.
Complaint:
A complaint means where an affected interested party, the complaint is formal expression (writing or verbally) of Dissatisfaction against the services or other interested party. The complainant can be an individual or an organization.
The complaint can be for the service provided by ardent, relating to the activities of the ardent or a certified client.
Appeal:
Appeal is the process in which cases are reviewed by the top management, where interested party request formal change to certification decision, correction in certification process and the result or outcome of the audit, or any other related matter.
Complaint Procedure:
1.1 The complainant can use any of the modes of communication.
- you can lodge your complaint via ardent web site or email, which provides online resolution to your complaint across channel including WhatsApp chat.
- you can contact to ardent HO address or respective branch address.
1.2 The complaint shall be recorded, acknowledged by Customer care executive and shall be forwarded to Certification Head.
1.3 Certification Head shall investigate, keep complainant updated on status, and communicate the decision & actions to the complainant.
Appeal Process
Appeal is the process, where interested party request formal change to certification decision or any an official decision, process of clarifying and interpreting and correction in certification process.
Process:
2.1: The appellant can use any of the modes of communication.
- The Appeal via web site or email
- The letter to ardent HO address or respective branch address.
2.2: All the appeals shall be recorded and acknowledged by customer communication & shall be forwarded to Certification Head.
2.3: Certification Head shall ensure proper tracking of appeals status.
2.4: Certification Head shall investigate, keep appellant updated and communicate the decision & actions to the appellant.
2.5: Certification Head shall take suitable Corrective Action and Monitor its effectiveness against the appeal.