Menu
We strive to provide our clients with even greater confidence in the reliability and integrity of our certification process.
Each year we undergo internal and external accreditation audits to ensure that we are capable of delivering excellent service that meet all industry regulations and securing the information and data shared with us. We want to increase our clients and partners’ confidence as we operate and deliver our services.
CPSI Certifications is currently accredited to ISO/IEC 17021-1:2015 and ISO/IEC 27006:2015/Amd1:2020 for the following schemes and standards:
ISO/IEC 17021-1:2015 is an internationally recognized standard for bodies providing audit and certification of management systems. This accreditation attests to CPSI Certification’s ability to conduct certification audits in accordance with the best practices and to provide accurate and reliable results to its clients ensuring that the certification body is qualified to assess an organization’s management systems effectively.
CPSI Certifications shall act professionally, accurately, and in an unbiased manner. All information shall be confidentially maintained in regard to all work involved with the client. CPSI Certifications will take action to respond to any threats to its impartiality in accordance with the company’s policy for potential conflicts of interest.
All CPSI Certifications’ assessors working in the certification practices will sign independence declarations prior to client assignment. CPSI Certifications will not offer or provide consulting services to obtain or maintain certification services to those organizations that CPSI Certifications has certified. We will not certify an organization that has received consultancy or internal auditing services that pose a threat to the impartiality of CPSI Certifications for a minimum of two years following the end of the consultancy.
To further ensure that there is no conflict of interest, personnel who have provided consultancy shall not be part of an audit team to assess, review, make certification decisions, or to review or approve the resolution of a complaint or appeal for that client within two years for all standards following the end of the consultancy or employment.
Revision date: November 2020
CPSI Certification shall keep confidential all the information obtained from the client during the performance of the services and shall not disclose such information unless CPSI Certifications obtains written consent from the client or such disclosure is required by law or the information is publicly available.
CPSI Certifications have a Non-Disclosure Agreement to safeguard the confidentiality of the information obtained or created during the performance of certification. All staff, operating at all levels of CPSI Certifications’ structure, and any external bodies or individuals acting on behalf of CPSI Certifications are bound to the confidentiality policy.
Revision date: November 2020
These terms and conditions, together with the relevant Proposal of Costs for Certification, will form the contract between CPSI Certifications and the Client.
CPSI Certifications reserve the right to amend these Agreement Services Terms and Conditions at any time. Only companies who have entered into certification agreements with CPSI Certifications will be updated on these changes.
As a certified organization by CPSI Certifications, a client has the right to publicize that the assessed and approved management system has been certified and can apply the relevant marks to stationery and promotional material in relation to the scope of registration and registered site(s) as detailed on the issued Certificate.
CPSI Certifications shall provide upon request information about the status of a given certification, the name, related normative document, scope, and geographical location (city and country) for a specific certified client. Please provide us with a valid certificate number or company name and standard.
Validity can be confirmed via email at [email protected].
All CPSI Certifications clients are advised of their right to appeal or make a complaint against any certification decisions, staff members or sub-contract auditors through the issue of the Terms and Conditions (Documenting client rights and the window of time for appeals to be made).
Definitions
Complaint – A documented claim against the conduct of an employee or subcontractor of CPSI Certifications. A documented claim against a certified client by a user of that client, or any other interested party.
Appeal – A documented claim from a client company against the Certification recommendation of the CPSI Certifications audit team, and subsequent Certification decisions by Management.
Statement of Intent – All complaints received by CPSI Certifications will be appropriately addressed and a reasonable effort will be made to resolve all of the complaints received. It is important that CPSI Certifications employees are aware of the appropriate balance between the principles of openness and confidentiality (see CPSI Certifications Management System Manual); including responsiveness to complaints in order to demonstrate integrity and credibility to all.
Process Flow
All CPSI Certifications clients are advised of their right to appeal or make a complaint against any certification decisions, staff members or sub-contract auditors through the issue of the Terms and Conditions (documenting client rights and the window of time for appeals to be made). Also the Appeals and Complaints Information Page is issued to a client as part of the CPSI Certifications Reports.
The first point of appeal is to the lead auditor at the closing meeting. If the client is not satisfied with the response, or does not feel able to discuss the specific issue with the lead auditor, then an appeal may be made directly to CPSI Certifications Office through [email protected].
Any appeal, complaint is required to be made in writing via email, to allow a full investigation. If the company/ person raising the issue will not document the appeal/ complaint then the issue can go no further.
Records of the handling of appeals and complaints must be clear and complete at all times, to allow tracking and to allow later review by the CPSI Certifications Management Team and, as appropriate, Accreditation Bodies.
Complaints or appeals may be received from (or about) CPSI Certifications clients at any time. Upon receipt of an appeal or complaint email to a client, a letter of acknowledgement is sent, advising that the appeal/complaint has been received and is being investigated. A copy of the appeal/complaint is stored in the client record in a private drive.
The appeal/complaint is then passed to the Managing Director for review and investigation of the causes. If any of the reviewing staff were involved in the audit of an appealing/complaining client (or any other party involved in the appeal/complaint), then they would not be able to investigate this situation once it came to the attention of the CPSI Certifications office. If the outcome of the Managing Director’s review and investigation shows that the appeal/complaint is justified (upheld), the client record will be updated accordingly.
In the case of a complaint against a client, CPSI Certifications shall confirm whether the complaint relates to certification activities that it is responsible for. If so, an unscheduled audit of the client may be necessary, or a note may be made for specific details to be reviewed during the next scheduled audit of the client.
Any complaint about a certified client shall also be referred by CPSI Certifications to the certified client in question at an appropriate time.
The case of a complaint about a staff member or sub-contract auditor, a record is stored in the employee file and the appropriate training needs are identified, or disciplinary action may be taken.
All certified clients shall make available, when requested, all records of complaints and corrective actions taken, in accordance with the specific standards they are certified to or other normative reference documents. If it is deemed necessary, an unscheduled visit shall be made, during which the actions taken to resolve the issue will be evaluated. If it is established that the action taken is not considered suitable, registration of the client may be suspended.
For all upheld appeals/complaints, investigations shall be conducted to develop the necessary corrective and preventive actions and assess the effectiveness of the corrective actions. The results of the investigations shall be passed to the Managing Director including any subsequent Document.
If the outcome of the Managing Director’s review and investigation shows that the appeal/complaint is not justified (rejected), the client record in a private drive will be updated accordingly.
In the case of a complaint, the Managing Director shall review and record all the available documentary evidence and then pass this to the Impartiality Committee for review.
In the case of an appeal, the Managing Director shall review and investigate the documentary evidence. If the outcome of the Managing Director’s review and investigation shows that the appeal is justified (upheld), the Managing Director will conduct an investigation to develop corrective actions and assess the effectiveness of the corrective actions, including raising or reviewing Document Change Requests if required. All the available documentary evidence shall then be passed to the CPSI Management Team for review.
If the outcome of the review and investigation shows that the appeal is not justified (rejected), the Appeals and all investigation documentation are sent to top level management.
If the outcome of the top level management review and investigation shows that the appeal is justified (upheld), the top level management shall liaise with the Managing Director, and conduct an investigation to develop corrective actions and assess the effectiveness of the corrective actions. All the available documentary evidence shall then be passed to the CPSI Certifications Management Team.
If the outcome of the top level management review and investigation shows that the appeal is not justified (rejected), the Appeal and all investigation documentation are sent to the CPSI Certifications Management Team.
The decision to be communicated to the appellant/complainant shall be made by, or reviewed and approved by, individuals not previously involved in the subject of the appeal. CPSI Certifications shall give formal notice wherever possible to the appellant/complainant at the end of the appeals/complaint handling process.
In the case of a complaint, CPSI Certifications shall determine, together with the client and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public.
Revision Date: November 2022
The CPSI Certifications takes your privacy very seriously and respects the importance of security on the internet. CPSI Certifications website uses cookies and similar technologies for various purposes including to distinguish you from other users of our websites. This privacy and cookie policy will explain how our organization uses the personal data we collect from you when you use our website. By continuing to use our website, you agree to our Privacy and Cookie Policy.
What cookies do we use?
Cookies are text files containing small amounts of information that are downloaded to your computer or device when you visit a website. It does not tell us who you are, but they do enable us to recognize your device and where you have made various preferences or actions which enable us to remember them.
Why do we use cookies?
Cookies do lots of effective tasks like letting you navigate between web pages efficiently, remembering your preferences, and generally improving your user experience on our website. It is also helpful on the advertisements that you see online which are more relevant to you and your interests.
Strictly Necessary Cookies
These cookies are essential in order to enable you to move around our website and use the features, such as accessing secure areas of our websites. Without these cookies services, you have asked for cannot be provided.
Performance Cookies
These cookies collect information about how you use our websites. For instance, they tell us which pages you visit most often and if you receive any error messages from our web pages. These cookies do not identify you. All information they collect is aggregated and therefore anonymous. We use these cookies to measure and analyze how our customers use our websites and to improve the functionality and the user experience.
Functionality Cookies
CPSI Certifications uses these cookies to collect information about your visit to our website, the content you viewed, the links you followed and information about your browser, device, and your IP address. This information is primarily used in our chat application to deliver the best customer experience while you are on our website.
Targeting & Advertising Cookies
These cookies are used to deliver adverts and communications more relevant to you and your interests. They are also used to limit the number of times you see an advertisement as well as to help measure the effectiveness of an advertising campaign. They are usually placed by advertising networks with the website operator’s permission. They remember that you have visited a website and this information is shared with other organizations such as advertisers. Quite often targeting or advertising cookies will be linked to site functionality provided by the other organization.
We only use the types of cookies described above. We don’t use so-called ‘specialist cookies’.
Disabling Cookies
CPSI Certifications websites are designed to function optimally with cookies enabled. You can, however, disable cookies via your website browser settings. This may mean, however, that you may no longer have access to some of our website features. Please note that even with all cookies disabled, a tiny amount of information will continue to be retrieved from your web browser. This information is necessary for the basic functioning of our website.
Changes to our Privacy and Cookie Policy
We may change this Privacy and Cookie Policy from time to time. If we make changes, we will notify you by revising the issue below and in some cases by adding notices on our homepage or other websites or sending you email updates (where data protection laws allow this).
How to contact us
If you have any questions about our Privacy and Cookie Policy, the data we hold on you, or you would like to exercise one of your data protection rights, please do not hesitate to contact us. Email us at [email protected].
Issue Date: April 2020
Copyright 2024. CPSI Certifications. All rights reserved.
