Receive complaints and appeals
                                                                        Appeals and appeals
                                                                        Standard Arabia Company for Commercial Services has prepared a procedure that includes documented processes for receiving and evaluating appeals and appeals submitted by the client on the results of activities.
                                                                        Granting certificates for management systems, product conformity, testing and inspection.

                                                                        The company's president forms a temporary committee different from the committee that made grant decisions related to the client with the appeal, and that committee investigates the outcome.
                                                                        The appeal is submitted and the final decision is included in the appeal form, whether the appeal is accepted or rejected.

                                                                        Standard Arabia Company for Commercial Services is committed to responding to all complaints with high professionalism and impartiality in accordance with the requirements of the following international standard specifications:
                                                                        - ISO/IEC 17021:2015 Standard specification for management systems
                                                                        - ISO/IEC 17065:2012 Standard specification for product conformity
                                                                        - ISO/IEC 17020:2012 Standard specification for examination and inspection

                                                                        Mechanism for dealing with appeals and appeals:
                                                                        1-The Integrity and Impartiality Committee was formed, whose responsibilities include receiving complaints, requests for appeals, and appeals - List of members of the Integrity and Impartiality Committee (MAC-F-09-07-0105).

                                                                         The members of the Integrity and Neutrality Committee were selected from individuals known for their competence, professionalism and integrity in the Kingdom of Saudi Arabia.

                                                                         The Company verifies that the persons involved in the appeals handling process are different from those who conducted the audits/screening/inspections and made the award decisions.

                                                                        The processes of receiving, investigating and deciding appeals submitted by clients are carried out fairly and impartially.

                                                                        The submission, investigation and determination of the appeal shall not lead to any discriminatory measures being taken against the appellant.

                                                                         The head of the Customer Service Department will transfer the appeal request to the Quality Department Manager to take the necessary action. He will also notify the appellant of receipt of the appeal request by mail.
                                                                        Email appeals@mac-cs.sa

                                                                         The president of the company shall form a temporary committee different from the committee that made the grant decisions related to the client with the appeal, and that committee shall investigate the outcome.
                                                                        The appeal is submitted and the final decision is included in the appeal form, whether the appeal is accepted or rejected.

                                                                        Once a decision is reached regarding the appeal, the head of customer service will notify the appellant of the company’s decision using the memorandum of response to the appeal and the application number via mail.
                                                                        Electronic Form No (MAC-F-09-07-0102) 

                                                                        Mechanism for dealing with customer complaints:
                                                                        The customer submits the complaint through the available channels, such as email complaints@mac-cs.sa, and must mention the required data and contact numbers.

                                                                        The head of the customer service department is responsible for receiving and receiving complaints from the company’s customers.

                                                                        The method of receiving, handling and verifying customer complaints included in this procedure will be available to interested parties (accrediting bodies - representatives of regulatory bodies) upon request.

                                                                        The Head of the Customer Service Department transfers the complaint request to the Quality Department Manager to take the necessary action. He also notifies the customer of receipt of the complaint request by mail.
                                                                         
                                                                        Upon receipt of the complaint, the Quality Manager checks whether the complaint relates to the grant activities for which it is responsible, and if so, the company handles with her.

                                                                         The necessary measures will be taken if the complaint is proven true, in accordance with the regulations and laws in force in the technical plans for granting certificates.

                                                                        The concerned department will contact the customer by phone and inform him of what has been done to resolve the complaint.

                                                                        All complaints are regularly reviewed, analyzed and studied, and opportunities for improvement and development related to them are identified and followed up with the work units concerned with those opportunities.by quality management, periodic reports are submitted to top management

                                                                        The expected time period for disposing of the complaint:
                                                                        standard complaint: 3 working days.
                                                                        Complex complaints: 5 business days.
                                                                             *The period may exceed the specified times depending on the circumstances of the complaint.

                                                                        Mechanism for dealing with proposals:
                                                                        The customer submits the proposal through the available channels, while mentioning the required data and contact         numbers.
                                                                        The proposal is registered in the designated system.
                                                                        The customer receives confirmation of receipt of the proposal.
                                                                        The customer will be contacted if necessary to obtain additional details of the proposal.
                                                                        The proposal will be referred to the relevant department to study the possibility of its implementation, and a report will be     prepared for senior management regarding the mechanisms and time period for its implementation and implementation, in   accordance with standards and controls.Specific procedures include evaluation of these proposals by the Quality Department.