QUALITY POLICY STATEMENT
AFRICA STANDARDS AND CERTIFICATIONS (Pty) Ltd (ASC) is committed to delivering high-quality services that consistently meet or exceed customer expectations. We strive for excellence in all our operations and continuously improve our processes to enhance customer satisfaction.
Our quality policy is based on the following principles:
1) Customer Focus: We prioritize understanding and fulfilling the needs and expectations of our customers. By listening to their feedback and requirements, we aim to provide services that create value and exceed their expectations.
2) Quality Excellence: We are dedicated to maintaining the highest standards of quality in all our activities. Through rigorous quality control measures and adherence to industry best practices, we ensure that our services are reliable, safe, and of superior quality.
3) Continuous Improvement: We foster a culture of continuous improvement, encouraging all personnel to actively contribute to the enhancement of our processes, products, and services. We constantly seek opportunities to optimize efficiency, minimize waste, and enhance overall performance.
4) Personnel Empowerment: We recognize that our personnel are our greatest asset. We provide a supportive and empowering work environment that encourages their professional growth and development. By nurturing a culture of teamwork, innovation, and open communication, we harness the collective knowledge and expertise of our workforce.
5) Compliance and Accountability: We are committed to complying with applicable legal, regulatory, and industry requirements. Our quality management system is designed to ensure adherence to these standards, and we take responsibility for our actions and strive for transparency in all our business practices.
Through the effective implementation of our quality management system, we aim to achieve operational excellence, exceed customer expectations, and maintain our position as a trusted provider of high-quality services.
This policy applies to all personnel performing verification activities on behalf of ASC and it is reviewed every two years.
STANDARD STATEMENT ON CONFIDENTIALITY AND IMPARTIALITY
The Managing Director of AFRICA STANDARDS AND CERTIFICATIONS (Pty) Ltd (ASC) makes the following public statement on ASC’s understanding of the concept of Impartiality and Confidentiality and its importance thereof when managing conflicts of interest and to ensure objectivity when carrying out conformity assessment activities.
Impartiality and Confidentiality is the actual and perceived presence of objectivity. Objectivity means that conflict of interest does not exist or is resolved so as not to adversely influence the activities of ASC. Some of the synonyms that are useful in conveying the element of impartiality and confidentiality are:
objectivity, independence, freedom from conflicts of interest, freedom from bias, lack of prejudice, neutrality, fairness, open-mindedness, even-handedness, detachment and balance.
Being impartial, and being perceived to be impartial, is necessary for ASC to be able to deliver a credible conformity assessment service that provides confidence to clients, the public and all other interested parties. It is recognized that the main source of revenue for ASC is that of our client paying for our services and that this is a potential threat to impartiality and confidentiality. Our fee structure will be based upon the degree of responsibility and skill involved and the time necessarily occupied on the work, plus the reimbursement of outlays. We will contract our fees in advance with our clients and will not allow the fact that the payment of fees by clients to become a threat to impartiality and confidentiality
To obtain and maintain confidence, ASC will always be able to demonstrate that our decisions are based on objective evidence and that our decisions have not been improperly influenced by other interests or by other parties. Threats to impartiality and confidentiality include:
- Self-interest threats – threats that arise from a person or enterprise acting in their own interest, for example financial self-interest.
- Self-review threats – threats that arise from a person or enterprise reviewing the work done by them.
- Familiarity (or trust) threats – threats that arise from a person or body being too familiar with or trusting towards another person instead of seeking and evaluating objective evidence on which to base the conformity assessment conclusion or decision.
- Intimidation threats – threats that arise from a person or enterprise having a perception or experience of being coerced openly or secretively, such as a threat to be replaced or reported to a supervisor if he does not do what the person who is coercing him/her wants.
The above statement is made by ASC in the interest of transparency and so that all our clients may be aware of our intentions.
COMPLAINTS AND APPEALS PROCEDURE
1. Purpose
This procedure establishes AFRICA STANDARDS AND CERTIFICATIONS (Pty) Ltd (ASC) process for receiving, assessing, and resolving complaints and appeals related to the verification activities under the Carbon Offsetting and Reduction Scheme for International Aviation (CORSIA) and following SANS/ISO 14065:2020 standards. It ensures that complaints and appeals are handled impartially, transparently, and within an acceptable timeframe.
2. Scope
2.1 This procedure applies to:
a) Complaints: Dissatisfaction with the verification body’s performance, personnel, or verification decisions.
b) Appeals: Requests from clients or stakeholders to reconsider decisions or verification outcomes that they disagree with.
2.2 It covers all stakeholders, including airline operators, government bodies, and other parties affected by CORSIA verification activities.
3. Definitions
a) Complaint: Expression of dissatisfaction related to the services provided by the verification body, including the conduct of its personnel or the outcome of verification activities.
b) Appeal: Formal request for reconsideration of a decision made by the verification body regarding the verification or validation of GHG emissions data.
c) Verification Body: The entity responsible for verifying GHG emissions under CORSIA.
4. Responsibilities
a) Appeals Committee:
i. Reviewing Appeals: The committee reviews submitted appeals to determine whether the original decision was made fairly, in line with established rules, policies, and regulations.
ii. Conducting Hearings: If necessary, the committee holds formal hearings where both parties—those who filed the appeal and the original decision-makers— can present their cases.
b) Evaluating Evidence: They carefully evaluate all the evidence and documentation provided to support the appeal. This includes any new information that may not have been considered in the original decision.
c) Maintaining Neutrality: The committee ensures impartiality in its review process, avoiding conflicts of interest and bias in their decision-making.
d) Making Final Decisions: After careful consideration, the committee reaches a conclusion, either upholding, modifying, or overturning the original decision. Their decision is usually final and binding.
e) Communicating Decisions: The committee is responsible for clearly communicating their decision to the parties involved, often providing a written explanation or justification for their ruling.
f) Upholding Policies and Regulations: The committee ensures that the appeals process adheres to the organization’s policies, legal standards, and ethical guidelines
Procedure for handling complaints
5.1 Submission of Complaint
a) Complaints must be submitted in writing via email or official form (CAB-F20) to info@asc-africa.com or 41 Kyalami Boulevard Kyalami, Midrand.
b) The complaint must include:
i. Name and contact information of the complainant.
ii. Description of the complaint, including the nature of the issue, relevant dates, and personnel involved
iii. Supporting documentation, if any.
5.2 Acknowledgment of complaint
a) Upon receipt, the complaint will be acknowledged within 5 working days.
b) The acknowledgment will include a reference number for tracking and an estimated timeline for resolution.
5.3 Initial review
a) The Complaints and Appeals Team will review the complaint within 10 working days of acknowledgment to determine if further investigation is needed.
b) If the complaint relates to a specific individual, that person will not be involved in handling or resolving the complaint to ensure impartiality.
5.4 Investigation
a) A thorough investigation will be conducted, including reviewing relevant documents, data, and interviewing personnel involved.
b) The complainant may be contacted for additional information or clarification.
5.5 Resolution
a) The investigation will be completed within 30 working days of receiving the complaint. If more time is required, the complainant will be notified.
b) A final written response will be provided to the complainant, outlining the findings of the investigation and any corrective actions taken, if applicable.
5.6 Corrective Actions
a) If the complaint is valid, corrective actions will be implemented to resolve the issue and prevent recurrence. These actions will be documented and monitored
for effectiveness.
b) The resolution will be communicated to all affected parties.
6.2 Acknowledgment of Appeal
a) The appeal will be acknowledged within 5 working days, and the appellant will be informed of the process and timeline for resolving the appeal.
6.3 Establishment of Appeals Committee
a) An independent Appeals Committee will be convened to review the appeal. This committee will consist of individuals who were not involved in the original
verification decision.
b) The committee will ensure the appeal is reviewed impartially.
6.4 Appeals Review
a) The Appeals Committee will review the verification decision, the grounds for the appeal, and any relevant evidence. This may include re-examining the emissions data, verification procedures, and calculations.
b) The appellant may be invited to provide additional information or attend an appeals hearing if necessary.
6.5 Decision on Appeal
a) The Appeals Committee will issue a final decision within 45 working days of receiving the appeal. If more time is required, the appellant will be notified.
b) The decision will be communicated in writing, with clear reasons for upholding or overturning the original decision.
6.6 Implementation of Decision
a) If the appeal is upheld, the necessary changes to the verification findings will be made, and corrective actions will be implemented.
b) If the appeal is not upheld, the original verification decision will stand, and the appellant will be informed of the reasons.
7. Confidentiality
a) All information related to complaints and appeals will be treated as confidential.
b) Only personnel directly involved in the investigation or resolution process will have access to the details of the case.
8. Impartiality
a) The Complaints and Appeals Team and Appeals Committee will be independent of the personnel who performed the verification to ensure unbiased decision-making.
b) Measures will be taken to prevent conflicts of interest at all stages of the complaints and appeals process.
9. Record-keeping and monitoring
a) All complaints and appeals will be logged in a Complaints and Appeals Register.
b) The register will be reviewed periodically to identify trends or areas for improvement in the verification process.
c) Records of complaints and appeals will be retained for a minimum of 5 years.
10. Continuous improvement
a) The Quality Assurance Department will analyze the outcomes of complaints and appeals to identify areas for improvement in the verification process.
b) Procedures and policies will be updated as necessary to prevent the recurrence of issues and improve overall service quality.
11. Communication of procedure
a) This procedure will be made available to all clients, stakeholders, and interested parties via the organization’s website or upon request.
b) Training on handling complaints and appeals will be provided to all relevant personnel to ensure effective implementation.
12. Review and update of procedure
a) This procedure will be reviewed annually or as necessary to ensure continued relevance and compliance with CORSIA and ISO 14065:2020 standards.
13. Reference
CAB-QP-8.3 Procedure for control of documents
CAB IB-QP 8.7&8. Procedure for corrective and preventive action
CAB-F20 Incident Report
CAB-F35 Appeals Register
14. Amendments
