- Clients can communicate their dissatisfaction by several ways e.g telephone, website email , social media ...etc. Also clients may contact any person in TKL certification

- Upon receiving the complaint by any way, personnel are to send the complaint to the Quality manager 

- Quality manger shall have the form F-1 M004 initiated by the person who received the complaint/appeal the data of the complaint shall be written in details and serial number shall be written as xxx/yyy where x is serial number and y is year. 

- Quality manger transfers the complaint to the person in charge with investigation 

- Investigation conclusion will be written down in the form F-1 M004

- Quality manager accordingly shall be sent to the person responsible for resolving the complaint to write down the conclusion about 

- Quality manager shall document the case in the complaint register F-2 M004

N.B Auditor of the audit complained of shall not reaudit the same location

Remediation of the complaint/appeal 

1. If the investigation shows that no deviation is found, the complaint or appeal is finalized , even in this case Quality manger shall seek opportunities and assess risks on the management system.
2. In case of investigation recognizes actual deviation, the quality manger shall assign the appropriate person responsible for the remediation of the deviation and defines the severity deviation and defines the person reponsible for the corrective action.
3. Corrective action shall be initiated using procedure M 005 of the corrective actions 
4. The deadline for the implementation of corrective action vary from the same day to a maximum of 28 days (high hazard), 10 to a maximum of 15 days (medium hazard) and 7 days (small, with no impact), and foresee the necessary resources for their implementation.

Notifying the complainant / appellant 

About the measures taken and outcome, Quality Manager officially notify the complainant / appellant, delivering information via email, mail or fax.

Satisfaction of the complainant / appellant

Upon receipt of the Decision on complaints / appeals, the complainant / appellant confirms if accepts the submitted decision. 

If the complaint/appellant does not accept the decision, the case is submitted to theI mpartiality safe guarding committee (Board of experts), whose decision is final.

The quality manager's responsible for keeping all the records on the handling of complaints. 

The entire procedure for resolving complaints and appeals, including the receipt, investigation and decision on complaint/appeals in no case should not result in any discriminatory measure against the complainant/appeallant.