At Platinum, we hope that you’ll never have a reason to file a dispute or appeal about our services – we hold ourselves to the same high standards as you do. In the unlikely event that you do, we have a formal system for you to use to communicate issues directly to Platinum Registration’s President.
Have a concern? Talk to the Lead Auditor
It is important that you feel comfortable communicating to your Lead Auditor. During the Assessment, the auditors will keep you informed of their assessment results – you will never be surprised at the end of an assessment. You are completely within your right to ask for clarification regarding audit findings. Our results will be clearly substantiated with the requirement and the objective evidence that was observed to arrive at the conclusion. The Lead Auditor will address any concerns that you have with the written assessment report with a personalized debriefing meeting, walking you through it step-by-step.
If you still have concerns and you wish to appeal or dispute a nonconformance
All you need to do is telephone or email our office (firstname.lastname@example.org). Upon receipt, we will enter your issue into our Corrective Action System, assuring that it is reviewed and acted upon in a timely manner by the President of Platinum Registration.
In the event that the President of Platinum was involved in the assessment (she has a hands-on approach to the business and occasionally conducts audits herself), the Platinum Impartiality Committee will review the appeal or dispute, ensuring that there is no chance for a conflict of interest.
Like you, we want to know how we’re performing and whether we’re satisfying your needs and expectations. It’s how we improve our service and secure our position in the marketplace. Your comments and concerns will be addressed anonymously and professionally in accordance with the requirements of our accreditation.
After an appeal or dispute is lodged, the President will contact you to discuss the situation and will keep you informed of the progress of the review and any decisions that are made along the way. Possible decisions include: confirming the nonconformance or withdrawing the nonconformance. Each time a nonconformance is withdrawn, we review our system to determine if it can be improved.
If you are still not satisfied
In the event that you’re not satisfied with the resolution or final decision made by the President or the Committee, you will need to take your issue to the organization that provides our accreditation, the ANSI-ASQ National Accreditation Board (ANAB). To do so, you must communicate the problem to the ANAB by filing a written complaint on the ANAB web site: www.anab.org