Appeals

• A description of the complaints handling process is publicly available without request.
• BaoFu is responsible for all decisions at all levels of the appeal handling process. BaoFu ensures that the decision-makers involved in the appeal handling process are different from those involved in the appeal decision.
• The filing, investigation and determination of complaints must not result in any discriminatory action against the complainant. To this end, all appeal-related cases are handled by a technical manager to ensure an unbiased assessment of each appeal.
• BaoFu acknowledges receipt of the appeal and provides the appellant with a progress report and results.
• BaoFu will formally notify the complainant via E-MAIL that the complaint handling process has been completed.

Complaints

• BaoFu has a written procedure  for receiving, assessing and making decisions on complaints.
• A description of the complaints handling process is available without request. These procedures treat all parties involved fairly and impartially.
• Our policy is to deal with all complaints in a constructive, fair and timely manner. The procedure is to ensure that all complaints are dealt with constructively, fairly and promptly. The complaint handling process shall include at least the following elements and methods:

1. Overview The process of receiving, examining, investigating complaints and deciding what action to take.
2. Track and record complaints, including the actions taken in response to them.
3. Ensure appropriate correction and corrective actions are taken where applicable.

• Upon receipt of a complaint, BaoFu confirms whether the complaint involves certification activities for which it is responsible and, if so, responds accordingly.
• BaoFu will try its best to provide the complainant with a complaint progress report and results upon confirmation of receipt of the complaint.
• BaoFu Customer Service Team is responsible for collecting and verifying all necessary information to validate the complaint. The source of the complaint is the personnel verifying the
• BaoFu will formally notify the complainant of the completion of the complaint handling process via E-mail.
• BaoFu will also refer any substantiated complaints about Verifiers to the relevant Verifiers where appropriate.
• The complaints process is subject to confidentiality as it relates to the complainant and the subject matter of the complaint.
• The decision communicated to the complainant is made or reviewed and approved by a department head or executive who has not been previously involved with the subject matter of the complaint.

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