ENAS is committed to promote quality and customer centricity through providing an added value services in accordance to international standards and maintaining a high standard of its services delivered to its customers and stakeholders.
ENAS recognizes the right of its customer and interested parties to raise a complaint, in which considered a benefit to improve the system and to sustain the trust and confident in ENAS.
ENAS is committed to investigate and resolve any complaint received fairly, impartially and in a timely manner in accordance with those requirements defined in the international standard ISO/IEC 17011 “conformity assessment- General requirements for accreditation bodies accrediting conformity assessment bodies” and ENAS procedure ACP 21.
Management of Complaints process
ENAS categorized complaints under the applicable complaint type, which are as follows:
Type A – Complaints about ENAS processes or actions or assessors.
Type B – Complaints concerning the activities of ENAS accredited CAB.
Type C – Misuse of Marks, Symbol, and misleading claims of accreditation.
Complaints can be also submitted through ENJAZ system, by filling the compliant form (ACF 21-01) which will be taken by us to initiate the process.
Furthermore, complaint can be submitted via a variety of channels such as: formal letter, email, phone call, one-on-one conversations during external meetings, or within a CAB’s response to an assessment report.
Once ENAS receives the complaint, an acknowledge of the receipt of the complaint will be issued within (2) working days, then ENAS will start the Investigation for addressing the complaint and reviewing all the evidences provided. In this stage, additional information or further clarification may require.
Actions related to a complaint shall be taken within (30) days of receipt of the complaint.
If the complainant prefers to talk to someone to seek further guidance before submitting the complaint, please contact ENAS via telephone on (600565554) or by email to ( firstname.lastname@example.org).