Process for Handling Requests for Information
Process for Handling Requests for Information
- Purpose
To define the procedures for receiving, processing, and responding to requests for information from clients or interested parties in a manner consistent with ISO/IEC 17021-1 requirements. - Scope
This process applies to all requests for information received by [Certification Body Name], including inquiries about certification services, audit processes, and any other relevant information. - Definitions
Request for Information (RFI): An inquiry from a client or interested party seeking information about certification services, audit processes, or related matters.
Certification Body: The organization providing audit and certification services as per ISO/IEC 17021-1. - Responsibilities
marketing Team: Initial point of contact for RFIs, responsible for logging and routing inquiries.
Certification Manager: Oversees the handling of RFIs related to certification processes.
Technical Experts: Provide detailed information or clarification on technical aspects of the certification process. - Process Steps
Receipt of Request
All RFIs must be submitted through [designated channel: e.g., email: info@ossmideast.com, , phone: call center number ].
The marketing Team acknowledges receipt of the RFI within 24 hours.
Logging and Tracking
The Customer Service Team logs each RFI into the [information management system/database], including details such as the date, nature of the request, and contact information of the requester.
Assign a reference number for tracking purposes.
Initial Assessment
Review the request to determine its scope and required response.
If the RFI is incomplete or unclear, request additional information from the requester.
Routing
Route the RFI to the appropriate department or individual based on the nature of the inquiry (e.g., technical, procedural, or certification-related).
Response Preparation
The assigned department or individual prepares a response based on the information available and within the scope of ISO/IEC 17021-1 requirements.
Ensure the response is accurate, complete, and aligns with the Certification Body’s policies.
Response Delivery
Deliver the response to the requester through the same channel as the original request unless otherwise specified.
Provide a clear, concise, and professional reply within 5 working days.
Follow-Up
If necessary, follow up with the requester to ensure the information provided meets their needs.
Address any additional questions or clarifications required by the requester.
Documentation
Maintain records of all RFIs and responses for a minimum of one year.
Ensure documentation is accessible for review and audit purposes.
Review and Improvement
Periodically review the RFI handling process for effectiveness and compliance with ISO/IEC 17021-1.
Implement improvements based on feedback from requesters and internal audits.