Policy & Objective

QACA’s mission is to provide value-added audits so that our customers are recognized in the industry for excellence. We shall distinguish ourselves through dedication towards improving our customers’ business by minimizing their risk and improving their compliance. We shall foster developmental relationships with the customers and we serve to achieve higher customer satisfaction. Our logo shall be perceived as a symbol of Quality and Integrity.

• We shall develop partnerships for improvements and promote long-term relationships.
• We shall conduct our business activities and ourselves honestly and ethically.
• We shall promote continual improvement for our customers and ourselves.
• We shall foster good internal relationships with our employees.
• We shall recognize the need to balance personal and professional demands.
• We shall ensure opportunities and resources are available to allow us to succeed as a team of dedicated professionals and enjoy the journey towards success.
• We shall ensure competent manpower during an inspection.
• We shall ensure all activities are done in an impartial manner.
• We shall ensure consistent operation of inspection activities.
• We shall ensure inspection activities are carried out in a safe manner.

Objectives

• Proof of customer satisfaction: New customers added, increase in sales and increase in repeat orders.
• Customer Complaints: To systematically plan for the elimination of potential causes of complaints. - Read the process of Complaints and Appeals
• Work Planning: Expedite the work in the minimum possible period with the use of competent manpower in an impartial manner.
• Training: To train all personnel per their roles & responsibilities.
• Business Focus: To have a commercial focus such that we remain profitable all the time and be able to plough back our profits & consistently grow in a business environment.
   

Confidentiality & Impartiality statement
The aim of Management System Certification and Inspection Services is to propagate confidence from the public and interested parties that an organization which is certified or inspected by QACAPL fulfils specified requirements. This confidence depends upon many factors including the competence of management and staff, impartiality and the perception of impartiality and the avoidance of conflicts of interest. To that end, QACAPL Management Systems follows the principles set out in ISO/IEC 17021-1 and ISO/IEC 17020 and has appointed independent impartiality committees in India whose primary role is to safeguard QACAPL’s impartiality.

If you suspect any instance of corruption or bribery or unethical behaviour, please do not hesitate to report these concerns through our whistleblower policy, which ensures confidentiality and protection. We always encourage open dialogue where concerns can be raised without fear of retribution through a confidential channel with the designated ombudsman (ombudsman@qacamail.com).

Impartiality Policy
This policy is applicable to all activities QACA perform as a Certification & Inspection Body and includes to cover employees, external resource, contractors, other service providers.
The following are ensured to be complied for QACA:

1. Act impartially and be fair amongst all FBO’s.
2. Not restrict certification/Inspection on grounds of undue financial or other limiting condition
3. Be responsible for impartiality of it certification/Inspection activities and not allow commercial, financial or other pressures to compromise impartiality
4. Shall not suggest or imply to imply that certification would be simpler, easier or less expensive if inspection/training services will be used
5. Shall only disclose reports and documentations with the name of QACA to FBO’s involved with the completion of the project and authorities having jurisdiction for the purpose of reporting compliance or in cases of conflicts or non-conformance.
6. Shall ensure, through internal procedures, the objectivity of the certification and inspection activities and manage potential conflict of interest according to the standards of the applicable projects.
7. Shall identify threats to its impartiality on an ongoing basis. This includes threats that arise from its activities, its related bodies, its relationships, or the relationship of its personnel.
8. Audit service will not affect the trade associates with the client and the quality of the audit will not be based on trade associate of clients.
9. Will take up Hygiene Rating Audits for which we do not engage in design manufacture, supply installation or certify product or process.
10. Hygiene Rating Audits for which we do not engage in design manufacture, supply installation or certify product or process.

Complaints & Appeals
At Quality Austria Central Asia, we place the highest priority on addressing all complaints and appeals in a thorough, transparent, and timely manner.
If you wish to submit a complaint or appeal, you may do so through the following channels:

For Austria Accreditation:

• Submit your Complaints/Appeals here: https://www.qualityaustria.com/en/service/complaints/
   

For Non Austria Accreditation:

• Submit your Complaints/Appeals here: https://www.qualityaustriacentralasia.com/contact-us/
• For detailed guidance, please refer to our official Process for Complaints & Appeals: https://www.qualityaustriacentralasia.com/assets/pdf/process-for-complaints-and-appeals-5e1.pdf