投訴處理程序Complaint handling procedure

SGS致力于為全球客戶提供獨立、公正、精準(zhǔn)、卓越的服務(wù)，并不斷提高服務(wù)品質(zhì)和透明度。如果您認(rèn)為我們的服務(wù)未達(dá)到您的期望，您可以撥打我司的投訴處理專線4008803955，或直接聯(lián)系與您對接的客戶服務(wù)工作人員，發(fā)起投訴請求。

SGS is committed to providing independent, fair, precise, and excellent services to global customers, and continuously improving service quality and transparency. If you believe that our service has not met your expectations, you can call our complaint handling hotline at 4008803955 or directly contact the customer service staff who are in contact with you to initiate a complaint request.

您的意見與建議對我司進一步改善和提升服務(wù)質(zhì)量非常的重要。

Your opinions and suggestions are very important for our company to further improve and enhance our service quality.

投訴定義：

您對SGS服務(wù)過程或產(chǎn)品（報告/證書）質(zhì)量，或投訴處理過程本身，沒有達(dá)到您的期望，向SGS提出不滿意的意思表示。（參照ISO 10002）

Complaint Definition:

You issue a complaint when you are dissatisfied with SGS“s service process or the quality of its product (report/certificate), or the complaint handling process itself, which does not meet your expectations. (Refer to ISO 10002)

流程：

無論您是通過投訴處理專線還是客戶服務(wù)工作人員發(fā)起投訴或申訴請求，我們都會立即將您的投訴信息登記記錄在投訴事件信息處理系統(tǒng)中，在24個小時內(nèi)向您正式確認(rèn)，您的投訴已經(jīng)收到，我們將立即進行調(diào)查處理，并由公司質(zhì)量管理部門對整個投訴處理流程進行監(jiān)督，以確保整個調(diào)查處理過程客觀公正。同時，被投訴部門的質(zhì)量經(jīng)理將負(fù)責(zé)組織及協(xié)調(diào)相關(guān)人員跟進以下工作：

• 事件經(jīng)過的信息及資料收集；
• 分析原因；
• 糾正措施的合理性評估及有效性驗證；
• 考慮是否增加必要的預(yù)防措施；（適用時）
• 處理意見；（適用時）

Procedure:

Whether you initiate a complaint or appeal request through a complaint handling hotline or a customer service staff member, we will immediately register and record your complaint information in the complaint-related event information processing system. We will officially confirm to you within 24 hours that your complaint has been received, and we will immediately investigate and handle it. The company”s quality management department will supervise the entire complaint handling processto ensure the objectivity and impartiality of the entire investigation and handling process. At the same time, the quality manager of the department in question will be responsible for organizing and coordinating relevant personnel to follow up on the following work:

• Collection of information and materials related to the event;
• Cause analysis;
• Reasonability evaluation and effectiveness verification of the corrective measures; (When applicable)
• Consideration of the necessary preventive measures; (When applicable)
• Advice on the above work; (When applicable)

所有相關(guān)信息均將被記錄和保存在數(shù)據(jù)庫中。

All relevant information will be recorded and saved in the database.

我們將盡快向您反饋調(diào)查結(jié)果，適用的糾正措施，并進一步征求您的意見，如投訴涉及多個公司主體，或因其它不可抗力等影響，可能會適當(dāng)延長調(diào)查時長。

We will provide you with feedback on the investigation results, applicable corrective measures, and seek for your further thoughts as soon as possible. If the complaint involves multiple company entities or is affected by force majeure factors, the investigation period may be appropriately extended.