{"content":[{"text":"LMS ASSESSMENT SERVICES PVT. LTD. \n Section Name Procedure for Appeals an Complaints \n Section No.: PM – 13 Issue No. 01 \n Page 2 of 4 Rev. No. 02","bbox":{"left":0.117686,"top":0.048589,"width":0.532879,"height":0.09551200000000001}},{"text":"Procedure Manual","bbox":{"left":0.676193,"top":0.050274,"width":0.1982339999999999,"height":0.02441}},{"text":"Issue Date 01-11-2015 \n Rev. Date: 01-02-2016","bbox":{"left":0.672859,"top":0.105253,"width":0.2038930000000001,"height":0.03884800000000001}},{"text":"4.1.5 Based on the decision of the appeal panel LMS shall initiate appropriate correction and \n corrective action and the same recorded in LMS-FM-054, register for complaints, appeals & \n disputes. \n 4.1.6 LMS shall be responsible for all decisions at all levels of the appeal handling process. \n The decision on the appeal is reviewed and approved by managing director and is \n communicated to the client. This completes the appeal process and LMS shall also inform \n the appellant at this time about the closure of the appeal.","bbox":{"left":0.117686,"top":0.158889,"width":0.808929,"height":0.125363}},{"text":"4.1.7 LMS shall ensure that the submission, investigation and decision on appeals shall not \n result in any discriminatory action against the appellant.","bbox":{"left":0.117686,"top":0.298321,"width":0.7903300000000001,"height":0.038242}},{"text":"4.1.8 The right of the client to appeal against any decision by LMS is communicated at the \n time of sending the quotation through document PID-02.","bbox":{"left":0.117686,"top":0.350593,"width":0.780664,"height":0.03824300000000003}},{"text":"4.1.9 Information about appeal handling process of LMS is made publicly available through \n web site and / or document PID-02","bbox":{"left":0.117686,"top":0.402715,"width":0.787056,"height":0.038242}},{"text":"4.2 Complaints \n 4.2.1 Information about complaint handling process of LMS is made publicly available \n through web site and / or document PID-02. The complaints handling process includes the \n following","bbox":{"left":0.117686,"top":0.455063,"width":0.808968,"height":0.0728129999999999}},{"text":"An outline of the process for receiving, validating, investigating the complaint and for deciding \n what actions to be taken in response to it.","bbox":{"left":0.117686,"top":0.54221,"width":0.8082550000000001,"height":0.037938999999999945}},{"text":"The Managing Director is responsible for gathering and verifying all necessary information to \n validate the complaint.","bbox":{"left":0.117686,"top":0.594482,"width":0.8087420000000001,"height":0.037939999999999974}},{"text":"4.2.2 The complaint can be made to the Managing Director by the client or any other \n interested party in writing giving details of the complaint. The complaint shall either relate to \n the certification activities of LMS or to the certified client and its activities.","bbox":{"left":0.117686,"top":0.646679,"width":0.808131,"height":0.05566700000000002}},{"text":"4.2.3 The complaints received are recorded in LMS-FM-054 and is acknowledged to the \n complainant. The managing director shall review the complaint to ascertain the seriousness \n and the genuineness of the complaint. LMS shall provide the complainant with progress \n reports and the outcome.","bbox":{"left":0.117686,"top":0.716376,"width":0.808782,"height":0.073129}},{"text":"4.2.4. The complaint redressal process:","bbox":{"left":0.117686,"top":0.803611,"width":0.367494,"height":0.020863999999999994}},{"text":"4.2.4.1. Complaints about LMS from the client or third party","bbox":{"left":0.117686,"top":0.83846,"width":0.551258,"height":0.020863999999999994}},{"text":"(a) Depending on the nature of the complaint, Chairman of the Impartiality Board shall \n decide to conduct the investigation himself or appoint a complaint panel for each","bbox":{"left":0.147098,"top":0.873227,"width":0.779771,"height":0.03824300000000003}}],"images_bbox":[],"images_bbox_not_text_overlap":[]}