Complaints & Appeals Procedure

At the Iraq National Accreditation Center (IRNAC), we are committed to maintaining the highest standards of fairness, transparency, and integrity in all our accreditation activities.

Our Complaints and Appeals Procedure is meticulously designed to address and resolve any concerns, complaints, or appeals related to our accreditation decisions and processes, ensuring the satisfaction and trust of all stakeholders involved.

The purpose of this procedure is to elucidate the methods adopted by IRNAC for receiving, handling, and resolving complaints and appeals from natural or legal persons regarding any matter related to accreditation decisions and other related activities.

This procedure encompasses all of IRNAC’s accreditation activities, including evaluation and decision processes, and it outlines the handling and resolving processes of complaints and appeals related to the accreditation processes of bodies either accredited or seeking accreditation by IRNAC.

IRNAC is dedicated to ensuring that all complaints and appeals are addressed with utmost impartiality and objectivity, without any discrimination. We take meticulous measures to prevent any conflicts of interest and to uphold our commitment to impartiality and confidentiality throughout the resolution process.

Complaints:

Complaints about IRNAC’s activities may generally pertain to:

• Handling of applications
• Conduct of assessments
• Time taken to gain accreditation
• Performance, attitude, and behavior of the assessment team during the assessment
• Service performance of IRNAC personnel
• Rejection of an accreditation application, either partially or completely
• Assessment proposals made by IRNAC
• Findings and corrective action requests of the assessment team as a result of the accreditation assessment carried out on behalf of IRNAC, etc.

Procedure:

1. Submission: Individuals or entities can submit their complaints or appeals using the "IRNAC-FR-09 Complaint-Appeal Record Form", available through IRNAC’s official channels.

2. Evaluation: Upon receipt, each complaint and appeal are thoroughly reviewed and evaluated based on objective evidence, ensuring fairness and impartiality throughout the process.

3. Resolution: IRNAC is committed to resolving all complaints and appeals promptly and fairly, taking appropriate measures to address any identified non-conformities and to prevent their recurrence.

4. Feedback: Complainants are kept informed about the progress and outcome of their complaint or appeal, ensuring transparency and maintaining trust.

IRNAC’s Complaints and Appeals Procedure reflects our unwavering commitment to upholding the principles of fairness, transparency, and integrity in all our accreditation activities.

By ensuring a systematic and impartial approach to addressing and resolving complaints and appeals, we strive to maintain the confidence and trust of all our stakeholders and to continually enhance the quality and credibility of our accreditation services.