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Quality Policy & Impartiality Principles

  • CIAC endeavors to achieve operational excellence, enhancement of customer satisfaction and continual improvement in its processes associated with the Management Systems Certification to the applicable criteria.
  • CIAC endeavors to provide its services in utmost high professional & Impartiality standards and business ethical manners thus ensuring the objectivity of its management system certification activities.
  • Impartiality is defined as actual and perceived presence of objectivity Impartiality is the principle holding that decisions are based on objective evidence obtained during assessments, not on the basis of bias or prejudice caused by influence of different interests of individuals or other involved parties. Threats to impartiality are permanently identified, reviewed and controlled by the Advisory Committee for Safeguarding Impartiality.
  • CIAC understands the importance of impartiality in carrying out our Quality Star Rating certification activities and will manage conflicts of interest and ensure the objectivity of related activities.
  • CIAC adopts a policy of recruiting personnel who possess suitable qualifications and appropriate training and experience. It assesses the resources required to undertake each audit and assign suitably skilled staff to the work, provide a good distribution of skills to auditing tasks and a sufficient number of persons for the audit.
  • Responsibility When considering responsibility to assess sufficient objective evidence upon which to base a certification decision, CIAC refers to fairness, disinterestedness and factuality. Decisions are taken only when audit related information include everything that is necessary to determine or demonstrate the truth of an assertion.
  • Openness By implementing this principle, CIAC establishes rules for providing public access or disclosure of non confidential information by responding positively to requests for information, answer requests for information quickly and helpfully, giving reasons for not providing information where this is not possible, ensuring that there are clear and effective arrangements to deal with complaints and concerns about provided certification services and access to information, and that these arrangements are clearly publicized and effectively monitored.
  • Confidentiality CIAC ensures that information is accessible only to those interested parties authorized to have access and specific rules are established for auditors, administrative staff and other interested parties. Information related to customers are not used or disclosed for purposes other than registration of the management system without the client’s explicit consent, or where there is a legal justification to do so.
  • Responsiveness to complaints All complaints will be investigated and responded to quickly and within specified time targets. The complaint handling process recognizes the need to be fair to both the complainant and the organization or individual against whom the complaint is made and, if the complaint is found to be valid, reasonable effort will be made to resolve the complaint by appropriate measures.
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