During all audits and certification activities, SACAS Ireland's management is strictly committed to impartiality as an essential element in the conduct of audits and certifications. A potential conflict of interest is managed in order to ensure the objectivity of all certification activities.

The value of SACAS Ireland certificates is in the degree of confidence and trust that customers and markets place in SACAS Ireland. Customers of certified organizations and end-users expect to rely on SACAS Ireland certificates. To promote this confidence, SACAS Ireland takes into account the following principles in all of its activities:

• impartiality;
• competence;
• responsibility;
• openness;
• confidentiality;
• responsiveness to complaints;
• risk-based approach.

Impartiality requires independence from any undue influence upon certification decisions, which shall be objective and purely fact-based. Competence is a key asset in ensuring professional audits that lead to valid results. Every employee in every function shall be duly competent for their assigned tasks. At SACAS Ireland, we take responsibility for our certification activities and their results.

For SACAS Ireland, openness means unrestricted access to certification services without any undue discrimination. Confidentiality is another key asset in building sustainable business partnerships with our customers. Professional data and information protection is a continuous activity at SACAS Ireland.

For SACAS Ireland clients who rely on its certification activities, expect to have complaints investigated and, if found to be valid, to have confidence that these complaints will be appropriately addressed and that a reasonable effort will be made by SACAS Ireland to resolve them. Effective responsiveness to complaints is an important means of protection for SACAS Ireland, its clients, and other users of certification activities against errors, omissions, or unreasonable behavior. Confidence in certification activities is safeguarded when complaints are processed appropriately.

A corporate code of ethics has been established, defining consistent corporate values and principles in all SACAS Ireland certifications worldwide.

SACAS Ireland must consider the risks associated with providing competent, consistent, and impartial certification. Risks may include, but are not limited to, those associated with:

• The objectives of the audit;
• The sampling used in the audit process.
• Real and perceived impartiality;
• Legal, regulatory, and liability issues;
• The client organization being audited and its operating environment;
• Impact of the audit on the client and its activities;
• Health and safety of the audit teams;
• Perception of interested parties;
• Misleading statements by the certified client;
• Use of marks.

Impartiality Policy

SACAS Ireland is an affiliate of SACAS South Africa, which is an unaccredited certification body rendering third-party certification based on ISO/IEC 17021-1:2015, ISO/IEC 17021-3:2017, which has withdrawn its accreditation voluntarily from INAB; however, it will request reinstatement shortly and will continue its commitment to conform to INAB and IAF mandatory requirements. SACAS Ireland is responsible for all decisions relating to the granting, maintaining, extending, reducing, suspending, and withdrawing of certification of SACAS Ireland customers. SACAS Ireland is responsible for all decisions relating to the granting, maintaining, extending, reducing, suspending, and withdrawing of certification of SACAS Ireland customers.

SACAS Ireland's top management is committed to impartiality in all its management system certification activities and will identify and manage all potential threats to impartiality. SACAS Ireland has a publicly accessible statement on our website www.sacasireland.com, as well as the Code of Ethics and Code of Ethical Business, which is displayed in our offices, and we understand the importance of impartiality.

SACAS Ireland is carrying out management system certification activities and will manage conflicts of interest, ensuring the objectivity of our management system certification activities in all nine system certifications based on the international standards of ISO 9001:2015.

SACAS Ireland shall identify, analyse, and assess the potential risks associated with certification activities, documenting any possibilities for conflicts of interest that may arise from its relationships with all customers.

If any relationship poses a threat to impartiality, SACAS Ireland shall document these threats and forward them to the Impartiality Committee for analysis. This analysis aims to prevent conflicts of interest and eliminate or minimize these threats by acting and providing recommendations to top management. All potential sources of conflict of interest that are identified, whether they arise from within SACAS Ireland or from the activities of other persons, including external auditors, contractors, or organisations, will be analysed, and recommendations from the Impartiality Committee will be addressed, and actions taken to prevent any form of conflict of interest.

“NOTE” A relationship that threatens the impartiality of SACAS Ireland can be based on ownership, governance, management, personnel, shared resources, finances, contracts, marketing, and payment of a sales commission or other inducement for the referral of new clients, etc.

When a relationship poses an unacceptable threat to impartiality (such as a wholly owned subsidiary of SACAS Ireland requesting certification from its parent), then certification shall not be provided.

Quality Policy

 

SACAS Ireland is an affiliate of SACAS South Africa, which is an unaccredited certification body rendering third-party certification based on ISO/IEC 17021-1:2015, ISO/IEC 17021-3:2017, which has withdrawn its accreditation voluntarily from INAB; however, it will request reinstatement shortly and will continue its commitment to conform to INAB and IAF mandatory requirements. SACAS Ireland provides certification in accordance with ISO 9001:2015, management systems certification, and seeks process, product, and services accreditation with INAB. SACAS Ireland is responsible for all decisions relating to the granting, maintaining, extending, reducing, suspending, and withdrawing of certification of SACAS Ireland customers.

Our policy is to provide confidence in our certification decisions by upholding key principles. These principles relate to ensuring: Impartiality; Competence; Responsibility; Openness; Confidentiality; Access to Information; Responsiveness to complaints and Appeals; and a Risk-based approach within the certification decision processes, as well as our products and systems certification services. We ensure that conflicts of interest are avoided, managed, and the objectivity of SACAS Ireland and certification activities is maintained.

We commit to ensuring compliance of our certification processes with the requirements of international and national standards ISO/IEC 17021-1:2015, ISO/IEC 17021-3:2017 INAB requirements, IAF MD 1 to MD 29, and ISO 9001:2015. A programme has been established ensuring compliance with ISO/IEC 17021-1:2015 requirements.

Our certification processes will be subjected to continual review and improvements made to increase the effectiveness of the management system defined in the quality manual.

In addition to pursuing our goals, strategic direction, and commitments, SACAS Ireland will actively support and cooperate in the achievement of the vision. SACAS Ireland will identify all potential threats and opportunities regarding our certification services, especially regarding potential threats to impartiality.

Quality objectives have been compiled to ensure compliance with ISO/IEC 17021-1:2015 and ISO 9001:2015 requirements, supported by programmes that facilitate the achievement of these objectives.

SACAS Ireland commits to ensuring compliance with applicable legal and other requirements, as well as compliance with INAB requirements.

This policy will be continually reviewed with respect to the changes in conformity assessment standards to ensure that it remains relevant and suitable, as well as ensuring continual improvement.

Confidentiality Policy

 

SACAS Ireland is an affiliate of SACAS South Africa, which is an unaccredited certification body rendering third-party certification based on ISO/IEC 17021-1:2015, ISO/IEC 17021-3:2017, which has withdrawn its accreditation voluntarily from INAB; however, it will request reinstatement shortly and will continue its commitment to conform to INAB and IAF mandatory requirements. SACAS Ireland provides certification in accordance with ISO 9001:2015 management system certification and seeks process, product, and services accreditation with INAB. SACAS Ireland is responsible for all decisions relating to the granting, maintaining, extending, reducing, suspending, and withdrawing of certification of SACAS Ireland customers.

SACAS Ireland's top management is committed to confidentiality in all its management system certification activities and will identify and manage all potential threats to breaching confidentiality.

SACAS Ireland's top management is committed to managing all information obtained or created during the performance of certification activities at all levels of its structure, including committees and external bodies or individuals acting on its behalf.

SACAS Ireland shall inform the client, in advance, of the information it intends to place in the public domain. All other information, except for information that is made publicly accessible by the client, shall be considered confidential.

SACAS Ireland shall not disclose any information about a particular certified client or individual to a third party without the written consent of the certified client or individual concerned.

When SACAS Ireland is required by law or authorized by contractual arrangements, such as with INAB, to release confidential information, the client or individual concerned shall, unless prohibited by law, be notified of the information provided.

Information about the client from sources other than the client (e.g., complainants, regulators) shall be treated as confidential, consistent with this policy.

Personnel, including any committee members, contractors, personnel of external bodies, or individuals acting on behalf of SACAS Ireland, shall keep confidential all information obtained or created during the performance of SACAS Ireland’s activities except as required by law nationally and internationally.

SACAS Ireland has processes and, where applicable, equipment and facilities that ensure the secure handling of confidential information.

SACAS Ireland is committed to providing effective, efficient, and customer-oriented treatment of complaints and appeals. Feedback from customers, which also includes complaints, is considered an opportunity to improve our services. For this reason, SACAS Ireland is interested in all feedback, including complaints, if needed.

Complaint Procedure

1.1. Responsibilities

Each manager is responsible for:

• The maintenance of the Complaints Register,
• The appointment of a member of their staff to coordinate the management of complaints until closeout and to be the first contact for complaints,
• Regular updating of the complaints register is the responsibility of the Quality Manager.

The Quality Manager is responsible for:

• The maintenance of the Complaints Register,
• Coordinating management of complaints relating to SACAS Ireland matters until closeout and being the first contact for complaints received by SACAS Ireland,
• Monthly reporting of the complaints summary to Executive Management.

The Chief Executive Officer is responsible for:

• Maintenance of the General Component of Potential Client Cancellation Reports;
• Coordinating management of complaints relating to general matters until closeout.

1.2. Complaints Register

The Complaint register shall record the following details:

• Complaint Number;
• Who is complaining?
• What is the complaint about?
• Who is handling the complaint?
• When was the complaint received?
• How was the complaint resolved?
• When was the complaint closed?

1.3. Processing of Complaints about SACAS Ireland

On receiving a complaint, the relevant details are recorded on a complaint form and verified to validate the complaint. The Complaint Form (along with other relevant details) is submitted to the Quality Manager or their nominee for review. The person selected to investigate the complaint shall be free of ‘conflict of interest’. (i.e., the person must not have provided consultancy to, or have been employed by, the complainant within the previous 2 years. They shall not be a shareholder of the complainant organization, and shall be free of any commercial or personal influences that might affect objectivity.

SACAS Ireland confirms whether the complaint relates to certification activities that it is responsible for and, if so, shall deal with it. If the complaint relates to a certified client, then an examination of the complaint shall consider the effectiveness of the certified management system. 

Submission, investigation, and decision on complaints shall not result in any discriminatory actions against the complainant. 

Upon receiving a complaint, the person(s) appointed to resolve the complaint shall be selected by, or reviewed and approved by, the person(s) not involved in the certification activities related to the complaint. Additionally, upon receipt of a complaint, SACAS Ireland shall confirm whether the complaint pertains to certification activities for which it is responsible and, if so, will address it accordingly. If the complaint relates to a certified client, then an examination of the complaint shall consider the effectiveness of the certified management system. 

Any valid complaint about a certified client shall also be referred by SACAS Ireland to the certified client in question at an appropriate time. SACAS Ireland, however, shall first obtain the necessary information, ensuring it is valid, before approaching the client. 

SACAS Ireland has a documented procedure in place to receive, evaluate, and make decisions on complaints. This process is subject to requirements for confidentiality, as it pertains to both the complainant and the subject of the complaint. 

The complaints-handling process includes the following elements and methods:

1. An outline of the process for receiving, validating, and investigating the complaint, and for deciding what actions are to be taken in response to it;
2. Tracking and recording complaints, including actions undertaken in response to them;
3. Ensuring that any appropriate corrections and corrective actions are taken. 

SACAS Ireland shall, when receiving the complaint, be responsible for gathering and verifying all necessary information to validate the complaint. 

Whenever possible, SACAS Ireland shall acknowledge receipt of the complaint and shall provide the complainant with progress reports and the result of the complaint. 

The decision to be communicated to the complainant shall be made by, or reviewed and approved by, individual(s) not previously involved in the subject of the complaint. 

Whenever possible, SACAS Ireland will provide formal notice to the complainant of the end of the complaints-handling process. 

SACAS Ireland shall determine, together with the certified client and the complainant, whether and, if so, to what extent, the subject of the complaint and its resolution shall be made public. 

The following process shall be followed by SACAS Ireland:

Upon review, the Quality Manager or their nominee shall appoint a staff member to manage the complaint and enter the details into the complaint register.

If not have the resources to manage a particular complaint, assistance may be sought from the following:     

Chief Executive Officer.

• A copy of all correspondence relating to the complaint (sent and received) must be filed with the relevant complaint form.
• Once an agreement has been reached on the satisfactory resolution of the complaint, the relevant staff member investigating the complaint shall:
  • Update the complaint form,
  • Update the complaint register,
  • Provide written confirmation of the action that will be or has been taken to resolve the complainant’s grievance.

Apart from confirming to the complainant what action has been taken to resolve their complaint, the complainant must be advised of their right to appeal against the handling of their complaint. That is, if the complainant is not happy with the resolution of their grievance with SACAS Ireland, they may lodge a written appeal with:

The Company Legal Adviser
SACAS Ireland
Office 3, Unit 21,
N17 Business Park,
Galway Road, 
Taum, Co. Galway,
H54 KD42

For the purposes of this procedure, where all actions reasonably expected of SACAS Ireland have been taken, it is deemed that “agreement has been reached on the satisfactory resolution of the complaint”, whether or not the complainant agrees to the resolution or considers it to be “satisfactory”.

1.4 Processing a Complaint about SACAS Ireland Clients

On receiving a complaint, the relevant details are recorded on a complaint form. The complaint form (along with other relevant details) is forwarded to the Quality Manager for review.

SACAS Ireland will confirm whether the complaint relates to certification activities for which it is responsible and, if so, will deal with it. If the complaint relates to a certified client, it will be investigated to determine whether it represents a source of information regarding possible Non-conformity, including any predetermining factors within the SACAS Ireland management system, by examining the complaint and considering the effectiveness of the certified management system.

The Quality manager reviews the importance of the complaint to SACAS Ireland and enters details into the complaints register. The review shall consider, at least, the following issues:

• safety,
• misuse of the Standards Mark,
• certified management systems,
• potential to undermine the reputation of SACAS Ireland.

All complaints and disputes will be addressed in a constructive and timely manner. Where the operation of complaints and dispute procedures has not resulted in the acceptable resolution of the matter or where the proposed procedure is unacceptable to the complainant or other parties involved, SACAS Ireland provides for an appeals process.

This appeals procedure provides:

1. The opportunity for the appellant to formally present its case.
2. An independent element or other means to ensure the impartiality of the appeals process;
3. A written statement of the appeal findings to the appellant, including the reasons for the decisions reached.

SACAS Ireland shall ensure that when receiving a complaint, it is responsible for gathering and verifying all information to validate the complaint.

If a decision is taken to investigate a complaint, the method and resources allocated to the investigation are left to the discretion of the Quality Manager. The progress of such investigations shall be reported as described above to the complainant.

At the discretion of the Quality Manager, the SACAS Ireland client, who is the subject of a complaint, may be informed that SACAS Ireland is investigating a complaint made by one of their clients, and may also be informed of the outcome of the SACAS Ireland investigation. However, please note the following:

• The degree and type of information given to a third party are governed by SACAS Ireland Rules relating to confidentiality,
• The identity of the complainant shall not be disclosed without the complainant’s expressed permission to do so.

The decision to be communicated to the complainant shall be made by, or reviewed and approved by, individual(s) not previously involved in the subject of the complaint. 

If the complaint is solely about a lack of service or a commercial dispute, the investigating officer shall organize a letter, signed by the Quality Manager, outlining SACAS Ireland’s role to the complainant within seven (7) days of receiving the complaint.

Once the required action has been implemented, the investigating officer completes the complaint form and updates the complaint register. 

SACAS Ireland shall provide the complainant with formal notice of the end of the complaints-handling process.

SACAS Ireland shall determine, together with the client and the complainant, whether and, if so, to what extent the subject of the complaint and its resolution shall be made public. 

SACAS Ireland shall take any subsequent action needed to resolve the complaint. 

1.5 Processing of SACAS Ireland Complaints

Complaints received by Corporate shall be processed and investigated based on the root-cause analysis.

1.6 Processing of Complaints about Certified Clients

When receiving a complaint about a certified company, the relevant details are recorded on a complaint form. The Complaint Form (along with other relevant details) is submitted to the Quality Manager or their nominee for review. The person selected to investigate the complaint shall be free of ‘conflict of interest’. (i.e., the person must not have provided consultancy to, or have been employed by, the complainant within the previous 2 years. They shall not be a shareholder of the complainant organization, and shall be free of any commercial or personal influences that might affect objectivity. The certified client will be informed at an appropriate time. 

Upon review, the Quality Manager or their nominee shall appoint a staff member to manage the complaint and enter the details into the complaint register.

If not have the resources to manage a particular complaint, assistance may be sought from the following:

Chief Executive Officer

A copy of all correspondence relating to the complaint (sent and received) must be filed with the relevant complaint form for future reference.

If it is a systems complaint the certified client will be informed of the complaint in writing and a short notice audit will be conducted on the certified company, at companies expense, to obtain objective evidence of the complaint if non-conformances are identified the certified company will draft a complete action plan by when by whom and what actions will be taken to address the non-conformity and SACAS Ireland will not be held responsible for any financial claims because of poor services or products delivered by the certified company.

If a complaint was raised by the public of a certified client (in the newspaper, on the radio, or on television), the client will be informed of the complaint in writing and a short-notice audit will be conducted on the certified company, on companies expense, to obtain objective evidence of the complaint and if non-conformances are identified the certified company will draft a complete action plan by when by whom and what actions will be taken to address the non-conformity and SACAS Ireland will not be held responsible for any financial claims because of poor services or products delivered by the certified company.

Once an agreement has been reached on the satisfactory resolution of the complaint, the relevant staff member investigating the complaint shall:

• update the complaint form,
• update complaint register,
• Provide written confirmation of the action that will be or has been taken to resolve the complainant’s grievance.

SACAS Ireland uses such an investigation to develop remedial/corrective action, which includes measures for:

1. Preventing recurrence;
2. Assessing the effectiveness of the remedial/corrective measures adopted.

Apart from confirming to the complainant what action has been taken to resolve their complaint, the complainant must be advised of their right to appeal against the handling of their complaint. That is, if the complainant is not happy with the resolution of their grievance with SACAS Ireland, they may lodge a written appeal with:

The Company Legal Adviser
SACAS Ireland
Office 3, Unit 21,
N17 Business Park,
Galway Road, 
Taum, Co. Galway,
H54 KD42,
Ireland

For the purposes of this procedure, where all actions reasonably expected of SACAS Ireland have been taken, it is deemed that “agreement has been reached on the satisfactory resolution of the complaint”, whether or not the complainant agrees to the resolution or considers it to be “satisfactory”.

All complaints will be handled in the same manner and with the same objectivity, and the same effort will be made to ensure that proper corrective action is taken and preventive actions are implemented to prevent recurrence.

Written feedback will be provided to the complainant regarding the actions taken.

1.7 Corrective Action or Service Improvement

Long-term corrective actions, preventative actions, or suggested service improvements identified by this procedure should be presented at the management review meeting for determination of the appropriate course of action.

1.8 Information made publicly available regarding a complaint

If a complaint was raised in the public and the complaint was investigated through a short notice audit and non-conformances were identified, a proper press release will be compiled with the advice of the legal advisors of the certified client as well as the legal advisors of SACAS Ireland with a summary report which includes the corrective action plans as determined by the certified client, will be made available to the public. If the certified client refuses to make any information publicly available, SACAS Ireland reserves the right to withdraw certification. SACAS Ireland will not be held responsible for any financial claims arising from poor services or products delivered by a certified company, regardless of whether the information was made publicly available or not.

If a complaint was raised in the public and the complaint was investigated on short notice and no non-conformances were identified, a proper press release will be compiled with the advice of the legal advisors of the certified client, as well as the legal advisors of SACAS, with a summary report, and will be made available to the public. SACAS Ireland will not be held responsible for any financial claims arising from poor services or products delivered by a certified company, regardless of whether the information was made publicly available or not.

1.9. Management Reporting

1.9.1. The Quality Manager shall ensure all components of the complaints register are maintained in a current state and available for review on a monthly basis by the Chief Executive Officer.

1.9.2. The Quality Manager shall ensure records of all completed complaint forms and related documentation are maintained as per our own Procedure.

1.9.3. The Chief Executive Officer shall collate and report on a monthly basis to Executive Management the following:

• Details of all new complaints for the month,
• All formal complaints from the previous month remain open.

1.1. Responsibilities

Each manager is responsible for:

• The maintenance of the Appeals Register; 
• The appointment of a member of the senior staff to coordinate the management of appeals until close-out and to be the first contact for appeals.
• Regular updating of appeals relating to SACAS Ireland matters until close-out, and being the first contact for appeals received by SACAS Ireland ;
• Monthly reporting of appeals summary to Executive Management.
• The Chief Executive Officer is responsible for:
• Maintenance of the General Component of Potential Client Cancellation Report;
• Coordinating management of appeals relating to general matters until close-out.

1.2. Appeals Register

The Appeals register shall record the following details:

• Appeals Number;
• Who is appealing?
• What is an appeal about?
• Who is handling the appeal?
• When was the appeal received?
• How was the appeal resolved?
• When was the appeal closed?

1.3. Processing of Appeals about SACAS Ireland

SACAS Ireland shall ensure that a description of the appeals-handling process is publicly accessible.

Upon receiving an appeal, the relevant details are recorded on an appeals form. The Appeals Form (along with other relevant details) is forwarded to the Quality Manager for review. The person selected by the Quality Manager to investigate the Appeal shall be free of ‘conflict of interest’. (i.e., the person must not have provided consultancy to, or have been employed by, the complainant within the previous 2 years. They shall not be a shareholder of the appealing organization, shall be free of any commercial or personal influences that might affect the objectivity, and shall not have been part of any internal or external audits in the past two years from the date of appeal at the appealing company.

Upon review, the Quality Manager or their nominee shall appoint a staff member to manage the appeal and enter the details into the appeals register.

If not have the resources to manage a particular appeal, assistance may be sought from the following:

Chief Executive Officer

• A copy of all correspondence relating to the appeal (sent and received) must be filed with the relevant appeals form. 
• Once an agreement has been reached on the satisfactory resolution of the appeal, the relevant staff member investigating the appeal shall:
• Update the appeals form,
• Provide the Quality Manager with the necessary information to update the appeals register.
• Provide written confirmation of the action that will be or has been taken to resolve the appealing company’s grievance.

Apart from confirming to the appealing company what action has been taken to resolve their appeal, the appealing company must be advised of their right to appeal against the handling of their appeal. That is, if the appealing company is not happy with the resolution of their grievance with SACAS Ireland, they may lodge a written appeal with:

The Company Legal Adviser
SACAS Ireland
Office 3, Unit 21,
N17 Business Park,
Galway Road, 
Taum, Co. Galway,
H54 KD42

For the purposes of this procedure, where all actions reasonably expected of SACAS Ireland have been taken, it is deemed that “agreement has been reached on the satisfactory resolution of the appealing company”, whether or not the appealing company agrees to the resolution or considers it to be “satisfactory”.

1.4 Processing an Appeal about a SACAS Ireland outcome

On receiving an appeal, the relevant details are recorded on an appeals form. The appeals form (and other relevant details) is passed to the Quality manager for review. A formal acknowledgment will be provided to the appellant in writing and will be sent via email as well as by hand, ensuring the appellant is aware that the appeal has been received and the investigation process has commenced.

The Quality manager reviews the importance of the appeal to SACAS Ireland and enters details into the appeals register. The review shall consider at least the following issues:

• What is the appeal about?
• Who is appealing?

If a decision is taken to investigate the appeal, the method and resources allocated to the investigation are left to the discretion of the Quality Manager. The progress of such investigations shall be reported as described above.

At the discretion of the Quality Manager, SACAS Ireland’s client, which is the subject of an appeal, must be informed that SACAS Ireland is investigating the appeal made by one of their management, and also must be informed of the outcome of the SACAS Ireland investigation. However, please note the following:

• The degree and type of information given to a third party are governed by SACAS Ireland Rules relating to confidentiality.

No person involved in the appeal handling process was part of any audit carried out by the organization in the past two years, nor had they been consulted by the appealing company in the past two years.

SACAS Ireland is responsible for all decisions at all levels of the appeals-handling process. SACAS Ireland shall ensure that the persons engaged in the appeals-handling process are different from those who carried out the audits and made the certification decisions.

Submission, investigation, and decision on appeals shall not result in any discriminatory actions against the appellant.

The appeals-handling process shall include at least the following elements and methods:

1. An outline of the process for receiving, validating, and investigating the appeal, and for deciding what actions are to be taken in response to it, taking into account the results of previous similar appeals;
2. Tracking and recording appeals, including actions undertaken to resolve them;
3. Ensuring that any appropriate corrections and corrective actions are taken.

SACAS Ireland shall acknowledge receipt of the appeal and shall provide the appellant with progress reports and the outcome.

The decision to be communicated to the appellant shall be made by, or reviewed and approved by, individual(s) not previously involved in the subject of the appeal;

SACAS Ireland shall give formal notice to the appellant of the end of the appeals-handling process.

Once the required action has been implemented, the investigating officer completes the appeals form and gives the information to the Quality Manager, who updates the appeals register. 

1.5 Investigation of SACAS Ireland Appeals

The appointee who is responsible for the investigation of the appeal shall be free of ‘conflict of interest’. (I.e., the person must not have provided consultancy to, or have been employed by, the appellant within the previous 2 years. They shall not be a shareholder of the appealing organization and shall be free of any commercial or personal influences that might affect the objectivity, and shall not have been part of any internal or external audits in the past two years from the date of appeal at the appealing company.

The appointee may decide to depend on the form of appeal to appoint more members to assist with the investigation, but the same rules apply.

The appointee(s) may not be the same people who conducted the audits or who are part of the approvals board activities. 

SACAS Ireland shall ensure that submissions, investigations, and decisions on appeals shall not result in any discriminatory actions against the appellant. 

The appeals-handling process shall include at least the following elements and methods:

• an outline of the process for receiving, validating, and investigating the appeal, and for deciding what actions are to be taken in response to it, taking into account the results of previous similar appeals;
• tracking and recording appeals, including actions undertaken to resolve them; and
• ensuring that any appropriate correction and corrective action are taken. 

SACAS Ireland shall acknowledge receipt of the appeal and shall provide the appellant with a progress report as well as the final outcome. 

SACAS Ireland shall ensure that the decision to be communicated to the appellant shall be made by, or reviewed and approved by, an individual(s) not previously involved in the subject of the appeal.

The decision to be communicated to the appellant shall be made by, or reviewed and approved by, individual(s) not previously involved in the subject of the appeal. 

SACAS Ireland shall give formal notice to the appellant of the end of the appeals handling process.

SACAS Ireland shall take any subsequent action needed to resolve the appeal.

A complete investigation is conducted, taking into consideration all objective evidence provided by the appellant, as well as the requirements of the applicable standard and normative references, according to which the appellant seeks certification.

This may require the investigation team to access the appellant's premises to obtain more objective evidence, ensuring compliance with the required standards and normative references.

A formal opening meeting will be held, and the investigation during site visits will be in the form of audits, gaining information based on objective evidence, and continuous feedback to the appellant will be given, ensuring they understand the process of the investigation, and the whole process will be handled according to SACAS Ireland procedures. A formal feedback session will be held at the end of the on-site activities, ensuring the appellant understands the process followed and the way forward.

Based on the investigation's outcome, the team will determine whether the original certification outcome was satisfactory and in compliance with the requirements of the relevant standard and normative references, as well as the requirements of ISO/IEC 17021-1:2015, ISO/IEC 17065:2012, ISO 22003-1:2022, and the INAB requirements.

A formal report will be forwarded to the approvals board for final verification and approval. If corrective action is required from SACAS Ireland, a non-conformance will be opened, and these actions will be documented on the non-conformance, including the required corrective and preventive actions for future use. The non-conformance will also be recorded in the non-conformance register.

A formal final report will be provided to the appellant in writing and verbally at a meeting, ensuring they understand the outcome of the investigation based on objective evidence.

Both parties then sign an acknowledgment of the report, and SACAS Ireland will take full responsibility for the outcome of the investigation. 

If the appellant still appeals the outcome, the final report will be forwarded to the Impartiality Committee, which will review the appeal again and give its opinion based on the objective evidence, and will also notify the certification authorities, INAB, of the outcome of their investigation in writing, as well as to the appellant.

If the appellant remains unsatisfied, a formal complaint will be logged with INAB to investigate the appeal and ensure compliance with the requirements. Please note that SACAS Ireland is not yet INAB accredited and is currently in the process of obtaining accreditation.

If you are still not satisfied, it will be referred to the dispute resolution as per the signed agreement.

All investigations will be done on SACAS Ireland's expense if the outcome indicates that the audit team was not in line with the requirements of the required standard and normative references, but if evidence indicates that the appellant was responsible and did not comply with the required standard requirements or normative references, they will be held responsible for all costs involved.

1.6 Corrective Action or Service Improvement

Long-term corrective action, preventive action, or suggested service improvements, as identified by this procedure, should be presented at the management review meeting for determination of the appropriate course of action and future management to prevent recurrence.

1.7 Management Reporting

1.7.1. The Quality Manager shall ensure all components of the appeals register are maintained in a current state and available for review on a monthly basis by the Chief Executive Officer.

1.7.2. The Quality Manager shall ensure records of all completed appeal forms and related documentation are maintained as per SACAS Ireland procedure.

1.7.3. The Chief Executive Officer shall collate and report on a monthly basis to Executive Management the following:

• details of all new appeals for the month,
• All formal appeals from the previous month are still open.

• The certified Organisation may use the SACAS Ireland scheme logo in order to indicate participation in the relevant Scheme.
• The SACAS Ireland mark scheme logo may only be used for the scheme certified by the Organisation, certified by SACAS Ireland, whilst it maintains a valid registration certificate issued by SACAS Ireland.
• The certified Organisation may display the SACAS Ireland mark scheme logo:
  • on its letterheads and stationery.
  • in advertising or in promotional material.
  • on a panel or board that identifies its premises or the nature of its business.
  • on a flag, obtainable from SACAS Ireland, to be displayed at such premises. 
  • on a fleet vehicle or delivery vehicle, provided that the display clearly indicates the logo relates to product-specific certification or systems certification only.
• The SACAS Ireland logos for product, process, and service certifications may be used on the Organization’s product packaging, product labels, or on the product itself, or on the product datasheets of the certified product, process, or service that are certified.
• The SACAS Ireland shall not permit its product, process, or service marks to be applied by certified clients to laboratory test, calibration, or inspection reports or certificates.
• SACAS Ireland shall not permit its systems certification marks (e.g., ISO 9001, ISO 14001, etc) to be used on a product, nor product packaging, nor in any other way that may be interpreted as denoting product conformity, or in accompanying information that the certified client has a certified management system. Product packaging is considered as that which can be removed without the product disintegrating or being damaged. Accompanying information is considered separately available or easily detachable. Type labels or identification plates are considered part of the product. The statement shall in no way imply that the product, process, or service is certified by this means. The statement shall include reference to:

• • identification (e.g., brand or name) of the certified client.
  • the type of management system (e.g., quality, environment) and the applicable standard.
  • SACAS Ireland has issued the certificate.

• SACAS Ireland flags shall only be used by certified clients and may not be used in any manner after the cancellation of their registration.
• If the company follows the option not to use the SACAS Ireland logos, no alternative logo is authorized to be used whatsoever, as traceability back to SACAS Ireland is required, and no other certification body, the INAB logo, or any internet logos are allowed to be used, as those logos are not authenticated by SACAS Ireland.
• The logo of SACAS Ireland shall not be used by any certified client; only the marks issued by SACAS Ireland may be used. 
• The Organization agrees to conform to the requirements of SACAS Ireland when referring to its certification status in communication media, including the internet, brochures, advertising, or other documents.
• The Organization shall not make or permit any misleading statement regarding its certification.
• The Organization shall not use or permit the use of a certification document or any part thereof in a manner that is misleading.
• The Organization shall, upon withdrawal of its certification, discontinue its use of all advertising matter that contains a reference to certification, as directed by SACAS Ireland.
• The Organization shall amend all advertising matters when the scope of certification has been reduced.
• The Organization shall not permit its management system certification to be referenced in a manner that implies SACAS Ireland certifies a product (including a service) or process.
• The Organization shall not imply that the certification applies to activities and sites that are outside the scope of certification.
• The Organization shall not use its certification in such a manner that would bring SACAS Ireland and/or certification into disrepute and lose public trust.
• Incorrect references to the certification scheme, or misleading use of licenses, certificates, marks, or any other mechanism for indicating a product is certified, found in documentation or other publicity, could lead to suspension or even withdrawal of certification.

Procedure for evaluation, granting certification, maintaining, extending, or reducing the scope of certification, suspension, withdrawal, or refusing certification

SACAS Ireland does not outsource any systems certification activities but utilizes the services of its service providers (External Auditors) and has procedures in which we define the conditions under which such certification services are rendered. Subcontracting with another organization to provide part of the certification activities on behalf of SACAS Ireland IS NOT ALLOWED, and contracting with individual auditors and technical experts may take place but is not classified as outsourcing as it takes place under the control of SACAS Ireland direct. SACAS Ireland has a legally enforceable agreement covering the arrangements, including confidentiality and conflicts of interest, with each auditor and technical expert that provides certification services. 

Refer to Subcontracting. 

1. Where SACAS Ireland does not conduct testing activities itself, SACAS Ireland shall outsource evaluation activities only to bodies that meet the applicable requirements of the relevant International Standards and as specified by the certification scheme, of other documents. For testing, it shall meet the applicable requirements of ISO/IEC 17025:2017; for inspection, it shall meet the applicable requirements of ISO/IEC 17020:2012; and for management system auditing, it shall meet the applicable requirements of ISO/IEC 17021-1:2015. The impartiality requirements of the evaluation personnel stipulated in the relevant standard shall always be applicable. 

NOTE 1:  Examples of reasons why some requirements are not applicable include the following:

• expertise is available within SACAS Ireland when using the results of the evaluation activity.
• the extent of control SACAS Ireland has over-testing (including witnessing the testing), inspection (e.g. specifying inspection methods or parameters), or management system assessment (e.g. requiring specific details of a management system);
• a requirement is covered in an equivalent way by ISO/IEC 17065:2012 or is not needed to give confidence in the certification decision.

NOTE 2: This can include outsourcing to other certification bodies. The use of external personnel under contract is not outsourcing.

NOTE 3: For the purposes of ISO/IEC 17065:2012, the terms “outsourcing” and “subcontracting” are considered to be synonyms.

2. Where evaluation activities are outsourced to non-independent bodies (e.g. client laboratories) SACAS Ireland shall ensure that the evaluation activities are managed in a manner that provides confidence in the results and that records are available to justify the confidence. This will be done through evaluations onsite of the outsourced service provider, maintaining records of such evaluations as well as maintaining records of their accreditations with an accredited body such as a laboratory, testing, or inspection authority. 
3. SACAS Ireland shall have a legally binding contract with the body that provides the outsourced service, including provisions for confidentiality and conflict of interest as specified in 6.1.3, item c) of ISO/IEC 17065:2012. 

SACAS Ireland Shall:

1. take responsibility for all activities outsourced to another body.
2. ensure that the body that provides outsourced services, and the personnel that it uses, are not involved, either directly or through any other employer, in such a way that the credibility of the results could be compromised.
3. have documented policies, procedures, and records for the qualification, assessment, and monitoring of all bodies that provide outsourced services used for certification activities.
4. maintain a list of approved providers of outsourced services.
5. implement corrective actions for any breaches of the contract in point d or other requirements of which it becomes aware.
6. inform the client in advance of outsourcing activities, in order to provide the client with an opportunity to object.

NOTE: If the qualification, assessment, and monitoring of the bodies that provide outsourced services are performed by other organizations (e.g. by INAB, peer assessment bodies, or governmental authorities), SACAS Ireland can take this qualification and monitoring into an account provided that:

• it is provided for within the scheme requirements.
• the scope is applicable to the work being undertaken.
• the validity of the qualification, assessment, and monitoring arrangements are verified at a periodicity determined by SACAS Ireland. 

4. Decision-making for granting, refusing, maintaining certification, expanding, or reducing the scope of certification renewing, suspending, restoring, or withdrawing certification shall never be outsourced. 
5. SACAS Ireland and its service providers shall ensure that contracted individual persons are competent and comply with the applicable provisions of our quality manual and other standards and guides relevant to testing, inspection, or other technical activities.
6. If processes, products, or services are outsourced, the outsourced body shall not provide the design or production of the certified product nor shall it provide management system consultancy. Contracted individuals shall be free of conflict of interest in these respects both directly and through the person’s employer.
7. SACAS Ireland requires outsourced organizations and contractors to work within the quality management system and certification processes defined in our Quality Manual and supporting procedures.
8. SACAS Ireland:
   • Take responsibility for all activities outsourced to another body; 
   • Make decisions for granting, maintaining, renewing, extending, reducing, suspending, or withdrawing certification; 
   • Ensure that where SACAS Ireland uses individuals for outsourced activities, they conform to our requirements and also to the requirements of our Quality Manual, as well as including ISO/IEC 17021-1:2015, ISO/IEC 17065:2016, ISO 22003-1:2022, and IAF MD requirements. This includes competence, impartiality, and confidentiality; 
   • Ensure that where SACAS Ireland uses individuals for outsourced activities, they are not involved, either directly or through any other employer, with an organization to be audited, in such a way that impartiality could be compromised; 
   • Obtain the consent of the clients first, where SACAS uses impartial individuals for outsourced activities.
   • SACAS has a process for the approval and monitoring of all bodies that provide certification services for our certification activities, and shall ensure that records of the competence of all personnel involved in certification activities are maintained. 

NOTE 1: For ISO/IEC 17021-1 clause 7.5.1 to 7.5.4, where SACAS Ireland engages individuals or employees of other organizations to provide additional resources or expertise, these individuals do not constitute outsourcing, provided they are individually contracted to operate under SACAS Ireland’s management system.

NOTE 2: For ISO/IEC 17021-1 clause 7.5.1 to 7.5.4, the terms “outsourcing” and “subcontracting” are considered to be synonyms.

Maintaining Certification

SACAS Ireland will maintain accreditation based on the demonstration that our clients continue to satisfy the requirements of the management system standard(s) they are certified against. A client’s certification will be maintained based on a positive conclusion by the audit team leader, as well as with objective evidence of continual improvement and effectiveness without further independent review, provided that:

1. For any non-conformity or other situation that may lead to suspension or withdrawal of certification, SACAS Ireland requires that the audit team leader need to report to SACAS Ireland the need to initiate a review by requesting the approvals board to review the current certification who will send appropriately competent personnel, different from those who carried out the audit, to determine whether certification can be maintained, and
2. The approvals board, comprising trained and competent personnel from SACAS Ireland, oversees its surveillance activities, including auditor reporting, to ensure the certification activity operates effectively. It provides the Impartiality Committee with feedback on certificates every six months.

For more information, SACAS Ireland clients can contact the Chief Executive Officer at (+353) 089 440 1267.

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Certification Process Flow