Navigating Complaints, Appeals and Impartiality with Confidence

Join ANAB for a free webinar! Complaints, appeals and impartiality are critical elements of a robust management system, but often present challenging situations for organizations. This webinar explores practical approaches for identifying, managing and resolving complaints and appeals while safeguarding impartiality and maintaining stakeholder confidence.

Many organizations have complaint and appeal procedures, as well as an impartiality statement, but they struggle with implementation.

Organizations often struggle deciding:

• when an expression of dissatisfaction is a complaint
• when a customer is requesting corrective action
• at what point customer disagreement becomes an appeal
• and, how to demonstrate impartiality rather than simply claiming it

In this webinar, we will define complaints, appeals and impartiality and explore how to investigate complaints and appeals objectively. Managing conflicts of interest and impartiality will also be discussed. Attendees will gain a better understanding of common challenges, potential risks and effective practices that support compliance and continual improvement.

Key Takeaways

• Understand the difference between a complaint and appeal
• Learn practices to manage complaints, appeals and impartiality
• Understand common challenges and potential risks related to complaints, appeals and impartiality
• Evaluate complaints and appeals as improvement tools

Who Should Attend

Inspection body, laboratory, proficiency testing provider, reference material producer and certification body personnel who interact with complaints and appeals, managers, technicians, customer service representatives, sales executives