Complaint #21: Complaint Against SAAS Regarding
Actions of Accreditation Auditor
Details:
Performance of SAAS Lead Auditor
Certification Body: BSI
Details of Complaint:
BSI has lodged a complaint related to the actions and behavior
of accreditation auditor during surveillance audit at office.
Issues raised include:
-disputed nonconformances (client was not notified of possible
nonconformances during audit and therefore could not show
evidence)
-Improper wording for nonconformance
-Improper review of old files
-Gender bias
-Unprofessional behavior during audit
-Raising of issues outside the scope of audit
Actions Taken:
April 17, 2008: SAAS received a letter from BSI making a formal
complaint about the performance of a SAAS Lead Accreditation
Auditor and disputing several CARs issued.
April 30, 2008: SAAS reviewed the BSI complaint and status
of corrective actions.
February 11, 2008: SAAS followed-up with SGS regarding the
status of reaccreditation and proposed actions.
May 7, 2008: SAAS requested additional details from BSI.
June 2008: SAAS conducted root cause analysis and stakeholder
consultation related to the complaint.
June 2008: SAAS and BSI conferred via teleconference on the
complaint and disputed CARs.
June 6, 2008: Supporting evidence to remediate CARs was received
from BSI and CARs closed in November 2008.
Result:
SAAS staff conducted interviews with accreditation auditors
and reviewed evaluations from other CBs of accreditation auditor.
SAAS staff have noted the BSI complaint regarding the behavior
of the accreditation auditor and have saved this information
in the auditor’s personnel file. SAAS staff have concluded
that the auditor’s conduct was proper and the audit
activity was acceptable.
SAAS staff reviewed all of the CARs issued and the corrective
actions proposed by BSI. All corrective actions have been
accepted and evidence provided and CARs closed.
Complaint investigated: The behavior of the SAAS auditor
was found to be acceptable; BSI nonconformities addressed
and reaccreditation submitted.
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