IMM has established a system to manage feedback and complaints in a constructive, impartial, and timely manner. Feedback may include compliments, complaints, general observations, or suggestions for improvement.
1. Submission of Feedback or Complaints
Feedback or complaints related to certification activities or other matters may be submitted either verbally or in writing. Verbal submissions may be made in person or via telephone. Written submissions may be submitted using the designated form [available here] or email us at secretariat@iomm.gov.my
2. Acknowledgement of Receipt
All feedback and complaints will be officially recorded by the IMM Secretariat. An acknowledgment of receipt will be sent within three (3) working days.
3. Complaint Documentation
If the feedback is a complaint, it will be formally documented, and a unique complaint case number will be assigned. Should the information provided be insufficient, the Secretariat will request additional details from the complainant.
4. Verification and Validation
The Secretariat will gather and verify all necessary information to assess the validity of the complaint. If deemed valid, an investigation will be initiated.
5. Investigation and Corrective Action
Investigations will be carried out promptly. If any non-conformities or issues are identified, appropriate corrective actions will be implemented to prevent recurrence.
6. Escalation of Serious Complaints
Complaints of a serious nature, particularly those affecting certification activities, will be escalated to IMM Management for further action.
7. Notification of Outcome
The complainant will be informed in writing of the investigation’s outcome, along with any actions or decisions taken in response to the complaint.
8. Confidentiality
All complaints will be handled with strict confidentiality, ensuring the privacy of both the complainant and the nature of the complaint.