申訴及抱怨程序
Appeal and Complaint

1. 申訴與抱怨的定義： Definition of Appeals & Complaint

申訴：由符合性評鑑 (conformity assessment) 受評對象向符合性評鑑機構(conformity assessment body) 提出， 要求該機構重新考量有關對該受評對象所作之決定。
Appeal: An appeal is a request made by the object of conformity assessment to the conformity assessment body, asking the body to reconsider a decision it has made relating to that object of conformity assessment.

亦即如果接受本公司稽核服務的客戶對於本公司的稽核結果有意見，可以填寫「CB-4-21301-客戶申訴受理單」，進行下列的申訴程序。In other words, if a client receiving the organization's  audit services has any objection to the audit results, they may fill out the CB-4-21301-Client Appeals Submission Form to initiate the following appeal-handling procedure.

抱怨：客戶表達對組織有關產品或服務或抱怨處理過程本身之不滿，明示或暗示地期待有所回應或解決。
Complaint: Expression of dissatisfaction by a customer regarding an organization's products, services, or the complaint-handling process itself, where the customer explicitly or implicitly expects a response or resolution.

亦即本公司客戶對於本公司的任何服務有意見，可以填寫「CB-4-21201-客戶抱怨受理單」，進行下列的抱怨程序。
In other words, if a client of the organization has any opinion or concern regarding the organization's services, they may fill out  the CB-4-21201-Client Complaint Submission Form to initiate the following complaint-handling procedure.

2. 申訴與抱怨的處理程序 Appeals and Complaints Handling Process

客戶若對本公司的服務有任何建議或不滿意之處，都可透過電子郵件或電話提出申訴(appeal@aitcert.com)或抱怨(complaint@aitcert.com)。Clients who have any suggestions or are dissatisfied with the certification services provided by the organization may submit an appeal (appeal@aitcert.com) or a complaint (complaint@aitcert.com) by email or telephone.

請具體說明申訴或抱怨的內容，並將姓名與聯繫方式等相關資訊依序填入表格並寄至本公司專屬處理E-mail，將在3個工作天內由專人回覆確認成案，並且進行後續追蹤、針對申訴/抱怨內容進行調查，並提出改善和處理建議，所有相關資訊會絕對保密。後續將定期向客戶回報處理進度，同時與客戶達成共識，共同尋求雙贏的解決方案，並要求所有參與人員對客戶的信息和情況予以嚴格保密。Please describe the details of the appeal or complaint clearly, fill in your name, contact information, and relevant details in the designated form, and send it to the organization's  dedicated email address for processing. The organization will acknowledge receipt within three working days, assign a responsible officer to follow up and investigate the case, and propose corrective or improvement actions as appropriate. All related information shall be kept strictly confidential. The organization will provide periodic progress updates to the client, work toward mutual agreement and a win–win resolution, and require all personnel involved to maintain confidentiality of client information and circumstances.

本公司對申訴之提出、調查及決定，絕不會對申訴者造成任何差別待遇。The organization guarantees that no discriminatory or adverse action will be taken against any appellant as a result of submitting, investigating, or deciding on an appeal.

申訴專屬信箱 Email for Appeal：appeal@aitcert.com

抱怨專屬信箱 Email for Complaint：complaint@aitcert.com