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COMMITMENT
RABQSA International Inc. (RABQSA) is committed to providing you with personnel and training certification services that exceed world’s best practice and, through continual improvement, remain the organization of first choice for persons and organizations seeking international recognition.
Our certification services are designed to be quick and easy, consistent and relevant to the needs of industry and compliant to international standards.
This Customer Charter sets out the specific service standards you should expect from RABQSA. It reflects products and services currently offered to the international market and the vision and mission to which we aspire.
We review our performance to this Charter both internally and with external peer review.
RABQSA’s goal is to deliver the right people, with the right abilities, to achieve the right business outcomes.
Yours Sincerely,
Michael Carmody
PRESIDENT AND
CHIEF EXECUTIVE OFFICER
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SERVICE
1. accessibility
We will:
- Maintain a presence internationally and within the
markets we serve;
- Continue to expand our coverage to ensure your enquiries can be serviced within your local market;
- Ensure your certification can be serviced in any of
our principal offices; and
- Ensure you have access to all our certification information via our website www.rabqsa.com
2. quick, easy and consistent service
We will:
- Provide friendly, knowledgeable and professional
service by a competent member of staff;
- Be on call during normal business hours and have
a decision maker available;
- Aim to service your personnel certification within 10
working days;
- Aim to service your initial training application within 5 working days;
- Aim to design, develop and deliver your certification scheme within 60 working days;
- Respond to email or written enquiries within 2
working days; and
- Provide a personal response to measure your
feedback on the certification experience.
3. appeals, complaints and resolutions
We will:
- Resolve your complaint or appeal quickly and fairly
and in accordance with our accredited certification
requirements;
- Maintain a free, easily accessible complaints, appeals
and feedback service via our website or by
telephone;
- Advise you of who is responsible for the handling, processing and resolution of your complaint or appeal;
- Ensure all certification appeals are reviewed by the
RABQSA scheme committee, an industry-based,
impartial panel of experts; and
- Provide you with written information with regard to your complaint or appeal.
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RELEVANCE
4. simple products
We will:
- Provide you with clear, easy to follow
documentation to assist you in making choices for certification;
- Provide online application and payment services
that are easy to use and provide you with
confirmation of transaction;
- Continue to expand our range of translated
documentation, services and online materiel in
languages that can be serviced from our principal
offices; and
- Write our documents, letters, brochures and website
messages in plain language.
5. relevant, industry focused, international
We will:
- Consistently work with industry on the design,
development and delivery of certification schemes
that are practical, relevant and accepted;
- Ensure our assessment against certification
requirements remains valid, defined and
measurable;
- Continue to achieve third-party accreditation of our
certification schemes against the international standard ISO/IEC 17024:2003;
- Ensure our certification schemes are adopted and recognized internationally; and
- Continue to seek the design, development
and delivery of certification schemes that provide
industry with a high level of confidence in our
certified professionals, and demonstrate the ability
to add tangible value to business outcomes.
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PROFESSIONAL
6. privacy, access and correction
We will:
- Keep your personal information private and secure;
- Ensure all certified professionals sign and adhere to
the code of conduct;
- Not provide, sell or market your personal
information to third-parties;
- Work with you to ensure your details are current,
accurate and complete;
- Correct any errors in your personal information that
you highlight to our staff; and
- Ensure your personal details are available for you to
inspect; exempting any third-party information
about you supplied to us.
7. community and environment
We will:
- Contribute to the certification and conformity
assessment community to enhance international
standards for personnel and training certification;
- Support and empower our staff to provide the best possible service to our customers;
and
- Continue to reduce the use of office consumables
to assist in the conservation of resources and the
environment.
8. consultation, accountability and audit
We will:
- Continue to engage our certified professionals,
training providers, scheme committees and our
peers through surveys and direct consultation, for
guidance on continual improvement;
- Implement and maintain a customer service
standard that achieves worlds best practice for
certification services;
- Engage in external review of our customer service
systems and report the findings to our customers;
and
- Make available the findings of the external audits.
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FEEDBACK
We welcome your thoughts and feedback on RABQSA. Whether you’re making a suggestion, paying a compliment or making a complaint, your feedback is the key to improving our products and services.
Making a suggestion
Your feedback helps us create a better certification product and service experience for all our customers. If you have a suggestion about how we can improve our services, please let us know.
Paying a compliment
Should you receive exceptional service from one of our staff, or find something you particularly like, please tell us about it.
Making a complaint
If we have made a mistake, or we have not provided you with service to your expectations, we would like to know.
For the fastest resolution to your complaint, please visit our website. You can also email a response to info@rabqsa.com
Most often we are able to provide a resolution immediately. If it can’t be solved promptly, your complaint will be forwarded to a complaints handler who will work with you to resolve the matter in a timely manner.
Where your complaint involves further, lengthy actions, we will keep you informed of the progress and provide you with the final resolution to your complaint.
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