投诉处理程序Complaint handling procedure

SGS致力于为全球客户提供独立、公正、精准、卓越的服务，并不断提高服务品质和透明度。如果您认为我们的服务未达到您的期望，您可以拨打我司的投诉处理专线4008803955，或直接联系与您对接的客户服务工作人员，发起投诉请求。

SGS is committed to providing independent, fair, precise, and excellent services to global customers, and continuously improving service quality and transparency. If you believe that our service has not met your expectations, you can call our complaint handling hotline at 4008803955 or directly contact the customer service staff who are in contact with you to initiate a complaint request.

您的意见与建议对我司进一步改善和提升服务质量非常的重要。

Your opinions and suggestions are very important for our company to further improve and enhance our service quality.

投诉定义：

您对SGS服务过程或产品（报告/证书）质量，或投诉处理过程本身，没有达到您的期望，向SGS提出不满意的意思表示。（参照ISO 10002）

Complaint Definition:

You issue a complaint when you are dissatisfied with SGS“s service process or the quality of its product (report/certificate), or the complaint handling process itself, which does not meet your expectations. (Refer to ISO 10002)

流程：

无论您是通过投诉处理专线还是客户服务工作人员发起投诉或申诉请求，我们都会立即将您的投诉信息登记记录在投诉事件信息处理系统中，在24个小时内向您正式确认，您的投诉已经收到，我们将立即进行调查处理，并由公司质量管理部门对整个投诉处理流程进行监督，以确保整个调查处理过程客观公正。同时，被投诉部门的质量经理将负责组织及协调相关人员跟进以下工作：

• 事件经过的信息及资料收集；
• 分析原因；
• 纠正措施的合理性评估及有效性验证；
• 考虑是否增加必要的预防措施；（适用时）
• 处理意见；（适用时）

Procedure:

Whether you initiate a complaint or appeal request through a complaint handling hotline or a customer service staff member, we will immediately register and record your complaint information in the complaint-related event information processing system. We will officially confirm to you within 24 hours that your complaint has been received, and we will immediately investigate and handle it. The company”s quality management department will supervise the entire complaint handling processto ensure the objectivity and impartiality of the entire investigation and handling process. At the same time, the quality manager of the department in question will be responsible for organizing and coordinating relevant personnel to follow up on the following work:

• Collection of information and materials related to the event;
• Cause analysis;
• Reasonability evaluation and effectiveness verification of the corrective measures; (When applicable)
• Consideration of the necessary preventive measures; (When applicable)
• Advice on the above work; (When applicable)

所有相关信息均将被记录和保存在数据库中。

All relevant information will be recorded and saved in the database.

我们将尽快向您反馈调查结果，适用的纠正措施，并进一步征求您的意见，如投诉涉及多个公司主体，或因其它不可抗力等影响，可能会适当延长调查时长。

We will provide you with feedback on the investigation results, applicable corrective measures, and seek for your further thoughts as soon as possible. If the complaint involves multiple company entities or is affected by force majeure factors, the investigation period may be appropriately extended.