6 replies to this topic

[Esther]

Hello all

After reading the post by Saltsafety whose issue was " audit duration and revisitis" an old thought came into my mind.
I wonder if some of you have experience in complaining against an auditor assessment, I mean, a formal complaint. I wonder what is more effective, addresing the CB or go directly to BRC organization?

I am sure that many of you have gone through an audit where the final impression was that the auditor did not know your process deeply. AT this point you can do at least two things: let him/her go and make the complaints afterwards or try, try and try to explain him/her all the scientific studies,again and again, losing time, energy and faith on how good is to get an certifiction!

I really would like to hear these kind of experiences from you, the experienced people!

Simon, I am not sure if this is the appropiate section to post this question. Please, in case you move it let me know. Thank you so much.

Regards

[Simon]

It's fine here Esther.

In the first instance I would complain to the CB and if you do not get a satisfactory response then the BRC would be my next port of call.

Regards,
Simon

[MKRMS]

Yes, Simon, ... after raising a formal complaint with the auditor first and giving him/her the opportunity to explain, of course. If no satisfactory response to your complaint can be got from the auditor, it is time for the first step of escalation:complain to the CB and request a re-audit (by a different auditor) if necessary.

I would be surprised if BRC do not have a formalised complaints procedure in place...

Matt

[Madam A. D-tor]

If you complain to the CB, the CB will ask the auditor and will try to solve the issue with you. Probably this auditor will never be sent to you again. If the auditor is employed with the CB, heshe may be provided by extra training. If the auditor is a freelancer, he/she will get a remark at the supplier evaluation of the CB.
If you complain to the BRC, the CB and specialy the auditor will be investigated. This can lead to disqualification of the auditor, disqualification of the CB and even to declare all audits by this auditor as invalid.

IFS case: one specific retailer is complaining to the IFS, if they find other non-conformities during a supplier audit. Even if this audit is 9 months later. The auditor has to justify the differences. The auditor will have to conduct a wittness audit, which is wittnessed by IFS.

[Esther]

Hello all

Thank ypou for all your comments.

MAdam A. Dtor, sorry but I did not understand very well what you meant with your IFS case ¿ was it a real case or you are talking in general? If it was a reak case, could you specify the complaint and how this case ended?

I would lke to share a case that happened to me. An auditor was asking for salmonella analysis from a canned product!!!! I could not believe that! I think that he had not realizad that the product was a canned one.He did not even ask for the validation study. Finally I had to explain to him about the salmonella, canned products bla,bla,bla...but my first thought was: out, I want another auditor.

Any other experience alike?

Regards
Esther

[Madam A. D-tor]

I would lke to share a case that happened to me. An auditor was asking for salmonella analysis from a canned product!!!! I could not believe that! I think that he had not realizad that the product was a canned one.He did not even ask for the validation study. Finally I had to explain to him about the salmonella, canned products bla,bla,bla...but my first thought was: out, I want another auditor.

Any other experience alike?

Well I have heard from an auditor asking for microbiological sample taking of steam, where steam was used directly.

MAdam A. Dtor, sorry but I did not understand very well what you meant with your IFS case ¿ was it a real case or you are talking in general? If it was a reak case, could you specify the complaint and how this case ended?

It is a general issue. One German retailer will complaint to the IFS, when they find other non-conformities during their supplier audit. There are several cases known. One involved my own CB.

[Koko LMQ]

Yes, if there is a complaint from interest party to any certificatiion, the certification body shall sort this out first and respond to. If you still do not accept, you can raise to standard owner. For BRC, you can see the details of complaint procedure in the protocol in the standard. Next phrase, client can verify the qualification of auditor used for audit via BRC Directory.

NY