Gruppo IMQ


Complaints refer to detailed information given to IMQ about shortcomings in processes relative to its services.

IMQ operates a complaints management system at a central level, using appropriate computer software. The system processes complaints, analyses causes and identifies corrective and preventive actions. The management process is promptly deployed and includes monitoring the effectiveness of actions taken.

The process takes place without any exceptions to parties submitting complaints and the context.

Designated officers keep records of complaints for processing and corrective/preventive actions. These records are analysed to check proper and effective management as part of Quality Management System management review.

The general complaints management process is set out in the company procedure PI-402. Exceptions are indicated in the specific company procedure on schemes. Technical complaints concerning international agreements are processed based on the rules of these agreements.

To report complaints, please write to:

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