Definition: A complaint is an expression of dissatisfaction with a product, service, or process.
Purpose: It aims to address and resolve issues related to service quality, behavior, or operational problems.
These processes shall be subject to confidentiality requirements.
- Complaints received from complainant shall be recorded.
- DIMA Certification Sdn Bhd may consider complaints received via verbal/phone. However, the complaint still has to submit written complaints and evidence.
- The compliant can be sent directly through email dimacertification@gmail.com or DIMA website (https://www.dima.my/complaint-appeal/).
- After the complaint received, DIMA will proceed with investigation and complainant (and MSPO if needed) shall be notify until final outcome is known.
- If the complaint is valid, DIMA will take immediate corrective action and implement remedial measures within 30 days from the date of processing to prevent recurrence.
- If disclosure is necessary, it should be discussed with the complainant.
- Results of investigation including action taken shall be reported to complainant (and MSPO if needed) and its status updated to ensure complainant is well informed on the status of the complaint.