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Certification Information Center

With this extensive scope of services, KRQA is a trusted partner for organizations seeking to enhance their competitiveness and meet global standard requirements.

ISO CERTICATION PROCESS

ISO CERTIFICATION PROCESS

(Compliant with ISO/IEC 17021-1 and ISO/IEC 17065)

The KRQA certification process is conducted independently, objectively, and transparently to ensure that organizations or products meet international standards. Each step follows globally recognized accreditation requirements.

Certification Application (Application Stage)

The organization submits a certification application by providing:

The requested certification scope
Legal information of the organization
Number of employees and sites (including multi-site, if applicable)
Processes, products, risks, and operational complexity

KRQA performs an application review to determine:

✔ Auditor competency required
✔ Audit duration based on IAF/ISO rules
✔ Impartiality risk assessment
✔ Eligibility of the organization for certification

Proposal & Certification Agreement (Contracting)

KRQA issues a formal proposal that includes:

Audit scope
Certification fees
Audit duration
Client rights and obligations
Impartiality rules & logo usage conditions

The client signs the Certification Agreement as a commitment to comply with certification requirements.

Stage 1 Audit

Stage 1 aims to:

Assess the organization’s readiness
Review management system documentation (Manual, Policies, Procedures, Risk Register, Objectives, etc.)
Confirm readiness for Stage 2

Stage 1 results include:

✔ Availability of required documents
✔ Any potential major/minor nonconformities
✔ Stage 2 audit plan

Stage 2 will only proceed if Stage 1 is deemed satisfactory.

Stage 2 Audit (Main Audit)

The Stage 2 audit is conducted onsite to:

Evaluate the effectiveness of the implemented management system
Verify compliance with all ISO standard requirements
Confirm that operational controls function as documented

Audit outcomes include:

Major/Minor Nonconformities
Observations and improvement opportunities
Objective evidence collected

Corrective actions must be completed before certification can be granted.

Technical Review & Certification Decision

In accordance with ISO/IEC 17021-1 and ISO/IEC 17065, KRQA uses an independent certification decision process, meaning certification decisions are made by personnel not involved in the audit.

The process includes:

✔ Verification of corrective actions
✔ Review of audit reports
✔ Impartiality risk evaluation
✔ Confirmation of the certification scope

If all results meet requirements, KRQA issues the official ISO Certificate.

Certificate Issuance & Logo Use

Certificate validity: three years
Clients may use the KRQA logo according to logo usage rules
Clients cannot place KRQA or ISO logos on products (ISO 17021-1), except for product certifications under ISO/IEC 17065

Annual Surveillance Audit

Conducted at least once per year to ensure:

System maintenance and effectiveness
Continued compliance with ISO requirements
Organizational changes remain aligned with the standard

If major nonconformities are found, KRQA may perform:

Follow-up audits
Certificate suspension

Recertification Audit (Year 3)

Performed before the certificate expires to:

Evaluate overall system effectiveness
Review continual improvement
Confirm ongoing conformity

If successful, the certificate is renewed for another three-year cycle.

Certification Process for Products/Processes/Services (ISO/IEC 17065)

For product or sustainability certification programs (e.g., ISCC, FSSC, BRCGS, etc.), the process includes:

Application & Contracting
Document Review
Onsite Assessment / Factory Audit
Sampling & Testing (if required)
Traceability Verification
Certification Decision & Registration
Ongoing Surveillance / Renewal

ISO/IEC 17065 requires:

Full impartiality
Evidence-based evaluation
Supply chain control (traceability)
Defined surveillance programs

Summary of Certification Steps (ISO/IEC 17021-1 & ISO/IEC 17065)

Application
Contracting
Stage 1 Audit
Stage 2 Audit
Certification Review
Certification Decision
Certificate Issuance
Annual Surveillance
Recertification

CUSTOMER COMPLAINT HANDLING PROCEDURE

KRQA – Customer Complaint Handling Procedure (Compliant with ISO/IEC 17021-1 & ISO/IEC 17065)

Purpose

This procedure aims to ensure that all complaints related to KRQA certification services are handled:

Objectively and impartially
Transparently and in a documented manner
Timely and effectively
In accordance with ISO/IEC 17021-1 and ISO/IEC 17065 requirements

This procedure applies to all management system certification activities (ISO) and product/process/service certification (sustainability).

Scope

This procedure covers the receipt, recording, evaluation, investigation, decision-making, communication, corrective actions, and closure of complaints from:

KRQA clients
Regulators or government bodies
End consumers
Auditors, consultants, or other interested parties
The general public

Definitions

Complaint

An expression of dissatisfaction made by any party relating to:

Auditor behavior
Impartiality concerns
Audit results
Certification process
Service nonconformities
Incorrect use of logos
Conduct of certified clients

Complaint Handling

The process that includes receipt, verification, investigation, communication, and resolution of the complaint.

Responsibilities

Function	Responsibility
Customer Service / Certification Admin	Receive and record complaints
Quality Manager	Review, assess risks, assign investigation team
Certification Manager	Approve investigation results and decisions
Impartiality Committee	Assess cases related to conflicts of interest
Top Management	Involved for critical/strategic complaints

Auditors involved in the subject of a complaint shall not participate in handling that complaint, in accordance with ISO 17021-1 Clause 9.8.

Complaint Handling Procedure

5.1. Receipt of Complaints

Complaints may be submitted through:

Email
Website form
Telephone/WhatsApp
Official letter
Face-to-face meeting
External reports

KRQA must:

✔ Accept all complaints without discrimination
✔ Ensure the process is publicly accessible
✔ Guarantee that complainants are not subjected to intimidation

All complaints must be recorded in the KRQA Complaint Form or Customer Complaint Log.

5.2. Verification & Recording

The Admin shall record:

Complainant’s identity
Date and time of receipt
Description of the complaint
Relevant entity/client
Supporting evidence

The Quality Manager performs an initial assessment:

Is the complaint valid?
Is further investigation required?
Is the complaint related to impartiality?

If related to impartiality → refer the case to the Impartiality Committee.

5.3. Acknowledgement to the Complainant

KRQA must send an Acknowledgement Letter within 3 working days containing:

Confirmation of complaint receipt
Complaint registration number
Brief description of the handling process
Estimated resolution timeframe

5.4. Investigation

The Quality Manager appoints an investigation team that is not involved in the activity being complained about.

The investigation may include:

Review of audit documents
Interviews with auditors
Interviews with clients
Review of objective evidence
Follow-up audit if necessary
Verification of logo usage
Onsite verification

The investigation must be objective, free from conflicts of interest, and comply with ISO 17021-1 Annex A and ISO 17065 Clause 7.13.

5.5. Analysis & Recommendations

The investigation team prepares a report containing:

Objective facts
Supporting evidence
Process nonconformities (if any)
Recommendations for corrective and preventive actions
Impact on the client’s certificate (if complaint relates to a certified client)

5.6. Decision-Making

The Certification Manager reviews:

Investigation report
Impartiality considerations
Objective evidence
Risks to certification integrity

Possible decisions include:

Complaint accepted/validated
Complaint rejected (with justification)
Corrective actions required
Additional audit / witness audit
Suspension or withdrawal of the client’s certificate
Disciplinary action for auditors
Revision of internal procedures

5.7. Communication of Results to the Complainant

KRQA must provide a written response containing:

Summary of findings
KRQA’s decision
Corrective actions implemented
Technical explanation (without disclosing confidential client information)

Note:
KRQA shall not disclose confidential client information unless permitted by regulation or the client.

5.8. Implementation of Corrective Actions

If the complaint is validated, KRQA must implement:

Internal process improvements
Revision of policies or SOPs
Additional auditor training
Update of audit programs
Improvement of client communication

For clients:

Additional audit
Suspension
Withdrawal

All actions must be recorded in the Corrective Action Log.

5.9. Complaint Closure

A complaint is closed when:

Investigation is completed
Decision has been communicated to the complainant
Corrective actions have been verified
No further issues remain

The Quality Manager marks the status as Closed.

Public Information

In accordance with ISO 17021-1 Clause 9.8 and ISO 17065 Clause 7.13, KRQA must provide public information on:

How to submit complaints
Official KRQA contact details
KRQA’s commitment to complaint resolution

Records

Records to be retained for a minimum of 3 years:

Complaint forms
Complaint log
Investigation evidence
Communications to complainants
Decision reports
Corrective action records

All records must maintain confidentiality in accordance with ISO 17021-1 Clause 8.5.

KRQA APPEALS HANDLING PROCEDURE

(Compliant with ISO/IEC 17021-1 and ISO/IEC 17065)

Purpose

The purpose of this procedure is to ensure that all appeals related to KRQA’s certification decisions are handled impartially, consistently, transparently, and in accordance with the requirements of ISO/IEC 17021-1 and ISO/IEC 17065.

Scope

This procedure applies to appeals submitted by organizations or individuals regarding KRQA’s decisions on:

Granting certification
Maintaining certification
Extending or reducing scope
Suspending or withdrawing certification
Refusing certification
Decisions related to product, process, or service certification (ISO 17065)

Definitions

Appeal: A request by the certified client or applicant for KRQA to reconsider a certification decision that affects its status.
Appellant: The organization or individual submitting the appeal.
Appeals Committee: An independent body, free from involvement in the certification process, assigned to review and decide on appeals.

Principles

KRQA ensures that the appeals process is:

Independent and impartial
Free from conflict of interest
Handled confidentially
Non-discriminatory
Based on objective evidence
Resolved within a defined timeframe

Responsibilities

Role	Responsibility
Appeals Coordinator	Receiving, logging, and acknowledging appeals
Management Representative	Ensuring impartiality and proper investigation
Appeals Committee	Reviewing evidence and making the final decision
Top Management	Endorsing final decisions and ensuring compliance

Appeals Process

6.1 Step 1 – Submission of Appeal

Appeals must be submitted in writing via email, letter, or the KRQA web form.
The appellant must provide:
- Name and contact details
- Certification reference (if applicable)
- Description of the disputed decision
- Supporting evidence
Appeals must be submitted within 30 days of receiving the certification decision.

6.2 Step 2 – Acknowledgment

KRQA shall acknowledge receipt of the appeal within 5 working days.
The appellant is informed of the overall appeal handling process.

6.3 Step 3 – Logging and Initial Review

The Appeals Coordinator records the appeal in the Appeals Register.
A preliminary review ensures the appeal relates to a certification decision under KRQA’s authority.

6.4 Step 4 – Establishment of Appeals Committee

An Appeals Committee is formed consisting of individuals who:
- Were not involved in the certification decision being appealed
- Are competent to evaluate the issue
- Represent balanced and impartial perspectives
Committee members must declare no conflict of interest.

6.5 Step 5 – Investigation

The committee reviews:
- Appeal submission
- Certification records
- Audit reports
- Relevant evidence
Additional clarifications may be requested from the appellant or the audit team.

6.6 Step 6 – Decision Making

Decisions must be based on evidence and not influenced by financial, commercial, or organizational pressures.
The Appeals Committee issues a reasoned decision which may include:
- Upholding the original certification decision
- Requesting further audit or corrective action
- Reversing or modifying the certification decision

6.7 Step 7 – Communication of Decision

KRQA communicates the decision to the appellant in writing within 30–45 days of appeal acknowledgment.
The decision is final and binding within KRQA’s system.

6.8 Step 8 – Implementation and Records

KRQA implements the appeal decision where applicable.
All records (evidence, reviews, decisions) are retained for minimum 5 years.

Confidentiality

All information related to appeals is treated as confidential and shared only with personnel involved in the appeals process and regulatory/accreditation bodies when required.

Impartiality Safeguards

KRQA ensures:

No personnel involved in the appealed decision participate in the review
Appeal decisions do not result in any retaliatory action against the appellant
The Appeals Committee operates independently from audit operations

Communication and Public Availability

This Appeals Procedure is publicly available through:

KRQA official website
Certification Agreement documents
Client information packages

Continuous Improvement

Appeal outcomes are reviewed during:

Management Review Meetings
Internal audits
Impartiality Committee reviews
to ensure improvement of KRQA’s certification processes.

KRQA CERTIFICATION TERMS AND CONDITIONS

(Compliant with ISO/IEC 17021-1 & ISO/IEC 17065)

These Terms and Conditions govern the certification services provided by KRQA and ensure compliance with international standards, including ISO/IEC 17021-1 for management system certification bodies and ISO/IEC 17065 for product, process, and service certification bodies.

Scope of Services

KRQA provides independent, impartial, and competent certification services for management systems, products, processes, and services. Certification is granted only when all applicable requirements have been demonstrated and verified through objective evidence.

Client Obligations

Clients seeking certification agree to:

Provide complete, accurate, and truthful information relevant to the certification scope.
Allow full access to facilities, personnel, documentation, and records needed for auditing or evaluation.
Maintain compliance with the applicable standards at all times.
Implement corrective actions for any nonconformities identified during audits or assessments.
Inform KRQA promptly of any significant changes in:
- Organization structure
- Legal status or ownership
- Processes, products, or services
- Locations
- Management system or production methods
Use the KRQA certification mark and certificates in accordance with KRQA’s rules (no misleading claims, no misuse, no implication that certification applies to activities outside the certified scope).

KRQA Obligations

KRQA commits to:

Conduct assessments and audits independently, impartially, and professionally.
Base all certification decisions on adequate and objective evidence.
Maintain confidentiality of all client information except as required by law or accreditation rules.
Provide clients with clear information on:
- Certification process
- Audit criteria
- Rights and obligations
- Fees and invoicing
Notify clients of any changes to KRQA’s certification requirements and evaluate their continued compliance.

Certification Process

KRQA follows an internationally recognized certification process that includes:

Informative Questionaires
Application review
Contract agreement
Stage 1 audit or preliminary evaluation
Stage 2 audit or full evaluation
Certification decision
Surveillance audits or periodic inspections
Recertification audits (for management systems)
Special or unannounced audits, when necessary

Certification is granted only after fulfilling all requirements of the applicable standard.

Suspension, Withdrawal, or Reduction of Certification

KRQA may suspend, withdraw, or reduce the scope of certification if:

The client fails to maintain conformity with the standard.
Corrective actions are not implemented within the agreed timeframe.
Access for surveillance or re-evaluation audits is denied.
Misuse of certificates or marks occurs.
Fees or contractual obligations are not fulfilled.

In such cases, the client must immediately stop using certification marks and discontinue all claims of being certified.

Appeals, Complaints, and Disputes

Clients have the right to:

Appeal any certification decision
Submit complaints regarding KRQA activities
Raise disputes about audit findings

KRQA ensures an impartial, transparent, and timely process to address appeals and complaints. All decisions are reviewed by personnel independent from those involved in the original decision.

Confidentiality

KRQA ensures that all client information is treated confidentially and is disclosed only:

With the client’s written consent, or
When required by law, regulation, or accreditation bodies

Clients will be notified before any mandatory disclosure.

Use of Certification Marks and Certificates

Clients may use certification marks and certificates only:

For the scope specifically certified
Without implying that KRQA certifies activities beyond the approved scope
Without misleading claims or misuse in advertising or publications

KRQA reserves the right to take corrective action in cases of misuse.

Fees and Payment

All fees for audits, assessments, travel, decision-making, surveillance, and administrative tasks are communicated transparently. Failure to settle fees may result in suspension or withdrawal of certification.

Impartiality and Conflict of Interest

KRQA ensures impartiality and manages conflicts of interest in accordance with ISO/IEC 17021-1 and ISO/IEC 17065.
Clients agree not to engage in any activity that may compromise the impartiality of the certification process.

Validity of Certification

Certification remains valid only if clients:

Fulfill ongoing requirements of the standard
Undertake surveillance audits on schedule
Maintain conformity in their operations

KRQA reserves the right to revise certification status based on audit outcomes.

Legal and Contractual Requirements

These Terms and Conditions form part of the certification contract.
KRQA and the client agree to comply with applicable laws, regulatory requirements, and accreditation rules.

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Certification Application (Application Stage)

The organization submits a certification application by providing:

The requested certification scope

Legal information of the organization

Number of employees and sites (including multi-site, if applicable)

Processes, products, risks, and operational complexity

KRQA performs an application review to determine:

✔ Auditor competency required✔ Audit duration based on IAF/ISO rules✔ Impartiality risk assessment✔ Eligibility of the organization for certification

Proposal & Certification Agreement (Contracting)

KRQA issues a formal proposal that includes:

Audit scope

Certification fees

Audit duration

Client rights and obligations

Impartiality rules & logo usage conditions

The client signs the Certification Agreement as a commitment to comply with certification requirements.

Stage 1 Audit

Stage 1 aims to:

Assess the organization’s readiness

Review management system documentation (Manual, Policies, Procedures, Risk Register, Objectives, etc.)

Confirm readiness for Stage 2

Stage 1 results include:

✔ Availability of required documents✔ Any potential major/minor nonconformities✔ Stage 2 audit plan

Stage 2 will only proceed if Stage 1 is deemed satisfactory.

Stage 2 Audit (Main Audit)

The Stage 2 audit is conducted onsite to:

Evaluate the effectiveness of the implemented management system

Verify compliance with all ISO standard requirements

Confirm that operational controls function as documented

Audit outcomes include:

Major/Minor Nonconformities

Observations and improvement opportunities

Objective evidence collected

Corrective actions must be completed before certification can be granted.

Technical Review & Certification Decision

In accordance with ISO/IEC 17021-1 and ISO/IEC 17065, KRQA uses an independent certification decision process, meaning certification decisions are made by personnel not involved in the audit.

The process includes:

✔ Verification of corrective actions✔ Review of audit reports✔ Impartiality risk evaluation✔ Confirmation of the certification scope

If all results meet requirements, KRQA issues the official ISO Certificate.

Certificate Issuance & Logo Use

Certificate validity: three years

Clients may use the KRQA logo according to logo usage rules

Clients cannot place KRQA or ISO logos on products (ISO 17021-1), except for product certifications under ISO/IEC 17065

Annual Surveillance Audit

Conducted at least once per year to ensure:

System maintenance and effectiveness

Continued compliance with ISO requirements

Organizational changes remain aligned with the standard

If major nonconformities are found, KRQA may perform:

Follow-up audits

Certificate suspension

Recertification Audit (Year 3)

Performed before the certificate expires to:

Evaluate overall system effectiveness

Review continual improvement

Confirm ongoing conformity

If successful, the certificate is renewed for another three-year cycle.

Certification Process for Products/Processes/Services (ISO/IEC 17065)

For product or sustainability certification programs (e.g., ISCC, FSSC, BRCGS, etc.), the process includes:

Application & Contracting

Document Review

Onsite Assessment / Factory Audit

Sampling & Testing (if required)

Traceability Verification

Certification Decision & Registration

Ongoing Surveillance / Renewal

ISO/IEC 17065 requires:

Full impartiality

Evidence-based evaluation

Supply chain control (traceability)

Defined surveillance programs

Summary of Certification Steps (ISO/IEC 17021-1 & ISO/IEC 17065)

Application

Contracting

Stage 1 Audit

Stage 2 Audit

Certification Review

Certification Decision

Certificate Issuance

Annual Surveillance

✔ Auditor competency required
✔ Audit duration based on IAF/ISO rules
✔ Impartiality risk assessment
✔ Eligibility of the organization for certification

✔ Availability of required documents
✔ Any potential major/minor nonconformities
✔ Stage 2 audit plan

✔ Verification of corrective actions
✔ Review of audit reports
✔ Impartiality risk evaluation
✔ Confirmation of the certification scope

✔ Accept all complaints without discrimination
✔ Ensure the process is publicly accessible
✔ Guarantee that complainants are not subjected to intimidation