Obsequentia Pty Ltd is a self-financed independent organisation, which ensures that it retains its impartiality. Impartiality is also maintained through managing conflict of interest and ensuring objectivity of certification activities. The following controls have been implemented to ensure impartiality:

• Auditors are prohibited from participating in any audits of an organisation to which they have given consultancy services, or where they have any financial or commercial interest for a minimum period of two years prior to the date of application for certification by Obsequentia
• All Obsequentia staff / subcontractors and members of the Impartiality Committee are to sign a Statement of Impartiality prior to completing any work on behalf of Obsequentia
• When a conflict of interest has been identified and the conflict cannot be removed through the appointment of another auditor, certification services will not be provided by Obsequentia.
• Obsequentia recognise that the source of revenue for a certification body is organisations seeking certification of their management system(s) however, certification decisions are to be based solely on objective evidence of conformity against certification compliance requirements.

Any concerns relating to impartiality of certification services can be directed to the Obsequentia Pty Ltd Managing Director, Dr Nadia Dimmock (Ph: 0412 327150)

Obsequentia understands the importance of impartiality in carrying out its management system certification activities and managing conflict of interest thus ensuring the objectivity of its management system certification. Obsequentia staff or Impartiality Committee members may not disclose, divulge, or make accessible confidential information belonging to, or obtained through the certification of clients or Obsequentia documents. If Obsequentia is required by law or contract to release confidential information then the certification client will be notified in advance. Staff and Impartiality Committee members must exercise good judgement and care at all times to avoid unauthorised or improper disclosures of confidential information. Upon termination or at the end of their term with Obsequentia, staff and/or Impartiality Committee members are to return all documents, papers, and other materials, regardless of medium, which may contain or be derived from confidential information in their possession. Information about our certified client’s name, certified site location(s) and approval criteria may be requested by emailing enquiries@isocompliance.biz A response will be provided within one business day.

Certification mark use

In instances where an organisation is accredited for quality, environment and/or safety then the Obsequentia logos outlined below are to be used.

Figure 1. Logo for Quality Certified Client	Figure 2. Logo for Environment Certified Client	Figure 3. Logo for Safety Certified Client

Under no circumstances is the accreditation symbol to be reproduced in a colour combination at variance with that detailed in Figures 1, 2 or 3. The symbol(s) can be enlarged or reduced however, the text is to be clear to be able to read. Once the client is accredited Obsequentia will issue the certified company with the appropriate logo(s). Obsequentia require that the client organisation:

• Conforms to the requirements of Obsequentia Pty Ltd when making reference to its certification status in communication media such as the internet, brochures or advertising, or other documents.
• Does not make or permit any misleading statement regarding its certification
• Does not use or permit the use of a certification document or any part thereof in a misleading manner
• Upon suspension or withdrawal of its certification, discontinues its use of all advertising matter that contains a reference to certification, as directed by Obsequentia
• Amends all advertising material when the scope of certification has been reduced
• Does not allow reference to its management system certification to be used in such a way as to imply that Obsequentia certifies a product (including service) or process
• Does not imply that the certification applies to activities that are outside the scope of certification
• Does not use its certification in such a manner that would bring the certification body and/or certification system into disrepute and lose public trust
• Obsequentia will exercise proper control of ownership and take action to deal with incorrect references to certification status or misleading use of certification documents, marks or audit reports.

Such action could include requests for correction and corrective action, suspension, withdrawal of certification, publication of the transgression and, if necessary, legal action.

Product or product packaging

The logos in Figures 1, 2 and 3 are not to be used on a product or product packaging seen by the consumer or in any other way that may be interpreted as denoting product conformity. These logos are also not to be applied to laboratory tests, calibration or inspection reports. Such reports are deemed to be products in this context. In order to ensure the correct use of the logo Obsequentia will conduct random audits on the certified clients web site, brochures and advertising to ensure compliance with this procedure. The objectives of these audits is to ensure that certified clients are not making or permitting any misleading statement regarding its certification. Obsequentia will notify a client as soon as it becomes aware of a breach of the certification logo(s) immediately. In this instance the client will be issued with a corrective action and given the appropriate timeframe to ascertain the correct use of the accreditation logo. If at the end of the nominated timeframe appropriate corrective action has not been implemented then legal action is to commence.

Cease accreditation

If an organisation decides to cease their accreditation then the Client is to cease the use and distribution of any material that contains the accreditation symbol(s).

Complaint handling process

Receipt of the complaint On receipt of the complaint Obsequentia is to confirm whether the complaint relates to certification activities that it is responsible for. If the complaint relates to a certified client, then the examination of the complaint is to consider the effectiveness of the certified management system. Past audit reports and any other available information is to be assessed. In instances where further information is required then the client is to be contacted. When a complaint is received a letter is sent to the sender to acknowledge receipt of the complaint. All complaints received are to be assessed by the Managing Director. Instances where the complaint involves the Managing Director then the Impartiality Committee are to assess the complaint and nominate appropriate actions. Track the customer complaint The Managing Director is responsible for tracking and recording the complaint including actions undertaken in response to the complaint. Stakeholders are to be notified when additional material is to be provided for the purpose of assessing the complaint. Provide the complainant with progress reports The complainant is to be supplied with progress reports and the outcome. The purpose of the progress reports is to provide confidence to the complainant that their complaint is being taken seriously. Corrective action Once the complaint has been assessed appropriate correction and corrective action(s) are to be taken. Formal notice Formal notice is to be given to the complainant at the end of the complaints handling process. Obsequentia together with the complainant are to determine whether and, if so to what extent, the subject of the complaint and its resolution are made public.

Appeals Process When Obsequentia suspend certification, the reason for the suspension will be fully explained in writing and a copy of the Certification Cycle Procedure provided. This procedure contains detailed information relating to both the suspensions and appeals process. Appeals must be made in writing giving full details of the grounds for the appeal, relevant supporting information should also be supplied. Once received Obsequentia will acknowledge receipt of any appeal and contact the customer to ensure that we fully understand their concerns. The appeal is to be investigated by stakeholders not involved with the appeal. In certain instances, the Impartiality Committee may need to be consulted to conduct an independent assessment. Once the assessment has been made the decision will be final and binding to both the client and Obsequentia. The client is to be notified in writing of the appeals decision.