p.7.2.1.2 of ISO/IEC 17021-1 states:
„The certification body shall have a process for determining the competence criteria for personnel involved in the management and performance of audits and other certification activities. Competence criteria shall be determined with regard to the requirements (…) for each function in the certification process”.
Question 1: Shall the criteria be determined for the personnel involved in complaints-handling process and appeals-handling process the same way as for the certification functions described in Annex A of ISO/IEC 17021-1?
Question 2: Is personnel involved in complaints-handling process and appeals-handling process the part of certification functions, despite the fact that it isn’t described as certification functions in Annex A.
March 2023
Answer 1: Of course, cl. 9.7 “Appeals” and 9.8 “Complaints” are part of cl. 9 of ISO 17021-1 “The Process”. The competence process is referenced in cl. 7.1.1, 7.1.2, 7.1.3, 7.1.4, and 7.4 and 7.5 (see, for example, 7.2.7 and 7.2.9 for “and other personnel involved in certification activities”). Nevertheless, Annex A.1, A.2, A.3, and A.4 require knowledge and skills for “specific certification functions” and are not dealing with such functions (appeals and complaints).
Answer 2: Yes; see above.
Note: Since appeals are related to the decision, the competence requirements for decision-makers should be required for those who will handle the appeal.