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Quality policy for management systems

National Quality Accreditation (NQA) is committed to meeting all customers’ needs for granting certificates of conformity to management systems at a distinguished level of quality and efficiency, as well as a commitment to continuous improvement in the body’s performance system in accordance with the requirements of the international standard ISO/IEC 17021: 2015.

The company's quality policy for management systems aims to:

  • Verifying the quality of performance of management systems audits.
  • Compliance with all relevant laws, legislation and regulations.
  • Selecting, qualifying and raising the efficiency of members of the company’s accredited audit team to provide the best customer service.
  • Training, qualifying and raising the efficiency of all company personnel.
  • Continuous improvement through internal audits and implementation of corrective actions as well as senior management reviews.
  • حصر وتحليل كافة المخاطر والفرص التي قد تؤثر سلبا أو إيجابيا على عمليات التدقيق من طرف مدققي وموظفي مؤسسي الجوده الوطنيه للاعتماد وعمليات الحيادية والسرية وشكاوى العملاء.

Neutrality and Confidentiality Policy

The company's neutrality and confidentiality policy aims to:

  • Verifying the complete impartiality of the members of the management systems certification department team and committee members.
  • Providing fairness and objectivity in auditing processes and granting conformity certificates to all clients without regard to any religious, ethnic, kinship or friendship considerations.
  • Ensure that there are no financial or administrative pressures that may affect the neutrality of the company’s work.
  • Providing appropriate and effective communication channels between individuals and senior management in the event of exposure to pressures that may affect the impartiality of the company’s work.
  • Identify all threats affecting the neutrality of work, conflicts of interest, and confidentiality of client results, and prepare a complete assessment of those threats, while putting in place appropriate procedures to prevent or reduce the effects of these threats.
  • Do not allow any activities within the company that may threaten to disclose customer data, operations and activities for the benefit of other customers.

Policy for Receiving Complaints and Appeals

National Quality for Accreditation (NQA) follows a clear policy in achieving customer satisfaction and responding to complaints it receives from its customers or from other parties regarding certification activities for management systems.

The company is committed to responding to these complaints with high professionalism and impartiality in accordance with the requirements of the international standard ISO17021 as follows:

Receiving complaints from customers/other parties:

  • The head of the customer service department is responsible for receiving and receiving.
  • The sample receiving officer prepares a complaint form that contains all the information related to the complaint
  • The company is responsible for all decisions at all levels of complaints handling.
  • The submission, investigation and determination of complaints shall not lead to any discriminatory measures being taken against the complainant.
  • Methods for receiving customer complaints are through:
    • The complaint was received directly from the customer - through the customer’s presence in the company.
    • Receiving the complaint by phone.
    • Receive the complaint by email.
    • Send a verbal or written complaint to the company’s senior management
  • The complaint receipt form includes information about the entity submitting the complaint, the date and number of the complaint, and the nature of the complaint.
  • The method of receiving, handling, and verifying customer complaints included in this procedure shall be available to interested parties (management customers and their representatives - representatives of regulatory authorities -…….) upon request.
  • The Head of the Customer Service Department transfers the complaint request to the Quality Department Manager to take the necessary action. He also notifies the complainant of receipt of the complaint request via email.
  • Upon receipt of a complaint, the Quality Manager checks whether the complaint relates to the grant activities for which it is responsible, and if so, the company handles it.
  • If the complaint relates to a client who holds a grant certificate then consideration is given to examining the complaint into the effectiveness of the management system.
  • The company has a documented process for receiving complaints, evaluating them, and making decisions regarding them. This process is subject to confidentiality requirements as it relates to the complainant and the subject of the complaint. The company determines with the customer and the complainant whether the complaint and the results of its treatment will be presented to the public (if necessary).
  • في حالة التحقق من أن موضوع الشكوى لا يرتبط ولا يتعلق بأنشطة منح شهادات الجوده بالشركة يقوم مدير الجودة بحفظ الشكوى.
  • The complaints handling process includes at least the following elements and methods:
    • Outline of the process of receiving, verifying, investigating and deciding on a complaint.
    • Complaints are documented and recorded in the Complaint Verification Follow-up Form - including actions taken
  • The Quality Manager transfers the complaint request to the Integrity and Impartiality Committee, which investigates the submitted complaint, and the final decision is included in the complaint request form, whether to accept or reject the complaint.
  • Once a decision is reached regarding the complaint, the Head of Customer Service will notify the complainant of the company’s decision using the Appeal Response Memorandum.

Appeals and appeals:

  • The company has prepared a procedure that includes documented processes for its receipt and evaluation of appeals and appeals submitted by the client on the results of management systems conformity certification activities.
  • An Integrity and Impartiality Committee was formed, whose responsibilities include receiving complaints, appeals, and appeals
  • The submission, investigation and determination of the appeal shall not lead to any discriminatory measures being taken against the appellant.
  • The appeal processing process includes at least the following elements and methods:
    • Outline the process for receiving, verifying and investigating an appeal, and to determine what action is needed in response, taking into account the results of previous similar appeals.
    • Tracking and recording grievances, including the actions taken to resolve them.
    • Ensure that any appropriate correction and corrective action is implemented.
  • When the company receives the appeal, it is the responsibility of the company to collect and verify all information necessary to verify the appeal.
  • Once the Head of Customer Service receives the appeal from the complainant, he will issue an appeal number containing all the information related to the requested appeal.
  • The Head of the Customer Service Department transfers the appeal request to the Quality Department Manager to take the necessary action. He also notifies the appellant of receipt of the appeal request by email.
  • The company president forms a temporary committee different from the committee that made grant decisions related to the appellant. This committee investigates the outcome of the submitted appeal, and the final decision is included in the appeal request form, whether accepting or rejecting the appeal.
  • Once a decision is reached regarding the appeal, the Head of Customer Service will notify the appellant of the company’s decision using the memorandum of response to the appeal.

Policy of using the grant logo

تلتزم الجوده والطنيه للاعتماد بأن تلبى جميع احتياجات العملاء الخاصة بمنح شهادات الجوده لنظم الإدارة على مستوى متميز من الدقة والجودة وكذلك الالتزام بالتحسين المستمر في نظام اداء الشركة طبقا لمتطلبات المواصفة الدولية ISO/IEC 17021:2015.

First: Rules for using the company logo in advertising and promotional materials:

  • يمكن استخدام شعار المنح على العبوة المستخدمة لنقل المنتجات، مصحوبة ببيان يشير إلى أن الشهادة مُنحت لنظام الإدارة المعني وليس للمنتج وفى تلك الحالة يجب أن يتم الإشارة إلى اسم المنشأة ونوع نظام الإدارة وهيئة إصدار الشهادة (الجوده الوطنيه للاعتماد).
  • The statement indicating that certification has been granted for the management system could be “This product was manufactured in a factory whose quality management system has been certified in accordance with ISO9001:2015, ISO45001:2018, ISO22001:2018, ISO14001:2015, HACCP, ISO13485:2016, ISO30401:2018, ISO22301:2019, ISO21001:2018, ISO/IEC 20000:2018, ISO56002:2019, ISO50001:2018, ISO37001:2021, ISO/IEC 27001:2022.
  • The award logo may be used in promotional materials and intended publications to advertise with or without a statement that certification has been awarded for the management system covered.
  • When the grants logo is used in promotional materials and intended advertising publications it must be accompanied by the registration number and standard to which the certification applies.
  • When using more than one of these logos, they must be proportional so that no logo has priority over the other.
  • Grant logos and accreditation body logos are available at the National Quality of Accreditation
  • The mark must be clearly reproduced and clearly identifiable, and must not be used in any misleading manner.

Second: After obtaining the conformity certificate, the customer is committed to the following:

Third: The shape and color of the grant logo

  • Comply with certification body requirements when indicating its certification status in communication media such as the Internet, brochures, advertisements or other documents.
  • Not to make or permit any misleading statement regarding its certification.
  • Not to use or allow the use of a certification document or any part thereof in a misleading manner.
  • Not to use the “grant logo” symbol in its advertisements and activities that are considered outside the scope of the certificate.
  • The Grant logo should not be used by customers holding the Grant certificate on laboratory test, calibration or inspection reports or certificates.
  • Not using the grants logo on the product (this could be a tangible product itself or a product in an individual package, container etc.).
  • Do not use the grants logo on product packaging.
  • Not using the grants logo and using the logo before or during the process of processing their requests for grants.
  • عند اكتشاف أي استغلال غير مسئول أو غير صحيح أو مضلل لشهادات الترخيص أو شعار المنح أو تقارير التدقيق أو العلامات المكتشفة في الإعلانات والكتالوجات، الخ، تقوم الجوده الوطنيه للاعتماد باتخاذ الإجراءات المناسبة والتي يمكن أن تتضمن تطبيق الاجراءات التصحيحية أو تعليق /إلغاء الترخيص وإجراءات قانونية والإعلان عن الانتهاك.
  • Anyone who uses the mark without obtaining a license from the company, or continues to use the mark or announces its use by any means of the media despite the issuance of a decision to suspend or cancel his license, or who forges it, shall be subject to the penalties specified in the Anti-Commercial Fraud Law, with the application of the penalties stipulated. In applicable systems.
  • يجب على المنشأة احترام شعار شهادة الجوده حسب الأبعاد والمقاسات والألوان المحددة في لائحة القواعد الفنية لمنح ترخيص باستعمال الشهادة على المنتجات والخدمات.
  • The Grants logo is permitted to be used in relevant dimensions and these dimensions may be reduced or enlarged, provided that the proportions remain constant.
  • Changes that the facility is likely to make to the symbols related to shape, dimensions, or reduction/expansion ratios are communicated to the relevant authorities by the management representative.
  • The logos used for each specification can be requested from the company

Methodology of steps for granting management systems certificates

Request and project planning stage

It is recommended that you submit an early request to enable us to plan the service delivery process and tailor it to your organization's needs and expectations. Upon submission of the application, you will be contacted by our Customer Service team to determine the time frame for the audit and assistance where possible, with any other sector type requirements.

First stage audit – document review and readiness assessment

This includes an assessment of the relevant policies, procedures and practices already in place. This will familiarize the auditor with your organization and determine where your management system meets requirements against the defined scope of work. Opportunities to improve and develop the work will be highlighted, and recommendations will be provided regarding the second audit phase. The first audit phase will primarily test the condition of the management system for certification and will provide input to plan the second phase audit

Maintain the certificate

Once certification is achieved, the company will be required to undergo regular monitoring audits, the annual number of which is determined based on the degree of importance of the operations performed. Within 3 years, full audits will be conducted to re-register the certificate according to requirements

Non-conformity reports

A non-conformity report is where the ISO requirements or standards that must be met cannot be verified. If a nonconformity report is issued during your audit, to clear the nonconformity report. The auditor will be asked to close the non-conformity report and the corrective action process will begin. The auditor will explain how to follow up during or outside the audit. This activity is carried out for a fee known as the “follow-up audit” fee. Whether the follow-up audit will be conducted on-site or off-site will be determined based on the significance and number of non-conformance items in the report. The auditor will advise at the time of filing the non-conformity report on the amount of time needed to close it.
The time allotted to clear the non-monitoring report is 90 days for the second audit stage, and for the periodic annual audit, it will be 60 days

The main steps for granting management systems certificates

  • the beginning
  • يقدم العميل طلب المنح من خلال قنوات المعمول بها الجوده الوطنيه للاعتماد المعتمدة
  • تقوم الجوده الوطنيه للاعتماد بمراجعة طلبات المنح
  • Submit a price quote and contract with the client
  • Auditors are identified and the audit program is determined for the client
  • Implementing the initial audit (first stage) to ensure the client’s readiness
  • Carrying out an audit (the second stage) by reviewing all work procedures
  • يقوم المدقق برفع التقارير الجوده الوطنيه للاعتماد
  • يتم إصدار قرار منح الشهادة من قبل الجوده الوطنيه للاعتماد
  • The decision to grant the certificate is issued by the company issuing the certificate and sent to the customer
  • the end

Terms and conditions for the certification service

These terms and conditions apply to the quote submitted for the audit and certification of your management system

  • The prices provided are valid for 30 days from their date unless otherwise agreed upon.
  • The validity period of the certificate is 3 years according to the ISO 17021 standard and the approved standard specifications, and this contract is valid from the date of its signing until the date of expiration of the certificate.
  • In the event that a location/address is added to the facility and any change requires review, a new contract will be signed, but no change will be made in the contract’s validity period. The validity period of the certificate is based on the date of the first certificate issued.
  • Certificates are not issued until the agreed upon financial payment is received.
  • Any delay not agreed upon in the contract may result in the cancellation of audits and follow-up operations.
  • Any working days or time for the audit, rescheduling the audit, or moving it to another location other than agreed upon will incur additional fees, which will be charged to the client.
  • تأجيل أو إعادة جدولة للتدقيق خلال ال١٥ يوم قبل تاريخ التدقيق تتسبب بتكاليف إضافية، سيتم تحميلها للعميل.
  • Additional working days or any expenses not agreed upon due to reasons beyond our control will be invoiced at the rate of one working day in addition to other expenses.
  • Delay or failure of performance by either party shall not constitute a default under this Agreement or give rise to any claim for damage if such delay or failure results from any event beyond the control of the affected party and which the party had no reasonable method of preventing the failure, including This includes, but is not limited to, an act of war, natural disaster, fire, explosion, labor dispute, or any international sanctions or restrictions on trade. The affected party must notify the other party in writing of the reasons and expected duration of any such event.
  • The organization's address in this contract is considered a legal address for all advertisements and correspondence.
  • Service as per scope of work and duration are approximate and are both subject to confirmation, modification or cancellation during the audit visit. National Quality Accreditation reserves the right to subcontract auditors with expertise appropriate to the scope of activities identified for the audit work.
  • Neither the audit team nor the certification body accepts any damages or consequential liability.
  • Once the certificate is approved by the client, an electronic and original copy certificate will be issued and will have a specific expiry date. If an additional copy is requested, there will be a fee of 100 Saudi riyals.
  • Changes that require re-issuance of a certificate within 3 years such as a change in address, change in company name, etc., a sum of money will be charged for each certificate.

Information Confidentiality Agreement

اتفقت الشركة ومسؤوليها وموظفوها و وكلائها على سرية المعلومات وعدم استخدامها أو إفشاءها لأي طرف ثالث عن أي معلومات مستمدة من العميل فيما يتعلق بالخدمات دون موافقة العميل، إلا بالقدر الذي يكون فيه ضروري بشكل معقول لتمكين الشركة من تنفيذ الخدمات وفقاً لشروط الإتفاقية. يستمر هذا الإلتزام بكامل شروطه وقوته خلال مدة هذه الإتفاقية وبعد انتهاءها، شريطة ألا يخضع إلى مايلي من هذه القيود:

  • Information that the company had prior to the agreement via the client
  • Any information that is or has legally become public domain.
  • Any information that becomes legally available to the Company through a source independent of the Client
  • Any information that may be requested to be made available in connection with achieving certification, such as information to an accreditation body, a set of agreements for assessing people, etc.
  • Information that must be made available in the public domain, which includes all information that can be made available to the public. Such as name, certificate scope, validity, status, etc.

Information permitted to be made publicly available

The certification body may make information available to the public about certificates granted, suspended, or withdrawn. At the request of any party, the certification body must provide the means to confirm the authenticity of a particular certificate. The disclosure of this information to the public may be limited for security or other publicity reasons. The client will be informed of any information published before it is announced.

Management system performance complaints received by the customer

يجب توثيق جميع الشكاوى والإجراءات العلاجية بشكل صحيح. ويجب الرد على الشكاوى بشكل كامل. ويتم الإحتفاظ بسجلات الشكاوى الخاصة لفترة تتناسب مع نظام الاداره العليا

Changes in Management Systems

You should inform the Company of any change in your organization that may affect certification requirements, such as: major changes in legal, business or proprietary rights matters, major administrative changes, change or addition to the scope of the business, major changes in processes and systems and any changes that would significantly affect On the status of the approved management system. The Company will review the information and clarify a course of action including changing the status of the certificate, special audit, or any appropriate action to maintain the validity of the certificate. These administrative changes must include, specifically, the management system concerned under the certificate, namely:

  • ISO 9001:2015 منتج خطير أو شكاوى قانونية من شأنها أن تؤثر على حالة الشهادة
  • ISO 14001:2015 حادثة خطيرة تتعلق بالصحة والسلامة يمكن الإبلاغ عنها لها عواقب داخلية أو خارجية أو عواقب قانونية،
  • ISO 22000: 2018 – HACCP : حادثة خطيرة لسلامة الأغذية يمكن الإبلاغ عنها لعدم الإمتثال الداخلي او الخارجي أو القانوني.
  • ISO 45001:2018 حادثة خطيرة للسلامة المهنية في موقع العمل يمكن الإبلاغ عنها لعدم الإمتثال الداخلي او الخارجي أو القانوني.

Advertising and Promotion

In order to maintain the integrity of our Service, Customer will adhere to the requirements of the Quality Marks Document when indicating the status of your certification in communications such as the Internet, brochures, advertisements, or other documents. You must not:

  • making or permitting misleading certification statements;
  • Do not use or permit the certification documents or any part thereof to be used in a misleading manner;
  • When certification is suspended or withdrawn, discontinue use of all advertising materials that contain a reference to the certification as directed by the certification body.
  • Modifying all advertising materials when the scope of work changes.
  • Do not allow your certification reference to be used to indicate that a certification body has certified a product, service, or process.
  • Do not allow the statement that certification applies to activities outside the scope of work.
  • Not to use the certificate in a way that puts the granting body or the certificate system in a bad light that affects public confidence.