About Us

Vertex Quality Assurance Solutions Pvt. Ltd (VQAS) is committed to add value to its client and the community as a leading competence centre for manpower consultancy, Inspections, Testing’s, Calibration, Assessments, Auditing, Certification and Training in India, VERTEX’s success is cantered on providing the appropriate expert advice to enable its clients to provide safe and reliable products and services, helping to demonstrate quality and confidence in what its clients offer.

VQAS provides assistance in the development, implementation and maintenance of Quality Management Systems in compliance with industry standards (API, ISO, ASME, AS, QS) leading to system certification and/or product licensing. VQAS has extensive international experience working with large & small manufacturing and service companies worldwide. We utilize this multi-cultural experience to assist our clients in promoting their products & services in today’s global market.

VQAS is an independent organization, offering expert inspection, examination and consultancy works throughout the Asian, south African and Middle East Countries covering a wide variety of Quality Management system Manpower Consultancy, Trainings, Engineering, Commissioning, Boilers and Pressure Vessels, Fire Systems Inspection and Certification, Life Safety Audits, Calibration, Lifts and Hoisting, specialized field in Welding Certification and Non-destructive Testing (NDT) i.e. Radiography, Ultrasonic Testing, Magnetic Particle Testing. We ensure our value-added services to benefit our valuable customers on regular basis.

Mission & Vision

We at VQAS recognise that we are in a competitive industry and our clients have a large choice when choosing a certification body/registrar. In order for VQAS to stand out and succeed we will be equally committed to all clients, irrespective of size and location, we will strive to retain existing clients as well as recruit new clients. We will continuously review our performance and rejuvenate our approach when required. As well as valuing our clients, we value our environment and strive to deliver our service in a way that promotes confidence and complete client satisfaction in an efficient, expedient, friendly and professional manner.

  • Our services will always remain confidential and impartial;
  • Our team will always be helpful, objective, competent and consistent in their strive to meet the needs and expectations of our clients;
  • Our services will always be delivered with transparency and sincerity;
  • We will always endeavour to adopt the latest technological options to deliver our service; We have recognised our interested parties to ensure we meet with legal and compliance obligations;
  • We will endeavour to favour suppliers whom are ethical, environmentally friendly and have a similar intent as ours;
  • The Health, safety and wellbeing of our employees, auditors, visitors, clients and the public remain paramount to our success;
  • Our auditing services will add value, our head office will expedite all enquiries and process certificates without delay, giving clients the service they expect and deserve.

Management will ensure that our vision is communicated to all relevant personnel and organisations who work with us in order to ensure our ethos is clear and followed.

Impartiality Policy

VQAS is committed to impartiality in management system certification activities. VQAS’s Quality Policy is a publicly available statement stating that it understands the importance of impartiality in carrying out its management system certification activities manages conflict of interest and ensures the objectivity of its management system certification activities.

VQAS will comply with the requirements of ISO 17021:2015 and ensure impartiality for all its personals related to the certification activities & within all of its certification activities from time to time.

VQAS has established processes to identify, analyse, evaluate, treat, monitor, and document risks related to conflict of interests arising from provision of certification including any conflicts arising from its relationships on an ongoing basis. In case of threats to impartiality VQAS  documents and demonstrates elimination or minimization of such threats and documents residual risk, if any this residual risk is then reviewed to determine if it is within the level of acceptable risk. The demonstration covers all potential threats that are identified, whether they arise from within the certification body or from activities of other persons, bodies or organisations. Whenever a relationship poses an unacceptable threat to impartiality then certification will not be provided.

To ensure above VQAS  will establish a committee of interested parties including clients, representative of industry associations, NGO’s including customer organisations.

To demonstrate effective Implementation of Impartiality policy of VQAS , We will neither provide nor permits the Following:

  • VQAS will not certify another certification body for its Quality Management System.
  • Management Consultancy services for realization, continuity and sustenance of certification.
  • VQAS will not conduct internal audits of its certified clients. VQAS will not certify a management system on which VQAS has provided internal audits for a minimum period of two years following end of consultancy.
  • VQAS will not provide its services either marketed or offered as linked with organisation providing management consultancy.
  • All Personnel working for VQAS will not provide Certification Service with Consultancy group.
  • VQAS will not allow any consultancy organization to market or offer the activities of VQAS.
  • VQAS will not state or imply that certification would be simpler, easier, faster or less expensive..
  • VQAS or its employees will not interfere or participate in decision process of management system issues.
  • VQAS & its employees will not participate in preparation and procurement of manuals, guides, Formats and procedures..
  • VQAS will not provide specific and detailed advice or training on design, implementation and maintenance of management systems subject to certification.

Accreditation

Accreditation is the process by which a certification body is recognised to offer certification services. In order to become accredited, VQAS is required to implement a Quality Management System  and comply with the ISO 17021  standard with a set of requirements that will enable them to ensure that their management system certification process is carried out in a competent, consistent and impartial manner.  

Our accreditation means that we have been independently assessed as possessing the expertise and competency to audit and certify to each of the listed standards on our website. Organisations who are seeking to have a system certified to an international standard should ensure that the assessment and certification is carried out by a competent accredited body. This means that the certification body providing the service is accredited and can provide evidence that it has the expertise, skills, proven knowledge of the standard and itself operates a quality service.

Complaint & Appeal

1. Purpose
The purpose of this procedure is to describe handling of complaint, validating the received from the client and from other parties.

2. Scope
This procedure covers all complaint received at Organization by any means, like written, verbal, e–mail etc. It also includes adverse findings during Audit.

3. Responsibility

Quality Manager/CEOis responsible for receiving the complaint and appeal from the clients / other parties. They in consultation with the Auditor are responsible for handling, validating and analysis of the complaint to the satisfaction of the clients / other parties.

Quality Manager/CEOis responsible for closing of complaint to the satisfaction of client / other parties.

Quality Manager/CEOis responsible handling and analyzing the complaint by back–up records. Auditor assists him in analyzing the complaint.

4. Description of Activity
 * VQAS has this documented procedure to receive, evaluate and make decisions on complaints and appeals.

 4.1. Receipt and validating complaint and appeal

Complaint received from client / other parties by any means or by any one is first of all recorded in the Complaint and appeal register. After that complaint and appeal report is prepared with the details of;

Complaint and appeal sr. No.,

Mode of receipt

Received by,

Name of client / other parties,

Description of complaint,

Reference of Audit services against, which complaint and appeal is raised along-with the reference of Audit date, 

Client / other parties’ complaint and appeal report are issued to the Auditor for analyzing the root cause.

Auditor / Quality Manager validates the complaint after checking necessary back–up records or personal interview of the Auditor / Audit Personals (who were involved in to job).

  4.2. Classification of the client feedback and complaint and appeal

Client complaint and appeal and client feedbacks are classified according to their cause. The purpose is to allow for better tracking of trends and evaluating improvements in specific domains. Possible causes are:

Suspected results

Late result reporting

Problems with communication and response

Complaint and appeal regarding business practices, publicity, etc,

Problems in Audit services provideded 

 4.3. Handling of Client Complaint
     Quality Manager and the function responsible for the complaint and appeal, decide how to respond to the client and, when applicable, what needs to be done to correct the problem for the client (re–Audit, hold a meeting, etc.). The client is informed of this decision. Quality Manager review every client complaint and appeal, root cause is analysed and corrective action is taken. The same is recorded in the client complaint and appeal report.

4.4. Analysis of Compliants

Quality Manager reviews the complaint for;

Delay in submission of Audit report / certificate,

Wrong reporting / variation in reporting,

Audit not carried–out as per the contract,

Audit is not carried–out in time,

Inadequate error in reports,

Any other problem identified by the client / other parties, 

Client / other parties complaint and appeal is analyzed for the root cause. After identification of root cause the necessary actions are taken to resolve the complaint and appeal.

Client / other parties are replied accordingly. Also necessary actions are taken at client / other parties’ end, if required to resolve the complaint and appeal. Considering seriousness of complaint and appeal, Quality Manager or their nominee may visit the client / other parties, wherever required. Based on his feedback the complaint and appeal is closed by Technical Co-coordinator / Quality Manager.

4.4. Closing of Compliants

Depending on the nature of the non–conformity, the Quality Manager may follow up with requests for corrective actions. When the investigation of client complaint and appeal determines that remote operation or other external organizations contributed to the complaint and appeal, the Quality Manager or his delegate contacts these organizations and provides them with all relevant information.

Every client complaint is recorded. The records are maintained by the Quality Manager. When there are copies of written communication, reports and other documents related to a complaint and appeal, these records are organized into a file and  are identified with the complaint and appeal number and also having records of the corresponding corrective or preventive actions. The records of investigations that concern product quality or other test characteristics are maintained by Quality Manager. Based on analysis of Client / Other Parties complaint and appeal, necessary actions are taken and client is replied for closing the complaint and appeal. Management Representative identifies need for taking corrective to prevent such complaint and appeal in future and accordingly concerned person is informed.

All the complaint received by Organization will be closed within 15 working days after receipt of the complaint and appeal. CEO / Quality Manager is authorized for closing of complaint.

The decision to be communicated to the complainant or appellant shall be made by, or reviewed and approved by, individual(s) not involved in the original Audit activities.

5. APPEALS
Responsibility– CEO/ Managing Director is responsible for closing appeal to the satisfaction of client / other parties.

 5.1. The appeals handling documented process covering receiving, evaluating and making decisions on appeals is carried out as described in the following clauses

  1. Any client or interested party is entitled to appeal in writing, but the appeal must be justified in respect of the following
    (i) Non acceptance of client’s application for certification (ii) granting, suspending, refusing, withdrawing or denying of certification.
  2. VQAS provides the client with guidance on how to appeal and direct to the standard business terms described in Certification Agreement.  Appeal form has to be filled by the appellant and forwarded to VQAS.
  3. CEO of VQAS, shall take care of the appeal received from any client/appellant
  4. A written or electronic acknowledgement is given to the appellant within 5 working days All appeals are to be addressed within 60 days from the receipt of the appeal.
  5. The Top Management, in the interest of both the parties, shall contact the client to clarify the matter and settle the appeal amicably.  If he succeeds in his attempt to settle the matter he will inform the client of the result. For any decision in between the final outcome of the result the client will be intimated from time to time.
  6. All the progress and results of various stages will be communicated to the client in Writing or through electronic media

  7. VQAS gives formal notice to the appellant of the end of the appeals-handling Process.

 5.2. VQAS ensures that submission, investigation and decision on appeals do not result in any discriminatory actions against the appellant

5.3.  VQAS receiving the appeal is responsible for gathering and verifying all necessary information to validate the appeal. All appeals are reviewed by the appeal panel constituted by managing director for each appeal. The appeal panel contains at least two members from the VQAS’s auditor panel who have not been part of the audit and also not involved in certification decision or involved in the subject of the appeal. For appeal against the decision of the Managing Director the matter is referred to the Spokesperson of the impartial committee for constituting the panel and taking the decision. The spokesperson may, if required, delegate arbitration to one or more of the members of the Impartiality Committee.  In this case, the decision made by the spokesperson or the member nominated by him shall be binding on VQAS.      

5.4.  The Meeting of Appeal Panel shall be held with 30 days of the receipt of notification from the applicant with one week prior notice of the time and place of Appeal Panel meeting.

5.4.  The Meeting of Appeal Panel shall be held with 30 days of the receipt of notification from the applicant with one week prior notice of the time and place of Appeal Panel meeting.

5.5. The appeal panel investigates the appeal by looking into the records and / or talking to the appellant and VQAS and takes a decision taking into account the results of any previous such appeals. Based on the decision of the appeal panel VQAS initiates appropriate correction and corrective action. The decision to be communicated to the appellant is made by, or reviewed and approved by the panel not previously involved in the subject of the appeal. A copy of the report along with supporting documents will be submitted to the Impartiality Committee for review and records.

5.6. VQAS gives formal notice to the appellant of the end of the appeals handling process

Suspension & Withdraw

 

Suspension Conditions

 

The client’s certified management system has persistently or seriously failed to meet certification requirements, including requirements for the effectiveness of the management system;
The certified client does not allow surveillance or recertification audits to be conducted at the required frequencies;
The certified client has voluntarily requested a suspension.
Non-elimination of serious nonconformities within agreed term (max 60 days) discovered during surveillance/short-notice surveillance audit
Breaking of information duty – in communication of changes, which essentially influence management system function
Misuse of Certificate or certification mark
VQAS’s decision on suspending the certification shall be communicated to the client, in writing a letter or by email, fax or other
Suitable method.
The notice of suspension will direct the client:
− To take action to resolve the suspension within the time frame specified.
− to inform its customers of the suspension, and
− not conduct business on the basis of Certification, or use of logo.
The suspended status of any certification is communicated to client and clients the status is updated on website www.vqas.co.in
In most cases the suspension period will not exceed 6 months

Withdrawn Condition

 

a) The client has not paid the appropriate fee
b) The client requests withdrawal of certification

Failure to resolve the issues that have resulted in the suspension of certification in a time (maximum 6 month) specified shall result in withdrawal or reduction of the scope of Certification.
Notice of withdrawal to be issued in writing by e-mail or fax, followed by copy sent by Certified mail.
The notice will require the client:
− To immediately discontinue its claim to be approved/certificated.
− to the return of certificate
− Not to take orders on the basis of a non- existent certificate.
− To withdraw all documents that makes use of the Accreditation Mark and/or the Company Certification logo.

 

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