Information on Certification Agreement and Requirements A. Information on Certification Agreement The Bangladesh Standards and testing Institution, hereinafter referred to as the certification body and represented in this matter hereby makes agreement for the certification of the products under the scope/ non- scope operating with the requirements of ISO/IEC 17065. In order to hold and use of the license, the licensee shall comply with the conditions of the agreement as follows: Article 1: Regulations for certification and inspection The stipulations of the General Rules for the certification system apply to this agreement specified as a terms & conditions of license for Product Certification Scheme. 1.1The license holder shall make all necessary arrangements for the BSTI to check, inspect, investigation of complaints, to verify for compliance of all the license conditions given herein and in the STI and the participation of observers (if applicable). 1.2 When a part of the manufacturing/producing/processing/treating of product/commodity is subcontracted by the license holder, he shall be responsible to arrange with the subcontractor for the BSTI to check, inspect investigation of complaints, to verify for compliance of all the appropriate conditions given herein and in the STI and the participation of observers (if applicable). 1.3 A license may be suspended if the licensee has failed to provide reasonable facilities for inspection or testing and has contravened any provision of either the Ordinance, Regulations. 1.4 If the manufacture of a product has ceased continuously for a period of six months, the BSTI shall be notified and the mark shall be suspended. The manufacturing operation shall be reassessed by the BSTI before approval is granted to reuse the mark. 1.5 A license shall be revoked if more than two suspensions for the same or similar deficiencies occur within a period of two years. 1.6 Application of renew will be made by the client three month before the expiry of the license otherwise it will be automatically dreamed as cancelled. Article 2: Rights and obligation 2.1 The holder of the license agrees that the certified products manufactured and supplied by him as specified in the license attached to this agreement complies with the requirements stated in the BDS and Scheme of Testing & Inspection and other provisions of the Products Certification Scheme as published in the BSTI regulations 1989. Accordingly, the Bangladesh Standards and Testing Institution (BSTI) authorizes the holder of the license to use the BSTI certification mark on the products to which the license applies and to announce publicly that certification has been received. 2.2 The holder of the license of the product agrees that the persons representing BSTI will have unobstructed access without prior notification to the premises of the factory covered by the license during the normal working hours of the factory involved, including equipment, personnel, storage areas and the premises of any subcontractors of the holder of the license whose operations are covered within scope of the license. 2.3 The holder of the license agrees that the products for which the license is granted will be produced to the same specifications as the sample that has been submitted to BSTI (as specified in the application form for product certification).
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Information on Certification Agreement and Requirements
A. Information on Certification Agreement
The Bangladesh Standards and testing Institution, hereinafter referred to as the certification body and represented in this matter hereby makes agreement for the certification of the products under the scope/ non-scope operating with the requirements of ISO/IEC 17065. In order to hold and use of the license, the licensee shall comply with the conditions of the agreement as follows: Article 1: Regulations for certification and inspection The stipulations of the General Rules for the certification system apply to this agreement specified as a terms & conditions of license for Product Certification Scheme. 1.1The license holder shall make all necessary arrangements for the BSTI to check, inspect, investigation of complaints, to verify for compliance of all the license conditions given herein and in the STI and the participation of observers (if applicable). 1.2 When a part of the manufacturing/producing/processing/treating of product/commodity is subcontracted by the license holder, he shall be responsible to arrange with the subcontractor for the BSTI to check, inspect investigation of complaints, to verify for compliance of all the appropriate conditions given herein and in the STI and the participation of observers (if applicable). 1.3 A license may be suspended if the licensee has failed to provide reasonable facilities for inspection or testing and has contravened any provision of either the Ordinance, Regulations. 1.4 If the manufacture of a product has ceased continuously for a period of six months, the BSTI shall be notified and the mark shall be suspended. The manufacturing operation shall be reassessed by the BSTI before approval is granted to reuse the mark. 1.5 A license shall be revoked if more than two suspensions for the same or similar deficiencies occur within a period of two years. 1.6 Application of renew will be made by the client three month before the expiry of the license otherwise it will be automatically dreamed as cancelled. Article 2: Rights and obligation 2.1 The holder of the license agrees that the certified products manufactured and supplied by him as specified in the license attached to this agreement complies with the requirements stated in the BDS and Scheme of Testing & Inspection and other provisions of the Products Certification Scheme as published in the BSTI regulations 1989.
Accordingly, the Bangladesh Standards and Testing Institution (BSTI) authorizes the holder of the license to use the BSTI certification mark on the products to which the license applies and to announce publicly that certification has been received. 2.2 The holder of the license of the product agrees that the persons representing BSTI will have unobstructed access without prior notification to the premises of the factory covered by the license during the normal working hours of the factory involved, including equipment, personnel, storage areas and the premises of any subcontractors of the holder of the license whose operations are covered within scope of the license.
2.3 The holder of the license agrees that the products for which the license is granted will be produced to the same specifications as the sample that has been submitted to BSTI (as specified in the application form for product certification).
2.4 The holder of the license agrees to apply the mark on the product labels that has been registered with the BSTI as per the instructions on the Use of the Logo as given in the Article 10.
2.5 The holder of the license agrees to implement changes communicated by BSTI in relation to the Certification scheme policy and procedures, BDS, STI within the specified time frame.
2.6 When requested by other parties the license holder shall provide the BSTI license in full without any changes.
Article 3: Responsibilities of BSTI 3.1 BSTI ensure that all information and changes relevant to the Certification scheme policy and procedures,
BDS, STI, fee structure shall be provided in a timely manner to the holder of a license.
3.2 BSTI shall provide on request relevant information relating to scope of Certification and Validity of license in response to any query from any party.
3.3 If any STI is revised the revised STI is sent to the licensee. The surveillance schedule of that company may
be changed to assess the compliance of the revised STI. Article 4: Surveillance 4.1 BSTI carries out continuing surveillance on the holder of the certification to determine compliance with his obligations, in accordance with the conditions stated in the Bangladesh standards, Scheme of Testing & Inspection and General Conditions of License for Product Certification Scheme.
4.2 The surveillance is carried out by the staff of BSTI. The cost of the samples and cost of testing of the
samples shall be borne by the licensee on submission of invoices/bill and test reports by the BSTI. 4.3 Surveillance of products on the requirements of the relevant standard as given in the STI shall be
undertaken by BSTI.
4.4 The testing of the samples taken from factory or market is carried out minimum twice a year or as required by sample failures or consumer complaints. The licensee shall be informed of the results of the surveillance.
Article 5: Complaints The holder of the licensee agrees to upon request by BSTI to keep records of all complaints received and action taken relative to the products and report to BSTI of any complaints regarding those aspects of the products covered by the license.
Article 6: Publicity 6.1 The holder of the license has the right to publish that he has been authorized to mark the products to which the license applies.
6.2 The holder of the license shall make claims of Certification only for the products, Process and Services which are covered within the scope of the license and shall not make any misleading claims or convey the impression that other types or grades of the products, Process and Services are covered under Certification. 6.3 Among other methods the BSTI gives publicity to the certification given to the licensee in news papers, radio and television etc. and cancellation of the agreement, as appropriate.
Article 7: Confidentiality The BSTI is committed for ensuring maintenance of confidentiality by its employees concerning all proprietary information of the holder of the license, with which they become acquainted during performance of various certification activities, or received from any other sources. However BSTI shall submit any confidential
information of the holder of the license if required by any legal authority, under intimation to the holder of the license. Article 8: Payment The holder of the license agrees to pay for all expenses in relation to the surveillance, including test, inspection and administration costs. Article 9: Agreement period 9.1 This agreement shall continue in force unless and until withdrawn for justified reasons or cancelled by
either party upon due notice given to the other party. 9.2The validity of the license is for a three year period, and can be extended provided all the conditions are
satisfied. 9.3 When the holder of the license ceases his operation, he shall notify BSTI in writing within thirty days from
the date of cessation thereof. Article 10: The Use of BSTI Product Certification Marks Logo
10.1The certification marks logo issued by BSTI shall be used only by a client that has received a product in conjunction with a valid certification license from BSTI.
10.2The logo should be applied together with number of the Standard and brand name or trade mark mentioned in the license. 10.3 The product certification logo should be applied on the product itself, product label, container or primary product packaging. 10.4The product certification logo can be used with the accreditation mark of the BSTI Product certification scheme. The accreditation mark must only be used in conjunction with the BSTI product certification logo. 10.5The product certification logo should not be used on products not included in the scope of certification or in any misleading manner. 10.6The mark not to be used in connection with non certified products including the use in
(a)Advertisements or promotional brochure (b)Client’s stationary (c)Business cards (d)Client’s Website 10.7 The product certification logo should not be applied to laboratory test, calibration or inspection reports, 10.8The logo master can be obtained from BSTI Certification Marks Wing office. 10.9Electronic reproduction of the logo master is permitted. 10.10Redrawn approximations of the logo are not allowed. 10.11 Licensee to immediately discontinue the use of the mark in event that the certification is suspended or revoked. Article 11: Suspension/Withdrawal/Cancellation of the license 11.1 BSTI shall suspend or withdraw/cancel the license in case it is satisfied that the product under certification does not conform to the relevant BDS, or the license holder has violated any of terms and conditions of the certification scheme. Depending on the reason for the withdrawal/cancellation the following schedule of notice will be followed by BSTI:
Situation requiring the dispatch of notice that can lead to suspension/withdrawal/ cancellation
Days of notice prior to suspension
Days of notice prior to withdrawal/cancellation of license/cancellation of certification decision
a) Non-conformance with the standards that is considered hazardous to public health and life
immediate 30 days period prior to 6 months of suspension
b) Failure to meet other non-conformance with the standards
≤ 45 days 30 days period prior to 6 months of suspension
c) Non-payment of fees according to article 8 - 20 days period prior to the date of expiry or 60 days from the date of certification decision
d) Not providing facilities for inspection, or failed to comply with any other conditions of the license or does not take action.
≤30 days 15 days period prior to 3 months of suspension
e) Failure to meet other provisions of the agreement or/and commitment or failed to comply with any conditions of the license
≤30 days 30 days period prior to 6 months of suspension
f) Non-compliance with new requirements in relation to revision of standards or STI or any technical document of BSTI
as specified by BSTI or ≤120 days
15 days period prior to 2 months of suspension.
g) Non-compliance with new requirements of any law
- ≤60 days period prior to the date of cancellation decision
h) Involving marking of variety which is not covered in the license
- 15 days period prior to the date of cancellation decision
11.2 Advice of cancellation shall be sent by registered letter (or equivalent means) to the other party, stating the
reasons and the date of Termination of the agreement. 11.3 Upon receipted of Intimation of cancelations/withdrawals of license, the erstwhile holder of the license shall stop the use of BSTI marks and any other claims of Certification with immediate effect and destroy all stationary, labels, dies etc which has being use for marking the products and confirmed the same in writing to BSTI within 15 days of receipted of intimation. 11.4 Similar action shall be followed when the holder of the license voluntarily surrenders the license or allows the license to expire. The original license shall be return to BSTI. Article 12: Information on modifications 12.1 The holder of the license agrees to inform the BSTI of any intended modification in the product, Brand, the manufacturing processes, management and technical personnel, manufacturing locations, plant, machineries, quality assurance system or the quality control setup and ownership of the company which may affect the compliance of the product. In such cases the licensee shall not release marked products resulting from such changes until the BSTI has notified the licensee accordingly. 12.2 If the requirements applying to the products covered by this agreement are modified, BSTI shall immediately inform the holder of the license by registered letter (or equivalent means), stating at what date the modified requirements will become effective, and advising him of any need for a supplementary examination of the products which are subject to this agreement. 12.3 Within a specified period of time after receipt of the advice described in paragraph.11.1, the holder of the license shall inform BSTI by registered letter (or equivalent means) whether he is prepared to accept the modifications. If the holder of the license gives confirmation within the specified period of his acceptance of the modification and provided the result of any supplementary examination is favorable, a supplementary license will be issued or other modifications of the BSTI's records. 12.4 If the holder of the license advises the BSTI that he is not prepared to accept the modification within the time specified in accordance with 11.2 or if he allows the terms for acceptance to lapse, or if the result of any
supplementary examination is not favorable, the license covering the particular product shall cease to be valid on the date on which the modified specifications become effective, unless otherwise decided by the BSTI. Article 13: Liability BSTI is an autonomous body under the ministry of industries government of the People’s Republic of Bangladesh. Clients under the product certification activities of BSTI are bound to take the whole liabilities for any kind of inconvenience by the legal requirements of Bangladesh. Article 14: Appeals All disputes that may arise in connection with this agreement are to be settled in accordance with the appeal procedures of the BSTI. In case the matter cannot be resolved, both parties are entitled to seek legal recourse through competent courts. Issued in duplicate and signed by an authorized representative of the Bangladesh Standards and Testing Institution and the applicant.
B. Information on documents, which is required to attachment with the Application of CM License.
1. Trade license (in favour of Factory premises) 2. Premises license (Sanitary license)/ Environment Clearance Certificate (where necessary) 3. TIN Certificate 4. Trade mark Registration 5. Registration from BOI/BSCIC (if any) 6. Calibration Certificate of measuring equipments 7. Factory layout 8. Process flow chart 9. List of manufacturing machineries 10. List of testing equipments 11. Quality Control Plan/Scheme 12. Product Label/ Packet 13. Initial Questionnaire
Schedule of Product Certification
SI. No. Certification Schedule
Category Sub Category Scope (Products/Process) Evaluation Criteria Technical
To The Director General Bangladesh Standards & Testing Institution 116/KA, Tejgaon Industrial Area Dhaka-1208. 1. I/We, (Name of the person or the organization in full) ----------------------------------------------- have been engaged in the business in the address and I/We, are applying for issuance of a license for use of “Standard Mark” keeping in conformity of the commodities/ processes of Bangladesh Standard according to Bangladesh Standards & `Testing Institution Ordinance, 1985 (Ordinance xxxvii of 1985) as described below: a) * Commodity The related Bangladesh Standard Kind Number (Numbers)- Size Grade b) * Class or commodities License Number & duration Kind (where applicable):- Size Grade c) * Process 2Name and address of the factory if is different from para 1:
3 According to my/ our best knowledge the quantity of the mentioned commodity/ process and quantity of export and its price is given bellow:
Year Production Unit Value a) For the last year ------------------------- to---------------------
b) For the Current year ------------------------- to---------------------
Year Export Unit Value a) For the last year -------------------------to--------------------- b) For the Current year ------------------------- to---------------------
In an application only one item may be applied for included in (a), (b) and (c) The other two is to be struck out. 4. With a view to ensure the similarity of the process of production of the mentioned commodities as per related standard of Bangladesh Standard (Standards)- I/ We, am/ are using the schedule of Inspection & Testing as per description attached with the application/ proposing to use the same. The regular records or all such similar records of inspection kept/ will be kept in the supplied form in detail. I/ We, are promising to partly change, amend or change my/ our inspection and testing program as may be required form time to time to keep in line with our policy which may be directed by you. 5. If the institution desires to make a preliminary inspection or investigation then I/We, we agree to give all our reasonable opportunity and privileges to the institute according to our ability and I/We, also we agree to make payment of all the charges including charges of the above inspection or all the expenses incurred in the investigation or the time and way in which the Institute will decide. 6. If the license is given, I/We am/ are promising to abide by all the terms and conditions of the license so long it remains valid for use and also promising to comply with the rules and regulations as mentioned in the above ordinance. If the license becomes prolonged or it is cancelled, then I/We, are giving this promise that any use of the trade mark on any commodity under the license will be stopped immediately and all related advertisement, materials will be taken back and other necessary action will be taken to follow the rules and regulations of the above ordinance. Date : Signature : Name : Father’s Name : Designation : Village : P.S. : District : Phone (if any) : On behalf of …………………………… (Name of the representative of the organization)
INITIAL QUESTIONNAIRE
[This questionnaire should be filled in and returned together with the application form. It is intended to provide preliminary information on the manufacturing procedures, quality assurance system and record keeping. This document will be used by the assessment staff during preliminary visits to the factory or factories involved as a part of the initial assessment. Supplements may be included where it is necessary to expand any statements. A separate document should be completed for each factory, or variations between factories clearly indicated. The statements should relate to the facilities available as the date of completion of this form. The information given in this document will be treated in the strictest confidence. Information on the following subjects will furthermore facilitate the treatment of the application.]
Please give the following information on basic system Section 1–Name and contact address of the Manufacture:
1.1 Product name:
1.1.1 The production is organized as-
i) Batch production
ii) Continuous production
iii) Other………………………………
1.1.2 How are the products identified
1.1.3 How does the system allow for products to be isolated in case of a quality problem
1.1.4 Please give any other relevant information on the production system
1.2 Process:
Please detail various steps in the manufacture- a production schedule and/or supplement in chart form showing stages may be advantageous.
1.3 Manpower:
Manpower in general shift: (a) Operational: (b) Non operational:
Number of manpower per shift: (a) (b) (c)
Section 2– Quality control system:
2.1 Have you established quality control system based on?
(a) Relevant Bangladesh standard (BDS)/International standard: Yes/ No
(b) Any other quality control system standard( HACCP/ GMP-GHP/ ISO 22000/ ISO 9001/ISO 14001):
2.2 Quality assurance:
Please give following information on factory QC staff organization
2.2.1 Head of Quality assurance:
2.2.2 Reporting to?
2.2.3 Is there a separate QC/Inspection Dept?
2.2.4 If so indicate
2.2.4.1 Chief Inspector if different from 2.2.1
2.2.4.2 Are staffs aware of the tests in the relevant standards?
2.2.5 Are Quality Audit checks carried out and by whom?
2.2.6 Please give any other information on QC staff organization.
2.2.7 Has the product been tested to the relevant standard? (If so please attach report):
2.3 Test equipment/instruments, gauges and tools
Please detail test equipment used, manufacturer’s names, and indicate calibration procedure (if calibrated by external agency, please give name and address) and if calibration certificates are available.
Section 3 – Records and documentation
3.1 General
3.1.1 Please indicate form of master specification, i.e. drawing, product/parts schedule, reference sample, etc. Also indicate other general records available.
3.1.2 Please indicate system used to amend design/specification
3.2 Compliance- Specification
3.2.1 Please indicate level of defectives found in past six month. If tests in accordance with the relevant standard (s) have already been carried out, attach copies of summary of test results if available.
3.2.2 Please indicate the level of claims/complaints made under warranty and/or otherwise and give also as a percentage of total output.
3.2.3 Have independent tests been made on products against the standard? By whom? Please attach copies if available.
3.2.4 Please give information relating to the-
a) Rejections of the batches not conform to the standard:
b) Application rejection date and cause
c) License cancellation date and cause
d) How many times your application/license was rejected?
3.2.5 Please give information details of warning/advice received from BSTI due to
illegal activities.
I/We have read the terms and conditions and hereby undertake to abide by them as mentioned in the
document of Information on Certification Agreement and Requirements (Doc. no. R/A-08/IC)
Name and address of the representative of the organization with seal
Fees Structure
All certification marks fees shall have to pay according to the BSTI S.R.O No. 230/law/2009 section (3) and the following fees structure of Application (new/renewal), Marking fee and license of PCS has prescribed by the BSTI regulation, 1989 section 9(6), 9 (KA) and BSTI ordinance 1985 section 20(3). The certification fees consist of (15% VAT will be added).
The certification fees consist of: Application fee: Tk. 1000 for new and Tk. 500 for renewal Marking fee: 0.07 percent of ex-factory turnover for fruit processing organizations
0.1 percent of ex-factory turn over for other products License fee: 200 taka per license per year
Procedure of Evaluation
I. Inspection of premises is done in 2 stages-preliminary inspection (PI) and formal inspection (FI).
II. If all the documents submitted with the application are satisfactory then preliminary inspection of the
manufacturing premises will be carried out by Registered Inspecting Officer.
III. Before preliminary inspection man days will be calculated for initial product certification inspection
according to the procedure of Man Days calculation by a competent Inspecting Officer.
IV. BSTI has system for preparation of inspection plan for the evaluation of the factory and inspection plan
is communicated to the unit in advance. This document gives details of factory evaluation process for
the benefit of applicants.
Impartiality Policy of
Product Certification Scheme
The Management of BSTI is committed to render its services in full compliance of ISO/IEC 17065:2012 & quality manual and to make continuous efforts for the improvement of its certification schemes in the best possible way to obtain maximum confidence and satisfaction of consumers, licensees and all other stakeholders. They will act to continuously enhance satisfaction of its customers from industry, services and other organizations who utilize BSTI services.
The decisions of BSTI are based on objective evidences of conformity or non-conformity in its conformity assessment activities. BSTI is committed to support its staff engaged in conformity assessment activities against any internal and external pressures that may be seen as restricting in fair discharge of their duties. All Conformity assessment services are discharged by avoiding conflict of interest and maintaining independence at the policy, organization and operating levels. It is the stated policy of product certification scheme of BSTI that conformity assessment personnel shall discharge their functions in a risk free and transparent environment without fear of any retribution from senior management for all actions taken in good faith and diligence. The BSTI is committed to identify and comply with all legal, regulatory and other requirements, particularly in respect of product certification activities. This policy is implemented by
Developing, installing, maintaining and updating systems and mechanisms to identify and control impartiality, conflicts of interest and independence issues for each conformity assessment system at all levels.
Training all personnel engaged in certification / testing services on this policy and its implementation.
Implementing mitigation measures in the organization and operating levels across the BSTI Wings and offices that include a combination of prohibitions, restrictions, process checks and self-declarations.
Setting up independent certification committee and Certification Advisory Panel (CAP) to review the impartiality related risks and mitigating actions and for advising BSTI on additional and emerging risks and other mitigating actions.
Director General BSTI Date: 01.10.2014 Purpose
The purpose of this procedure is to define the planning and conduct of surveillance of certification licensees of the product certification scheme to assure continuing compliance to the conditions of the license.
Scope
This procedure applies to all licenses granted under the product certification scheme (PCS). It is applicable to all staff of the certification wing and also to any external subcontractors appointed to under take surveillance inspections. The full scope of the processes covered is as per flow charts given Figure 1 and Figure 2.
Definitions : Directory of License -The permanent record maintained by the certification marks wing containing names of
current certification licensees with approval date, status/expiry date, issue date, standard number and factory address (format is P-SU-02-F01).
Register of Inspectors- A list of names of persons qualified to perform factory inspections indicating the fields
of expertise according to the industry sector. Inspecting officer- A person listed on the Register of Inspectors who is assigned to perform a surveillance
inspection of a licensee. Surveillance Report- A standard form as contained in P-SU-02-F03 Certification Report- A evaluation report is prepared and presented for approval of certification containing the
product description, inspection report, test result and recommendation is reviewed for approval by the certification committee.
Procedure : The criteria and basis for review of report and subsequent decisions stated to be covered vide procedure for
Renewal, Suspension, Cancellation, Reduction in scope and Withdrawal of the License. Which calls for straight away suspension of license in the event of any non- compliances observed.
Compliances to the STI requirements of the certification scheme are to be evidenced in the surveillance
reports (PM-SU-02-F03). Supervision controls over licensee’s performance
After the grant of license, the licensee is authorized to mark the products covered by the license subject to the condition that the Licensing Agreement and Scheme of Testing & Inspection (STI) for the Product Certification Scheme are fully implemented. a. Post certification controls are exercised through surveillance inspections at the licensee’s unit periodically.
During these inspections, thorough technical auditing of the quality control system is carried out with reference to the Licensing Agreement and STI for Product Certification Scheme. Samples of current production taken from the factory and the market are tested, in BSTI or independent laboratories.
b. The results of inspections and product testing are communicated to the licensee as appropriate with suitable
advices. c. A license can be suspended or cancelled following serious discrepancies, particularly if the product does not
conform to the applicable Bangladesh Standards or International Standards. d. The licensed product has ceased continuously for a period of six months, the production operation shall be re-
inspection by the BSTI before approval is granted to reuse the mark.
List of Accredited Product Certified Clients
Sl Name of the Producer Distrtict Division Product Name Brand Standard
All new approvals of certification shall be immediately upon approval entered into the Register of Certifications. (P-SU-02-F01) Similarly the register shall be updated for withdrawals, non-renewals and any other changes.
Establishment of schedule of surveillance (Factory & Market)
A schedule for surveillance (P-SU-02-F02) shall be established on twice in a year bases. This schedule shall include both factory and market surveillance.
In establishing the schedule, it should be assumed that each license is subject one factory surveillance and one market surveillance per year. The man day requirements of factory inspections shall be calculated in accordance with the man days calculation procedure. For market surveillances depending on the location of the surveillance, man days/ inspection time shall be allocated by Deputy Director in respective file and one inspecting officer could be collect one more sample available in the same market/shop for different licensee’s product.
The person assigned for the surveillance should be selected on the basis of having the required expertise in the field as per Register of Inspecting officers.
The Inspecting officers assigned shall keep the list confidential and not inform the licensee or any other person who does not need such information.
Quality Manager
Deputy Director
Surveillance Preparation
The Inspecting officer (Field officer) shall prepare for the inspection at least one day prior to the inspection. He should review and familiarise himself with the license file, the standard, and the General and Specific Conditions annexed to the Certification agreement. He should take particular note of the findings of the previous surveillances and outstanding non conformances, the process flow and the routine testing requirements. Prior to travel to the factory or market he should ensure that he has the blank copies of the Surveillance Report, the reference standard, copy of the previous surveillance report and the certification report.
Factory Surveillance i) Upon arrival at the factory the Inspecting officer (Field officer) should identify himself with the authority card and announce to the management his intention to conduct the surveillance in accordance with the Certification agreement.
In case the management refuses to permit him to conduct the surveillance he should note this in his report, explain the consequences and give a copy of the report to the licensee, inform his Deputy Director and depart. The Deputy Director shall send a formal notice to the licensee stating that a recommendation to suspend his license will be made in accordance to the clause 11.1(d) of Licensing Agreement if he fails to provide an acceptable reason within the time for his refusal to permit the surveillance.
Inspecting officer
Inspecting officer
Deputy Director
ii) The Inspecting officer (Field officer) should have a brief discussion with the named person responsible for quality as documented in the certification report to establish the plan for the surveillance.
iii) The Inspecting officer (Field officer) shall proceed to perform the inspection and report findings as per the surveillance report. In performing the inspection, he should request that a representative of the licensee accompany him. He should ensure that all elements are inspected and all columns of the report are filled.
Inspecting officer
Inspecting officer
iv) He should select samples for witness testing and for testing in BSTI or other
labs as indicated in the specific conditions annexed to the certification agreement. Samples should be selected from the finished goods store or production line on a random basis. These should be identified by clear marking and particulars recorded so as to ensure that these are not substituted.
v) Upon completion of the inspection and compiling the report, the Inspecting officer (Field officer) shall thank the licensee and present a signed copy to the licensee’s representative. The original report shall be retained in the file and submitted to the Deputy Director for review.
Inspecting officer
Inspecting officer
Market Surveillance
i)The surveillance is undertaken at identified market places (retailers or wholesalers) on a scheduled date (or period) as given in the Surveillance Schedule
ii) Upon arrival at the premises of the seller the Inspecting officer (Field officer) should identify himself with the authority card and announce his intention to take samples of the identified products.
iii) A survey of the stocks available at the sellers premises should be undertaken to identify the BSTI certified products that are available at the premises.
Inspecting officer
iv) Prior to sampling it should be ascertained whether sufficient stocks are available to sample in accordance with the sampling plan given in the STI applicable to the product. If sufficient stocks are not available another sales premises within the same area, where the required number of specimens can be taken should be selected (or take a reduced sample).
Inspecting officer
v) The number of specimens as required by the STI should be taken from the stocks at random and secured within a suitable container. The container should be marked with details of sampling. i. e. date of sampling, name and address of the seller, number of specimens, name and designation of the Inspecting officer (Field officer) and any other relevant details. The container should be sealed in the presence of the seller and the inspector.
Inspecting officer
vi) The cost of the items in the sample should be reimbursed to the seller and a receipt for the sale obtained. The receipt should be counter signed by the inspector and attached to the surveillance inspection report.(P-SU -02-F03)
vii) The cost of the items in the sample shall be recovered from the respective license holder in accordance with the Terms and conditions of license and article 4 of the licensing agreement.
viii) The Deputy Director shall make surprise factory surveillance by a senior inspecting officer or by a technical evaluator when no products found in the market of a licensee and it will be consider against scheduled market surveillance.
Inspecting officer
Deputy Director
4.4 Follow –up on Surveillance
A. The Deputy Director shall review the surveillance report. The recommendations made with regard to renewal, suspension and withdrawal shall be acted upon as per Procedure for Renewal, suspension, Cancelation or withdrawal P-RSC-02, Renewal, suspension.
B. If certain changes or revision in the BDS standard, then changes the surveillance schedule and anticipated the follow up surveillance shall conduct to verification of changes and modifying.
Deputy Director
Related documents and records List of the Certified Client: Q/F09/LC Directory of License, P-SU-02-F01 Surveillance Schedule, P-SU-02-F02 Surveillance report, P-SU-02-F03
PROCEDURE FOR SURVEILLANCE
1 Purpose
The purpose of this procedure is to define the planning and conduct of surveillance of certification licensees of the product certification scheme to assure continuing compliance to the conditions of the license.
2 Scope
This procedure applies to all licenses granted under the product certification scheme (PCS). It is applicable to all staff of the certification wing and also to any external subcontractors appointed to under take
surveillance inspections. The full scope of the processes covered is as per flow charts given Figure 1 and Figure 2.
3 Definitions 3.1 Directory of License -The permanent record maintained by the certification marks wing containing
names of current certification licensees with approval date, status/expiry date, issue date, standard number and factory address (format is P-SU-02-F01).
3.2 Register of Inspectors- A list of names of persons qualified to perform factory inspections indicating the
fields of expertise according to the industry sector. 3.3 Inspecting officer- A person listed on the Register of Inspectors who is assigned to perform a
surveillance inspection of a licensee. 3.4 Surveillance Report- A standard form as contained in P-SU-02-F03 3.5 Certification Report- A evaluation report is prepared and presented for approval of certification
containing the product description, inspection report, test result and recommendation is reviewed for approval by the certification committee.
4 Procedure 4.1 The criteria and basis for review of report and subsequent decisions stated to be covered vide procedure
for Renewal, Suspension, Cancellation, Reduction in scope and Withdrawal of the License. Which calls for straight away suspension of license in the event of any non- compliances observed.
Compliances to the STI requirements of the certification scheme are to be evidenced in the surveillance reports (PM-SU-02-F03). 4.2 Supervision controls over licensee’s performance After the grant of license, the licensee is authorized to mark the products covered by the license subject to the condition that the Licensing Agreement and Scheme of Testing & Inspection (STI) for the Product Certification Scheme are fully implemented.
a. Post certification controls are exercised through surveillance inspections at the licensee’s unit periodically. During these inspections, thorough technical auditing of the quality control system is carried out with reference to the Licensing Agreement and STI for Product Certification Scheme. Samples of current production taken from the factory and the market are tested, in BSTI or independent laboratories.
b. Post certification controls are exercised through surveillance inspections at the licensee’s unit periodically. During these inspections, thorough technical auditing of the quality control system is carried out with reference to the Licensing Agreement and STI for Product Certification Scheme. Samples of current production taken from the factory and the market are tested, in BSTI or independent laboratories.
c. The results of inspections and product testing are communicated to the licensee as appropriate with suitable advices.
d. A license can be suspended or cancelled following serious discrepancies, particularly if the product does not conform to the applicable Bangladesh Standards or International Standards.
e. The licensed product has ceased continuously for a period of six months, the production operation shall be re-inspection by the BSTI before approval is granted to reuse the mark.
4.3 Surveillance Planning
Action Responsibility 4.3.1 Directory of License
All new approvals of certification shall be immediately upon approval entered into the Register of Certifications. (P-SU-02-F01) Similarly the register shall be updated for withdrawals, non-renewals and any other changes. 4.3.2 Establishment of schedule of surveillance (Factory & Market)
A schedule for surveillance (P-SU-02-F02) shall be established on twice in a year bases. This schedule shall include both factory and market surveillance.
In establishing the schedule, it should be assumed that each license is subject one factory surveillance and one market surveillance per year. The man day requirements of factory inspections shall be calculated in accordance with the man days calculation procedure. For market surveillances depending on the location of the surveillance, man days/ inspection time shall be allocated by Deputy Director in respective file and one inspecting officer could be collect one more sample available in the same market/shop for different licensee’s product.
The person assigned for the surveillance should be selected on the basis of having the required expertise in the field as per Register of Inspecting officers.
The Inspecting officers assigned shall keep the list confidential and not inform the licensee or any other person who does not need such information.
Quality Manager
Deputy Director
4.3.3 Surveillance Preparation The Inspecting officer (Field officer) shall prepare for the inspection at least one day prior to the inspection. He should review and familiarise himself with the license file, the standard, and the General and Specific Conditions annexed to the Certification agreement. He should take particular note of the findings of the previous surveillances and outstanding non conformances, the process flow and the routine testing requirements. Prior to travel to the factory or market he should ensure that he has the blank copies of the Surveillance Report, the reference standard, copy of the previous surveillance report and the certification report.
Inspecting officer
4.3.4 Factory Surveillance i) Upon arrival at the factory the Inspecting officer (Field officer) should identify himself with the authority card and announce to the management his intention to conduct the surveillance in accordance with the Certification agreement.
Inspecting officer
In case the management refuses to permit him to conduct the surveillance he should note this in his report, explain the consequences and give a copy of the report to the licensee, inform his Deputy Director and depart. The Deputy Director shall send a formal notice to the licensee stating that a recommendation to suspend his license will be made in accordance to the clause 11.1(d) of Licensing Agreement if he fails to provide an acceptable reason within the time for his refusal to permit the surveillance.
Deputy Director
ii) The Inspecting officer (Field officer) should have a brief discussion with the named person responsible for quality as documented in the certification report to establish the plan for the surveillance. iii) The Inspecting officer (Field officer) shall proceed to perform the inspection and report findings as per the surveillance report. In performing the inspection, he should request that a representative of the licensee accompany him. He should ensure that all elements are inspected and all columns of the report are filled.
Inspecting officer
Inspecting officer iv) He should select samples for witness testing and for testing in BSTI or other
labs as indicated in the specific conditions annexed to the certification agreement. Samples should be selected from the finished goods store or production line on a random basis. These should be identified by clear marking and particulars recorded so as to ensure that these are not substituted. v) Upon completion of the inspection and compiling the report, the Inspecting officer (Field officer) shall thank the licensee and present a signed copy to the licensee’s representative. The original report shall be retained in the file and submitted to the Deputy Director for review.
Inspecting officer
Inspecting officer
4.3.5 Market Surveillance i)The surveillance is undertaken at identified market places (retailers or wholesalers) on a scheduled date (or period) as given in the Surveillance Schedule
ii) Upon arrival at the premises of the seller the Inspecting officer (Field officer) should identify himself with the authority card and announce his intention to take samples of the identified products. iii) A survey of the stocks available at the sellers premises should be undertaken to identify the BSTI certified products that are available at the premises.
Inspecting officer
iv) Prior to sampling it should be ascertained whether sufficient stocks are available to sample in accordance with the sampling plan given in the STI applicable to the product. If sufficient stocks are not available another sales premises within the same area, where the required number of specimens can be taken should be selected (or take a reduced sample).
Inspecting officer
v) The number of specimens as required by the STI should be taken from the stocks at random and secured within a suitable container. The container should be marked with details of sampling. i. e. date of sampling, name and address of the seller, number of specimens, name and designation of the Inspecting officer (Field officer) and any other relevant details. The container should be sealed in the presence of the seller and the inspector.
Inspecting officer
vi) The cost of the items in the sample should be reimbursed to the seller and a receipt for the sale obtained. The receipt should be counter signed by the inspector and attached to the surveillance inspection report.(P-SU-02-F03) vii) The cost of the items in the sample shall be recovered from the respective license holder in accordance with the Terms and conditions of license and article 4 of the licensing agreement. viii) The Deputy Director shall make surprise factory surveillance by a senior inspecting officer or by a technical evaluator when no products found in the market of a licensee and it will be consider against scheduled market surveillance.
Inspecting officer
Deputy Director
4.4 Follow –up on Surveillance
C. The Deputy Director shall review the surveillance report. The recommendations made with regard to renewal, suspension and withdrawal shall be acted upon as per Procedure for Renewal, suspension, Cancelation or withdrawal P-RSC-02, Renewal, suspension.
D. If certain changes or revision in the BDS standard, then changes the surveillance schedule and anticipated the follow up surveillance shall conduct to verification of changes and modifying.
Deputy Director
5 Related documents and records List of the Certified Client: Q/F09/LC Directory of License, P-SU-02-F01 Surveillance Schedule, P-SU-02-F02 Surveillance report, P-SU-02-F03
FIGURE1- FLOW CHART FOR FACTORY SURVEILLANCE
Establish Schedule for Surveillance
Inspect plant*, Select samples Witness tests
Inspecting officer (Field Officer) reviews corrective action and submits recommendation
Licensee reviews report for action as required
Issue surveillance
report
Evaluation of surveillance and test reports
Review & Decision by Certification Committee
Continue License
Laboratory test selected samples
Lab issues test report
Samples
Pre-review & Recommendation
by Deputy Director
Not Ok
Ok
FIGURE 2-FLOW CHART FOR MARKET SURVEILLANCE
Visit markets and take samples
Inspecting Officer (Field Officer) reviews corrective action and submits recommendation
Licensee reviews report for action as required
Issue surveillance report including lab test results
Evaluation of surveillance and test reports
Final review & Decision by Certification Committee
Continue License
Test the samples at approved laboratory
Lab issues test report
Pre-review & recommendation
by Deputy Director
Establish Schedule for Surveillance
Not Ok
Ok
PROCEDURE FOR RENEWAL, SUSPENSION, CANCELLATION, REDUCTION IN SCOPE AND WITHDRAWAL OF THE LICENSE 6 Purpose The purpose of this procedure is to define the criteria for renewal, suspension, cancellation, reduction in scope and withdrawal of the licenses under the product certification scheme. 7 Scope
This procedure applies to all licenses granted under the product certification scheme. 8 Definitions 8.1 Register of Inspecting officers A list of names of persons qualified to perform factory inspections indicating the fields of expertise according to the industry sector. 8.2 Certification Report A evaluation report is prepared and presented for approval of certification containing the product description, inspection report, test result and recommendation is reviewed for approval by the certification committee 9 Conditions for Renewal, Suspension, Cancellation, reduction in scope, withdrawal of the
license 9.1 Granting of renewal and scope extension of license 9.1.3 Validity of a license: The initial validity of the license is for a period of three years from the date of
certification decision and a license will be issued with mentioning issue date after payment against bill/invoice issued by BSTI.
9.1.4 Renewal license: It can be renewed by extended on application for further periods of three years at a
time depending on last surveillance inspection and sample’s test results. 9.1.5 An application for renewal of the license should be made before three months of its expiry. BSTI shall
notify the client or show cause one month prior to the expiry date of license. After expiry it to be treated as cancelled.
9.1.6 (a) An expired license or /and a license has expired before certification decision shall not be renewed.
The license shall be deemed to have been cancelled after its expiry date if the application is not made for renewal before the expiry.
(b) If the application is made for renewal before the expiry and BSTI has not found satisfactory evaluation results of last surveillance or not meet the requirements of last findings/NCs or application is made few days prior to the expiry & no sufficient time for completion the sample test or inspection evaluation then license will not be continued and treated as cancelled and application may be consider as a new. An additional application fee will be charged in this case.
9.1.7 If all the conditions as given in the general conditions, the agreement are satisfied and the assessment and last surveillance inspection reports including the test results are satisfactory the license shall be renewed for a period of three years and for scope extension certification shall be granted for the period of existing period/ rest period of the license issued earlier against that product by certification committee.
9.1.8 If the validity of a license be expired before the meeting of certification committee and client has applied for renewal and last surveillance inspection reports including the test results are satisfactory in this case license shall be renewed from the expiry date for next three years by Director General of BSTI and it will be reviewed in the next certification meeting.
9.2 Suspension of license 9.2.3 A license may be suspended if it has been established that
a) If the company’s facilities and/or surveillance results are found to be unsatisfactory and/or the test results indicate that the licensed product does not conform to the requirements of the Bangladesh Standard specified in the license;
b) the licensee has failed to conduct regular inspection or testing of the licensed product;
c) the licensee has failed to follow the requirements of the Scheme of Testing & Inspection applicable to the licensed product;
d) the licensee has used the mark in respect of a commodity or process which does not comply with the specified standard relating thereto;
e) the licensee has failed to provide reasonable facilities for inspection or testing;
f) the licensee has failed to comply with any terms and conditions of the license;
g) The licensee has failed to take suitable improvement actions within 30 days, after BSTI has served show cause notice following failure of product is observed during surveillance operations
h) The licensee has failed to take suitable improvement actions within 30 days, after BSTI has served
show cause notice following failure in respect of deficiencies observed in licensee’s quality control system, or non-adherence to the provisions of STI, during factory surveillance operations
i) In case, a repeat failure is observed in respect of a requirement for which the licensee has already
taken corrective action, BSTI shall suspend the license without any show cause notice.
j) The licensee has used the BSTI certification mark in contravention of the rules for use of the logo in respect of a type or grade, or brand which is not covered in the license, as observed during factory or market surveillance operations. BSTI reserves the right to issue suspension directly or issue a show cause notice depending on the facts of the case.
k) The licensee has failed to submit proper justification within 7 days, after BSTI has served show
cause notice following a factory surveillance inspection where the licensee has failed to provide reasonable facilities for completing the factory surveillance.
l) The licensee has failed to comply with any other conditions of the license, or provisions of the prevailing BSTI Ordinance/Act/Regulations, within 30 days of show cause notice period;
9.2.4 A license shall be suspended also if :
a) the licensee has contravened any provision of either the BSTI Ordinance or the Regulations.
b) the manufacture of the licensed product has ceased continuously for a period of six months. 9.3 Removal of Suspension 1. In cases of product non-conformance, suspension shall be removed after BSTI has agreed to the
proposed corrective actions, verified the same during factory surveillance, and the product sample is found conforming to BDS during repeat testing in BSTI laboratory.
2. In cases of other deficiencies observed during factory surveillance, suspension shall be removed after BSTI has agreed to the proposed corrective actions, and verified the same during factory surveillance..
3. In cases involving marking of variety which is not covered in the license, decision for revocation will be taken after BSTI is satisfied that the violation was due to bonafide reasons or genuine error, based on the submission of details by the licensee. Where the violation is determined to be willful, the procedure for cancellation of license, prosecution shall be initiated.
4. In cases involving not providing facilities for inspection, or failed to comply with any other conditions of the license, decision for revocation will be taken after BSTI is satisfied that it was due to bonafide reasons based on the submission of details by the licensee. Where the reasons are determined to be willful, the procedure for cancellation of license shall be initiated.
9.4 Cancellation of license
9.4.3 A license shall be cancelled for the following reasons:
a) After a suspension, if the licensee has not rectified the problems indentified in the letter of suspension within six months of the date of suspension of the license.
b) If more than two suspensions for the same or similar deficiencies occur within a period of two years,
c) If the payments due to BSTI have not been satisfactorily completed within the time period allowed (defined in the licensing agreement).
d) In cases involving product non-conformance or deficiencies observed during surveillance, if the licensee does not take action to rectify the deficiencies that led to the suspension, the license shall be cancelled after a period of six months from the date of suspension. A show cause notice for a period of 30 days shall be issued to the licensee before deciding on the cancellation of license.
e) In cases involving marking of variety which is not covered in the license, which is determined to be willful, the license shall be cancelled without any further notice to the licensee, in case the notice for suspension was given earlier. In case notice was not served before suspension, a show cause notice for a period of 15 days shall be issued to the licensee before deciding on the cancellation of license.
f) In cases involving not providing facilities for inspection, or failed to comply with any other conditions of the license, if the licensee does not take action to rectify the deficiencies that led to the suspension, the license shall be cancelled after a period of 3 month from the date of suspension.
g) BSTI reserves the right to cancel a license in case a certified product is found to be failing in a critical requirement affecting public health and safety without invoking the show cause/suspension process.
9.5 Informing the licensee 9.5.3 Prior to cancellation/ suspension of license ‘show cause’ notices would be issued to the licensee.
9.5.4 When a license would be suspended or withdrawn/ cancelled, the BSTI shall forthwith inform the licensee in writing.
9.5.5 The cancellation matter to be inform the regulatory section of BSTI to take legal action actions if using logo without valid license or misuse the mark or unsafe product marketed that has notified earlier.
9.5.6 An inspection would be carried out to verify whether the product is available in the market/factory or not before recommendation of cancellation the license.
9.6 Reduction in Scope of license
9.6.3 BSTI reserves the right to reduce the scope of the license, in case it is found that specific varieties of the product covered under the license are not conforming to the BDS and the reasons for the non-conformance do not affect the conformance of the other varieties.
9.6.4 On request by the licensee. 9.6.5 When certain varieties are removed from the scope of the BDS following revisions or amendments. 9.7 Withdrawal of License 9.7.3 On request by the licensee.
9.7.4 When a requirements standard such as BDS, is withdrawn by the Standards body, or reduced in scope, or merged with other standards and BSTI CM (Wing) takes a policy decision to withdraw licenses having such varieties in the scope.
9.8 Procedure for Suspension, Cancellation, Reduction and Withdrawal 9.8.3 Suspension:
1. BSTI shall send the show cause notice prior to the suspension in the certification committee after reviewing the non fulfillments any requirements of the PCS to the licensee by email, followed by hard copy by post. The licensee shall be required to confirm acknowledgement as well as compliance by email to BSTI immediately on receipt. In the critical issues DG, BSTI could be suspended license and it will be reviewed in the committee.
2. The licensee shall immediately discontinue the use of the certification mark and shall retain all the marked material in the stock. The status of the stock shall be informed to BSTI.
3. The licensee shall propose the corrective actions he proposes to take. BSTI shall evaluate the proposed corrective actions and either conveys its agreement or observations in case further or revised corrective actions are expected.
4. The licensee shall inform BSTI once the corrective action has been taken and where required the improved material is ready for inspection within the suspension period.
5. BSTI shall arrange a surveillance visit at the licensees factory for the verification of corrective actions and taking samples of products where required.
6. The decision for removal of suspension will be taken by the certification committee after the corrective action report is found to be satisfactory and the sample report from the BSTI lab is found to be conforming.
7. In case the corrective action is deemed to be not satisfactory or the product sample is found to be not conforming, the licensee shall be given one more opportunity for improvement and resubmission of sample within the specified time frame of six months.
8. In case the actions are completed within six months, the procedure for cancellation shall be invoked. 9.8.4 Cancellation: A license shall be cancelled by the Director General of BSTI in critical issues and reviewed it in the next certification committee for the following reasons:
1. In situations that require serving a notice before cancellation, BSTI send the show cause notice to the licensee by email, followed by hard copy by post. The licensee shall be required to confirm acknowledgement by email to BSTI immediately on receipt.
2. BSTI shall provide an opportunity to the licensee an opportunity to present his case in writing or in
person. In case of personal submission, the record note of discussions will be prepared and signed by licensee and BSTI official.
3. Before proposing for cancellation, the case shall be reviewed by authorized official and submitted to the
Certification Committee with his recommendations and reasons for proposing cancellation
4. The decision to cancel the license or provide further opportunity to the licensee shall be the sole discretion of the Certification committee. However the reasons for disagreeing with the recommendations shall be recorded, when applicable.
5. The decision of the Certification committee shall be communicated to the licensee by email followed by
hard copy by post. The licensee shall be required to confirm acknowledgement by email to BSTI immediately on receipt.
6. The cancellation letter shall specifically advise the licensee to:
(a) take immediate steps to have the mark removed or erased from all stocks of marked production lying in his premises or warehouses (b) take action to discontinue all advertising relating to the certification, (c) return the original license to the BSTI.
7. The cancellation letter shall inform the licensee the right to appeal against the decision of BSTI to cancel the license.
8. BSTI reserves the right to organize a visit to the erstwhile licensee’s premises and / or warehouses to confirm the actions taken in accordance with 4.8.2 item 7 above.
9.8.5 Withdrawal:
1. Whenever a decision is taken to withdraw certification licenses due to withdrawal or revision of standards, BSTI shall decide a common date from which the licenses shall stand withdrawn, which will take into account, the commercial interests of the license holders in consuming the existing stocks. Wherever necessary, the reasons for withdrawal will be widely publicized to the public.
2. When the withdrawal is sought by the licensee, if the request is made at the time of end of validity, the license will be allowed to expire in the normal way. If the request is received within the validity period, the case shall be put up the Certification Committee together with the request letter. The decision of the Committee shall be communicated to the licensee by email followed by hard copy by post. The licensee shall be required to confirm acknowledgement by email to BSTI immediately on receipt.
3. After withdrawal, the licensee shall be required to take action as per 4.8.2 item 7 above.
10 Related documents
a) Records of Suspend License, P-RSC-02-F01 b) Records of Cancel License, P-RSC-02-F02
PROCEDURE FOR COMPLAINTS, APPEAL AND DISPUTES
1. Purpose The purpose of this procedure is to provide a framework for identifying the status of complaints, appeals and
disputes received from clients and how to deal with them.
2. Scope This procedure is applicable for dealing with complaints, appeals and disputes related to Product Certification
Activities carried out by BSTI.
3. Definitions
Concerned Party: A complainant, appellant or a person reporting a dispute.
Complaint: A written expression of dissatisfaction against BSTI or a product certification licensee
Appeal: A further course of action available in respect of a complain.
Dispute: A disagreement between: a) BSTI and licensee b) BSTI and product user
4. Responsibility a) Director (CM) b) Deputy Director c) Quality Manager
5. Procedure
5.1 General i) Complaints, disputes and appeals on licensed products, licensees, BSTI’s subcontractors and other
activities under product certification scheme shall be entertained by BSTI.
ii) A complaint, dispute or appeal is received by the Director General or Director (CM).
iii) An appeal on a decision made by the BSTI shall be submitted to the BSTI within six months of the date of the decision.
iv) An acknowledgement of the receipt of the complaint. dispute or appeal shall be sent by the Director
(CM) within seven days of receipt of the complaint , dispute or appeal to the party concerned.
v) Complaints, disputes or appeals should be made in writing or using the complaint, disputes or appeals record form (P-CAD-02-F01) available from BSTI.
vi) The complaint, dispute or appeal is sent to the Quality Manager for recording and further action.
vii) In the event that the complaints ,disputes and appeals form has not been filled by the relevant party, the Quality Manager shall fill all relevant details pertaining to the complaint, dispute or appeal in the record form (PM-CAD-02-F01).
viii) The Quality Manager shall investigate the complaint, dispute or appeal with the assistance of the relevant BSTI officers and other staff.
ix) Personnel of BSTI including those acting in a managerial capacity shall not be employed to investigate
a complaint, dispute or appeal if they have or had within the last two years (from the date of the complaint, dispute or appeal) any relationships that may compromise the impartiality of the investigation.
10.2 Complaints and disputes i) Upon receipt of a complaint and/or dispute the BSTI shall at a minimum:
ii) Initiate its complaints and/or disputes procedure.
iii) Determine the acceptability of the complaint and/or dispute based on evidence received.
iv) If the complaint or dispute is accepted by BSTI, it shall conduct an investigation as detailed in 6.2.2
through 6.2.4 below.
v) If the complaint or dispute is not accepted, BSTI shall notify the complainant of the reasons for not
accepting the complaint or dispute and provide instructions on BSTI appeals process. The complainant
shall also be given the opportunity to provide additional evidence to support the complaint or dispute.
vi) Complaints or disputes shall be reviewed by designated BSTI staff for relevance to provisions of BSTI procedures and for inclusion of documented evidence of non-compliance.
vii) An investigation shall be undertaken and may be aided through the undertaking of an unannounced audit and interviews with outside stakeholders, such as producers, consumers, and the complainant, at a minimum. The investigation shall cover all elements identified in the complaint or dispute.
viii) The BSTI shall submit a report to the complainant or the party reporting a dispute on the conclusion of its investigation. The report shall present the conclusions of the BSTI investigation and the reasons for that conclusion, summarizing the documented evidence submitted unless the concerned party has requested that they be held confidential in whole or in part.
ix) If BSTI management has agreed for corrective action, that commitment shall be included in the report. When BSTI's implementation of the corrective action has been confirmed, that too shall be reported.
x) After investigation the Quality Manager shall report to the relevant Deputy Director on the validity of the complaint and/or dispute and any corrective action required.
xi) If no corrective action is required the Quality Manager shall complete the Complaint, Disputes and Appeal record form (P-CAD-02-F01) and forward it to the relevant Deputy Director, who shall communicate with the concerned party.
xii) If corrective action is required the Quality Manager shall communicate the same to the relevant Deputy Director who shall request the related persons to proceed with the corrective action. Outcome of the corrective action is recorded on P-CAD-02-F01 form and submitted to the relevant Deputy Director and Director(CM).
xiii) The Deputy Director shall communicate with the concerned party outlining the decision of the BSTI
and the corrective action taken, if applicable. xiv) If the concerned party is not satisfied with the actions / decisions taken by the BSTI, and on a written
communication received from the concerned party, the complaint and/or the dispute and the report of the investigation shall be submitted to the Certification Advisory Panel.
5.3Appeals
i. The Certification Advisory Panel shall appoint an Appeals Panel for consideration of the Appeal.
ii. The Appeals Panel shall hold an enquiry where relevant BSTI officials and the Appellant are present.
iii. The decision of the Appeals Panel shall be final and shall be communicated to the Appellant by the Director (CM)
5.3.4 The records of Complaints, Appeals and Dispute shall be maintained by the quality manager. 6. Related Documents
Records of Complaints, Appeals and Dispute: P-CAD-02-F01
Records of Cencel License (Doc No. P-RSC-02-F02)
SI. No.
Name of the License Contact address Certified Product Name & Brand
License number
Standard/ Technical
Area
Status / expiry date
Date of Cencellation
1 A. S.S. Corporation Shagor Bhaban, Hamja Digir Par, Ishan Mistrir Hat, Maddam Halishahor, bandaor, Chittagong
Soyabean Oil, Ramani 18709 BDS 909 Apr-18 Mar-16
2 A. S.S. Corporation Shagor Bhaban, Hamja Digir Par, Ishan Mistrir Hat, Maddam Halishahor, bandaor, Chittagong