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Complaints

ENAS commitment

ENAS is committed to promote quality and customer centricity through providing an added value services in accordance to international standards and maintaining a high standard of its services delivered to its customers and stakeholders.

ENAS recognizes the right of its customer and interested parties to raise a complaint, in which considered a benefit to improve the system and to sustain the trust and confident in ENAS.

ENAS is committed to investigate and resolve any complaint received fairly, impartially and in a timely manner in accordance with those requirements defined in the international standard ISO/IEC 17011 “conformity assessment- General requirements for accreditation bodies accrediting conformity assessment bodies” and ENAS procedure ACP 21. 

Management of Complaints process

ENAS categorized complaints under the applicable complaint type, which are as follows:

• Type A – Complaints about ENAS processes or actions or assessors.

• Type B – Complaints concerning the activities of ENAS accredited CAB.

• Type C – Misuse of Marks, Symbol, and misleading claims of accreditation.
   

Complaints can be also submitted through ENJAZ system or by filling the complaint form (ACF 21-01) and sending it to info@enas.gov.ae which will be taken by us to initiate the process.

Furthermore, complaint can be submitted via a variety of channels such as: formal letter, email, phone call, one-on-one conversations during external meetings, or within a CAB’s response to an assessment report.

Once ENAS receives the complaint, an acknowledge of the receipt of the complaint will be issued within (2) working days, then ENAS will start the Investigation for addressing the complaint and reviewing all the evidences provided. In this stage, additional information or further clarification may require.  

Actions related to a complaint shall be taken within (30) days of receipt of the complaint.

If the complainant prefers to talk to someone to seek further guidance before submitting the complaint, please contact ENAS via telephone on (600565554) or by email to ( info@enas.gov.ae).

Appeals

ENAS commitment

ENAS is committed to promote quality and customer centricity through providing an added value services in accordance to international standards and maintaining a high standard of its services delivered to its customers and stakeholders..

ENAS recognizes the right of its customer and interested parties to appeal to any adverse decision ENAS has made related to its desired accreditation status.

ENAS ensures that the appeal handling process and procedures are addressed fairly, impartially, in a timely manner and in accordance with those requirements defined in the international standard ISO/IEC 17011 “conformity assessment- General requirements for accreditation bodies accrediting conformity assessment bodies” and ENAS procedure ACP 22.

Management of Appeals process

Only applicant or accredited conformity assessment body can initiate an appeal, in additions ENAS only accepts appeals related to the followings:

• Refusal to accept an application;

• Refusal to proceed with an assessment;

• Corrective action requests;

• Changes to accredited scope;

• Decisions to deny, suspend or withdraw accreditation, and

• Any other action that hinders the completion of accreditation.

An applicant or accredited body may formally request ENAS to reconsider any adverse decision ENAS has made related to its desired accreditation status by filling the appeal form (ACF 22-01) and submitting it to ENAS at following email info@enas.gov.ae within (15) days of the date of official notification of the decision in question.

ENAS will acknowledge the receipt of the appeal within (2) working days, and the Decision on the appeal shall be achieved within (30) days from the receipt of it. 

If the Appellant prefers to talk to someone to seek further guidance before submitting the appeal, please contact ENAS via telephone on (600565554) or by email to ( info@enas.gov.ae ).

Notes:

• The decision rendered by the Appeals Committee is final and binding.

• The appellant may withdraw the appeal at any time during the process. If for any reason an appeal is withdrawn, ENAS will not accept a future appeal on the same grounds.

• International Laboratory Accreditation Cooperation (ILAC)
• International Accreditation Forum (IAF)
• International Halal Accreditation Forum (IHAF)
• Asia Pacific Laboratory Accreditation Cooperation (APLAC)
• Arab Accreditation Cooperation (ARAC)
• The Standards and Metrology Institute for Islamic Countries (SMIIC)
• Proficiency Testing (PT) Database