At Cybenetics, we are committed to impartiality, transparency, and continuous improvement. In accordance with ISO/IEC 17065, we have implemented structured procedures for handling client feedback, complaints, appeals, and improvement suggestions.
We define incidents as:
Incidents may be submitted verbally or in writing. All reports are documented internally and reviewed by our Quality Manager. Acknowledgment of receipt is provided within five business days.
Complaints are investigated to determine root causes—whether procedural or human error. Common issues include:
Corrective actions may include staff training, procedural updates, or client communication. Complaints are reviewed during our Management Review and resolved within seven business days.
Clients may appeal certification decisions. Appeals are reviewed by an independent committee appointed by our General Manager. To ensure impartiality:
Unresolved appeals may be escalated to our accreditation body.
Suggestions for improvement are welcome from clients and staff. Each proposal is reviewed for compatibility with ISO 17065 and, if approved, implemented through our Document Control Procedure.
We actively seek feedback to improve our services. Feedback is reviewed annually during our Management Review.
Clients may submit feedback using our online form:
Client Feedback Form
We also send feedback requests to randomly selected clients once per year.
Incident Report Form – P12-F01
Client Feedback Form – P12-F02
For further information, don't hesitate to get in touch with our Quality Manager at info@cybenetics.com