PT SCS Corporate Policies
Services
Delivery of our third-party assessment services may involve one or more of the following activities:
- initial conformity assessment and/or testing to ensure that representative procedures and samples meet the requirements of relevant program protocols, guidelines or standards;
- surveillance auditing and/or testing to ensure continued compliance with the requirements of the relevant program protocols, guidelines or standards; and
- issuance of certificates of compliance and/or reports of verification/validation.
For these services, PT SCS will inform the client in writing of the expected date of commencement of assessment visits, unless the client has agreed in advance to waive such notice as a requisite of the specific program (e.g., when unannounced audits may be deemed necessary to assess compliance). PT SCS will also provide, in advance, a provisional timetable for completion of the assessment services. PT SCS will make every effort to keep the client informed of progress in accordance with the timetable provided. However, all timetables are contingent upon the client providing requisite and relevant information on a timely basis. Upon completion of the assessment service(s), PT SCS will prepare and submit to the client a report of the assessment, indicating whether or not a recommendation to issue a certificate, opinion, or statement (as applicable) is to be made. This report will be made available to the client for review in draft form. The decision to issue a certificate (or verification/validation opinion/statement) is at the sole discretion of PT SCS. Any additional program-specific assessment requisites and processes will be outlined in the PT SCS Assessment Services Agreement and the Certification, Validation and Verification Labeling and Language Guidelines entered into with all clients.
Fees and Payment
Fees are quoted to the client in the form of a Work Order and normally consist of lump-sum amounts which cover all stages leading to completion of the assessment service, submission of the report and, if warranted, issuance of a certificate. PT SCS provides assessment services and does not guarantee certification as part of this service. Depending on the service, clients may be billed in full or in increments as work is completed. Fees are based on the rates applicable at the time of providing a Work Order. The service delivery method is specified in the Work Order. Estimated timelines for service delivery is, in large part but not exclusively, client-driven and will be provided when relevant information necessary for planning and executing the assessment is made available by the client. PT SCS may increase its charges if the client’s instructions and/or information are found to be incongruent with the initial details supplied for the purpose of obtaining a fee quotation. Applicants and certificate holders will be notified of any increase in fees.
Additional fees shall be charged for services that are not included in the agreed upon proposal and/or Work Order and for special surveillance visits required due to non-conformances being alleged or identified. Such additional fees may be associated with costs resulting from, for example:
Invoices for additional work will be issued upon completion of the relevant task. All invoices are payable within 30 days of the date of each invoice. PT SCS reserves the right to cease or suspend all work and/or cause the withdrawal of any certificate or statement for a client who fails to duly pay an invoice.
Refund Policy
Refunds are provided in the case of cancellation by either party for assessment services that have been paid for but not completed. Refunds will not be given for completed assessments that do not result in certification.
Rights & Responsibilities
The rights and responsibilities of PT SCS and its assessment services clients are delineated in the PT SCS Assessment Services Agreement. Information about the authorized use of PT SCS and PT SCS-related certification marks, logos and trademarks are described in the Certification, Validation and Verification Labeling and Language Guidelines.
Complaints, Appeals and Disputes
We process all complaints, appeals and disputes that we receive from clients and stakeholders in accordance with our Corporate Complaint, Appeal and Dispute Investigation Procedure. A Feedback, Comments and Complaints Form resides on the SCS website as well.