The delivery of quality service shall be the focus of everyone at WQM. As WQM achieves success in the long term pursuit of quality, WQM people will strive to:

• Respond quickly and wisely to rapid changes in the business environment and changing client needs.
• Attract and retain clients by being best-in-class.

To ensure continuing success of the quality initiative, WQM leadership will:

• Maintain an absolute, proactive and long term commitment to client focused, continuous service
• Formulate an Impartiality committee for ensuring strict adherence to laid down impartiality norms and for reviewing of the norms on a time to time basis.

The certification Procedure will ensure that all audits and certification decisions are conducted in accordance with the requirements of the relevant standard. In addition WQM is fully committed to ensuring that it fully complies with all regulations, relevant Certification Standards and all requirements of any regulatory bodies.

WQM will ensure that a professional service will be offered to clients through the use of trained, experienced and competent auditors certification, and support staff.

WQM will continually seek to improve the services it offers and will do so through acting upon client’s feedback, regular internal and external audits, reviews of reports, reviews of staff, management review meetings and management meetings.

Any client, who feels dissatisfied with any aspect of the service provided by WQM, is encouraged to put in writing their complaint which will be responded to promptly and thoroughly investigate.
Any client who disagrees with a Certification Decision has the right of appeal which will be put before an independent Appeals Committee, comprising individuals who are not employees of WQM.

In conducting certification activities WQM, fully understands the importance of ensuring that the certification process and all audits are conducted in an impartial manner and no conflict of interest exists. To this end checks have been introduced throughout the certification process to identify any potential conflicts of interest and an independent Impartiality Committee has been established to oversee the operations of WQM, and in particular the certification Procedure.