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3.3.3 QMS Non-conformities
QMS non-conformities are defined as non-compliances against ISO Guide 65 and FLO-CERT implemented rules and procedures
detected in our Internal Audits (Section 3.3.4), External Audits (Section 3.4), during Quality Checks (Section 3.3.5), as well as
identified during handling of Appeals, Reviews, Complaints and Allegations (Section 3.3.6). The QMR is responsible to follow up on
the implementation of the necessary corrective measures as defined in the respective procedures. She is also in charge to check
the effectiveness of their implementation during internal audits. Further the Quality Improvement System (QIS) as implemented at
FLO-CERT provides a useful and proven tool to monitor effectiveness of implemented rules and procedures taking advantage of the
contribution of all staff members (see description in QM IntroManual ED - Section 2).
3.3.4 Internal Audits
Internal Audits are performed systematically on all areas of FLO-CERT operation at least once per year including the external
offices in Costa Rica/San José, South Africa/Cape Town and India/Bangalore. The aim of the internal audits is to determine
whether the Quality Management System conforms to the planned arrangements, to the requirement of ISO 65 and to the Quality
Management System requirements established by FLO-CERT and whether the system is effectively implemented and maintained.
This is a very constructive process and always leads to a development of our processes. If deviations from procedures are detected,
they are addressed and actions that need to be taken are followed up, leading to improvements. The results of Internal Audits are
communicated to the senior management team.
For more information please see the QM InternalAudit SOP which is based on the provisions of ISO 19011:2002.
3.3.5 Quality Checks
Furthermore, quality checks on the correct following of the certification process are performed by the QMR at least twice per year.
The quality control checks performed at FLO-CERT are described in QM QualityChecks WI.
3.3.6 Appeals, Reviews, Complaints and Allegations
FLO-CERT welcomes feedback about operators’ experiences with Fairtrade Certification or the opinions of other parties about the
handling of certification or any other related matters. All appeals, review requests allegations and complaints submitted to FLO-
CERT are investigated by the Quality Management Team
• A complaint describes the situation of an operator expressing its dissatisfaction with the services of FLO-CERT.
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