Parsippany NJ 07054

International Society of Forensic Computer Examiners

Global Leaders in Digital Forensics Certification

Complaints Handling Procedure for ISFCE Proficiency Testing Scheme

1. Purpose

This procedure outlines the process for receiving, substantiating, investigating, and resolving complaints related to the ISFCE Proficiency Testing (PT) Scheme for Digital Evidence Handling. The aim is to handle all complaints impartially, efficiently, and fairly, while ensuring that appropriate actions are taken and documented.

2. Scope

This procedure applies to all complaints related to PT activities, including assessments, processes, and administration. It covers how complaints are received, investigated, tracked, and resolved, and ensures that all decisions are made without discrimination or conflict of interest.

3. Responsibilities

  • Complaints Oicer: Manages all complaints and ensures impartial handling.
  • CEO and PT Program Coordinator: Responsible for reviewing and approving all decisions regarding complaint resolutions.
  • Impartial Reviewer: Assigned when necessary to ensure impartiality if the complaint involves any personnel involved in the subject of the complaint.

4. Process for Receiving Complaints
4.1 ubmitting a Complaints

  • Complaints must be submitted in writing (email, letter, or web form), providing:
    • A detailed description of the complaint.
    • Relevant documentation or evidence.
    • Contact details for follow-up.
  • ISFCE ensures that a Publicly available description of the complaints handling process is provided on the ISFCE website or included in communications with participants and customers.
4.2 Acknowledgment
  • Upon receipt of the complaint, ISFCE acknowledges the complaint in writing within 5 business days, confirming whether the complaint relates to PT activities. The acknowledgment includes:
    • Confirmation that the complaint is being reviewed.
    • A reference number for tracking the complaint.
    • Initial confirmation of whether the complaint relates to PT activities.

5. Investigating and ubstantiating Complaints

5.1 Inestigating te Complaint

  • ISFCE is responsible for gathering all necessary information to determine whether the complaint is substantiated. The Complaints Officer will:
    • Conduct a detailed review of the complaint and supporting documents.
    • Interview relevant personnel and review any related PT reports or data.
    • Involve an Imartial Reviewer if the complaint relates to someone directly involved in the subject of the complaint.
5.2 Tracking and Recording the Complaint
  • The complaint is tracked from the time of receipt to the resolution. A record is kept of:
    • The complaint details.
    • The actions taken to investigate.
    • Progress reports and updates given to the complainant.
    • The final resolution, including any corrective actions taken.

6. Actions Taken to Resolve Complaints

6.1 Decision and Actions

  • ISFCE will make a decision on the necessary actions to resolve the complaint. This includes:
    • An evaluation of te complaints significance and the actions required to resolve it.
    • A decision on corrective actions, if necessary, including adjustments to procedures or PT activities.
6.2 Non-Discriminatory Resolution
  • Impartiality: All investigations and resolutions will be carried out impartially, without any discrimination against the complainant.
    • The resolution is reviewed and approved by individuals not involved in the subject of the complaint to ensure impartiality.
6.3 Notification of Resolution
  • ISFCE will provide the complainant with:
    • Outcome of te inestigation.
    • Any actions taen to resole te comlaint.
    • If applicable, progress reports throughout the investigation.
  • Formal notice is given to the complainant once the handling of the complaint has been completed.
6.4 Formal Notice of Conclusion
  • Upon completion of the investigation and resolution, ISFCE issues a formal notice of te conclusion to the complainant, outlining:
    • The final decision.
    • Actions taken.
    • Steps for continuous improvement if necessary
7. Ensuring Impartiality
  • If the complaint involves personnel within ISFCE, an impartial third party or Impartial Reviewer will be assigned to manage the investigation and resolution.
  • In cases where T resources do not permit the assignment of an impartial third party, ISFCE will take steps to ensure that impartiality is maintained throughout the process.
8. Record Retention
  • ISFCE retains records of all complaints, investigations, actions taken, and resolutions for a minimum of 5 years. These records include:
    • Complaint submission details.
    • Progress reports.
    • Final decisions and resolutions.
9. Appeals process
  • If the complainant is dissatisfied with the resolution, they may file an appeal within 10 business days.
  • The appeal is reviewed by the Appeals Officer, who was not involved in the original complaint handling. The Appeals Officer will issue a decision within 15 business days.

10. Review and Approval

This procedure will be reviewed annually by the CEO and Complaints Officer to ensure its effectiveness and compliance with ISO/IEC 17103 standards.