Quality will pervade Prime Certification & Inspection’s technical, operational and client service delivery process. Our quality service culture is characterized by client focus and continuous improvement in all we do:

The delivery of quality service shall be the focus of everyone at Prime Certification & Inspection as we achieve success in the long-term pursuit of quality, our people will strive to:

• Meet client needs and exceed client expectations
• 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, our leadership will:
  • Maintain an absolute, proactive and long-term commitment to client focused, continuous service improvement.
  • Understand the concepts, be familiar with the tools and encourage techniques that enable us to fully integrate client focused continuous improvement in everything we do.
  • Act as role models for the quality values of Prime Certification & Inspection
  • Prime Certification & Inspection has formulated an Impartiality committee for ensuring strict adherence to laid down impartiality norms and for reviewing of the norms on a timely basis. The Directors, Management, Staff and Sub-Contractors of Prime Certification & Inspection are fully committed to providing all our clients and potential clients with a service that fully meets their requirements. The certification process will ensure that all audits and certification decisions are conducted in accordance with the requirements of the relevant standard. In addition, Prime Certification & Inspection is fully committed to ensuring that it fully complies with relevant regulations, standards and all requirements of any regulatory bodies. Prime Certification & Inspection will ensure that a professional auditing service will be offered to clients through the use of trained, experienced, and competent staff. Prime Certification & Inspection will continually seek to improve the services it offers and will do so through acting upon client’s feedback, regular internal and external audits, and 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 Prime Certification & Inspection is encouraged to put their complaint in writing which will be responded to promptly and be thoroughly investigated. Any client who disagrees with a Certification Decision has the right of appeal which will be put before an independent Appeals Panel, comprising individuals who are not employees of Prime Certification & Inspection. In conducting certification activities Prime Certification & Inspection 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 Prime Certification & Inspection and in particular the certification process.

Prime Certification & Inspection is the legal entity responsible for certification activities; reference to Prime Certification & Inspection in this Policy and Public Statement refers to these legal entities.

Prime Certification & Inspection its Directors, Staff and Sub-contractors fully understands the importance of impartiality in undertaking its Certification Activities. Prime Certification & Inspection will therefore ensure that in all its dealings with clients or potential clients all employees or other personnel are and will remain impartial. To ensure that impartiality is both maintained and can be demonstrated the following principals have been established.

• Prime Certification & Inspection Certificates are only issued following a review by an independent authorized and competent member of the management team (who has not been involved in the audit) to ensure that no interest shall predominate
• Prime Certification & Inspection does not offer (and has never offered) management system consultancy or any other form of consultancy to companies or individuals.
• Prime Certification & Inspection does not offer (and has never offered) an internal audit service to its certified clients.
• Prime Certification & Inspection does not own or have any interest (financial or otherwise) in any other company that offers certification or management system consultancy services.
• Prime Certification & Inspection does not have (and will not form) any relationships with companies who offer consultancy or other services that can be construed as having an impact on the certification services provided by Prime Certification & Inspection Any proposed relationship between Prime Certification & Inspection and any other company will undergo a risk assessment by the Committee for Impartiality prior to that relationship being formalized. Any current relationships with companies, organizations and individuals will be risk assessed on a regular basis to ensure that the relationship does not impact upon the impartiality of the certification process.
• Individuals employed by or otherwise contracted to Prime Certification & Inspection are required to document and record their current and past relationships with all companies. Any situation past or present which may present a potential conflict of interest is required by Prime Certification & Inspection to be declared. Prime Certification & Inspection will use the information to identify any threats to impartiality and will not use that individual in any capacity unless they can demonstrate that there is no conflict of interest.
• Prime Certification & Inspection will not allocate a member of staff or sub-contractor to a management system audit where any past relationship has existed. Exceptionally and at the discretion of the Technical Manager or Directors an individual or sub-contractor may be allocated to a management system audit where a past relationship has existed but there has been no relationship for a minimum of 2 years.
• Prime Certification & Inspection does not and will not offer any commission, (‘finders fees or other inducements) to any individual or company in respect of referrals of clients unless:

1. The terms and conditions of any such referral are clearly established and can be demonstrated and it can also be demonstrated that the fee is for a referral and the fact that a commission has been paid will in no way affect the outcome of an audit.

• 1. A risk assessment (to establish the potential for an unacceptable threat to impartiality) has been carried out on the process through which any such payment is made to an individual or organization (normally a consultant) requesting the commission for referrals.
  2. All such payments are documented, recorded, and traceable and accompanied by a purchase order and invoice.
  3. Prime Certification & Inspection does not offer specific training to any company in respect of implementing a particular standard for that company. Any training offered by Prime Certification & Inspection is general in nature and available to all companies or individuals who wish to attend.
  4. Prime Certification & Inspection will ensure that it is not linked or marketed in any way which links it with the activities of a management system consultancy and will take appropriate action should any such link be identified.
  5. Auditors and others involved in the certification process are not and will not be put under any pressure and will not be influenced in any way to come to a particular conclusion regarding the result of an audit. Prime Certification & Inspection Impartiality Norms:
     • No outsourcing of Audits to Consultancy Organization.
     • No Referral Fees to be paid to the Consultancy Organization.
     • Facts based communication to Clients/ Consultancy Organization.
     • Adherence to all Accreditation and other Prime Certification & Inspection Policies.
     • Prime Certification & Inspection shall not carry out any other conflicting services other than its core business of Certification.
     • Prime Certification & Inspection shall not employ any professional conflicting its ethical policies.
     • Prime Certification & Inspection shall not allow any of its auditors to market the services and conduct the audits for the same client.
     • Prime Certification & Inspection shall not allow any of its auditors to carry out financial transactions with clients/consultants.
     • Prime Certification & Inspection shall not carry out business with any consultant inducing pressures to compromise impartiality.
     • All employees of Prime Certification & Inspection shall disclose any situation impairing the business ethics.
     • Prime Certification & Inspection shall not allow any of the auditors to carry out audits for the client at least for 2 years from the date of relinquishment from their services for the client.
     • Prime Certification & Inspection shall not allow any auditor to compromise on the audit timing as required as per the accreditation/ Prime Certification & Inspection norms.
     • Prime Certification & Inspection shall not allow any auditor to conduct the audit for the client for which it has not been approved for.
     • Prime Certification & Inspection shall maintain transparency with regard to all information.

• 1. • No auditor shall divulge any confidential information of the client to any third party without written consent from the client and approval by Director’s.
     • No auditor shall carry any client information with them after the usage period. All client information shall be returned after usage.
     • Utmost care/ verification to be carried out for granting the right scope of certification.
     • Any unethical practice observed should be notified to the management at the earliest.
     • Prime Certification & Inspection shall not allow any of its auditors to accept any gifts from client / consultant of value greater than AED 100.
     • Prime Certification & Inspection shall not allow any auditor to conduct audit for the organization where any of its family members/ close relatives are involved at a decision-making position.
     • Disciplinary actions for non-adhering to impartiality policies shall be taken by the Management in consultation with Impartiality Committee. Public Statement (as it appears on Prime Certification & Inspection’s website) Prime Certification & Inspection, its Directors, Managers, Staff and others involved in the Certification of Organizations fully understand the importance of impartiality in undertaking its Certification Activities. Prime Certification & Inspection will therefore ensure that in its dealings with clients or potential clients, all employees or other personnel involved in Certification Activities are, and will remain, impartial. To ensure that impartiality is both maintained and can be demonstrated, Prime Certification & Inspection has identified, and risk assessed all relationships which may result in a conflict of interest or pose a threat to impartiality.

Staff and Sub contractor Requirements

All information received by or available to Prime Certification & Inspection staff, sub-contractors or committee members (in whatever format) received in conducting audit activities, or during other certification activities, or during any dealings with an organization for any other reason shall be regarded as strictly confidential and shall not be divulged to any 3rd party (unless specified in ISO 17021:2015) without the express permission of the organization or individual concerned. The requirement to keep confidential any information will also include any organization that has a legitimate right to audit or inspect Prime Certification & Inspection.

Where Prime Certification & Inspection is required by law to release confidential information to a third party the client or individual concerned shall, unless regulated by law, be notified in advance of the information provided

However, where the organization is seen to be operating contrary to legal requirements or has operating practices which pose a danger to staff, customers or the environment Prime Certification & Inspection reserves the right to immediately report any such incident to the relevant authority. Any such reporting will only be undertaken with the permission of Director’s.

Access to Records

All records will be retained in a secure manner, only accessible to authorized staff via either paper records or password controlled electronic records. Sub-contractors will be limited to accessing information produced by them in conducting an audit. Records will only be made available to organizations who can demonstrate a legitimate (and legal) right to view those records and specifically to Accreditation Bodies.

Confidentiality Declarations

All staff, Sub Contractors, Directors, and Committee Members will be required to agree to Prime Certification & Inspection confidentiality policy and sign a confidentiality agreement. Sub-contractors will also sign an agreement which also contains the responsibility to maintain confidentiality.