About RAQABAH
RAQABAH is an independent Conformity Assessment Body (CAB) specializing in product certification services, in accordance with ISO/IEC 17065:2012 requirements and international technical regulations and standards.
We operate with complete objectivity, transparency, and confidentiality to ensure our clients receive reliable certification services that add real value to their businesses.
Quality Policy
At RAQABAH, we are committed to continuous improvement in our certification processes.
Our quality system is based on expertise and resources, along with a commitment to clear professional and ethical standards, ensuring the delivery of high-quality services that add real value to our clients.
Our Quality Commitments
- To provide accurate, impartial, and timely accreditation decisions.
- To consistently meet and exceed customer needs and expectations.
- To efficiently address and resolve any issues that may arise during the accreditation process.
- To ensure compliance with applicable standards and certification regulations.
Quality Objectives
- Meeting customer requirements accurately and professionally.
- Ensuring impartiality in all accreditation activities.
- Protecting the confidentiality of customer information.
- Enhancing employee efficiency through ongoing training programs.
- Expanding the scope of certification services.
Non-Discrimination Commitment
RAQABAH provides certification services fairly and equitably, without discrimination based on:
- The size or type of organization.
- Geographic location.
- Political or religious affiliation.
- Gender, race, or personal characteristics.
- The number of certifications required.
- Financial or business considerations (unless they affect compliance).
All certification decisions are based on objective evidence demonstrating compliance with the relevant standards and certification system requirements.
Our Core Principles
We operate according to the following principles:
- Compliance with international standards.
- Customer focus and satisfaction.
- Neutrality and transparency.
- Complete confidentiality.
- Non-discrimination.
- Continuous training and development of employee skills.
- Enhancing efficiency through individual commitment.
- Collaboration and continuous improvement.
Neutrality Policy
RAQABAH fully recognizes the critical importance of neutrality in all conformity assessment activities. To ensure neutrality is maintained, we adhere to the following:
- RAQABAH operates as an independent and impartial entity, completely free from any commercial or financial pressures.
- The Neutrality Committee conducts periodic assessments of risks to neutrality.
- Consulting, product design, manufacturing, distribution, and internal audit services are not provided to clients.
- Audits are not outsourced to consulting firms.
- All relationships with employees, contractors, and external parties are assessed for potential conflicts of interest.
- Employees and contractors are required to disclose any current or past relationships that could compromise neutrality.
- Individuals with conflicts of interest are excluded from accreditation-related activities.
- All employees and contractors undergo an annual review to ensure their continued commitment to neutrality.
- Senior management is responsible for enforcing neutrality and addressing any threats to it immediately.
Our Commitment to Excellence
Under the leadership of senior management, and with the support of the Quality Supervisor and all staff, RAQABAH is committed to:
- Continuous auditing and improvement of certification processes.
- Enhancing resources and capabilities through training and supervision.
- Ensuring progress through internal and external audits.
- Leveraging technology and innovation to enhance efficiency and service quality.
- Building trust through full compliance with ISO/IEC 17065 and accreditation body requirements.
Complaints Handling Procedures:
At RAQABAH, we value customer feedback and take all complaints seriously.
Our complaints management mechanism ensures that every issue is handled objectively, impartially, and promptly.
What is a complaint?
- A complaint is any objection or concern raised by a customer regarding RAQABAH’s certification services, decisions, or procedures.
- Complaints submitted by employees or volunteers concerning their employment or contractual relationship are not considered customer complaints.
Complaints Management Principles
Our complaints handling process is guided by the following principles:
- Objectivity and Impartiality: Every complaint is investigated fairly and without bias.
- Swiftness: Complaints are processed promptly and without undue delay.
- Verification: All actions taken are verified to ensure their effectiveness.
Submitting a Complaint
To ensure proper handling, customers are required to provide us with the following:
- Customer details.
- Order reference number (if applicable).
- Nature of the complaint.
Complaints can be submitted via email, formal letter, or through the online contact form on our website.
Complaints Handling Process
1. Receiving Complaints
- Any employee who receives a complaint registers it using the Complaints and Appeals Form.
2. Processing Complaints
- If the employee can identify the cause and the appropriate corrective action, they take the necessary steps, complete the form, and submit it to the Quality Manager.
- If they cannot, the complaint is forwarded directly to the Quality Manager.
- Unresolved complaints are referred to the Managing Director.
- A Corrective Action Report is issued to initiate the investigation and resolution process.
3. Investigation and Evaluation
- The Quality Manager evaluates the complaint (ensuring they are neither the complainant nor directly involved in the activity that is the subject of the complaint).
- All necessary information is gathered to verify the complaint and determine the appropriate corrective actions.
4. Closure and Follow-up
- Once the corrective action is implemented, the complaint is officially closed.
- The forms are reviewed by the Quality Manager and the Managing Director, then recorded in the Complaints and Appeals Log.
- Complaints are reviewed during internal audits and management reviews to ensure the effectiveness of corrective actions and the sustainability of improvements.
- The customer is informed of the complaint’s outcome and progress via their preferred communication method (email or official letter).
- The response includes a detailed explanation of the handling process and the corrective actions taken.
Our Commitment to Clients
We are committed to ensuring the following:
- All complaints are handled fairly, transparently, and without discrimination.
- Cleansing clients are fully informed throughout the processing stage.
- Every complaint contributes to the continuous improvement of our certification services.
Our mission
At RAQABAH, we strive to provide accurate, impartial, and reliable services that contribute to achieving excellence and ensuring full compliance with local and international regulations and standards.
Our Vision
To be the trusted global partner in the fields of inspection, testing and certification, committed to protecting quality and safety and enhancing customer confidence.