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QHSE

Quality Policy

We hold ourselves to the highest standards when it comes to quality. Our comprehensive policy is closely managed and monitored for the safety of our staff and clients. Our training and development means that our equipment, processes, expertise are excellent. We are your trusted partner for ensuring a safe and sustainable future.

Testing Quality Policy
Testing Quality Policy

At ESL, our mission is to keep safety, sustainability and diversity always at the heart of everything we do, whilst being the trusted partner to our customers by maintaining integrity, acting fairly (considerate) and being impartial as we help them through the provision of our services (approaching delivery of service with excellence, sustainability and innovation) to assist them in gaining successful market access of their fire & safety products and systems, which in return will result in improved fire safety for the future.
ESL will bring a reasonable assurance over the following:

The documents ESL issues are trusted in the market.

The documents ESL issues are trusted in the market.

Customers’ requirements are met in a professional and efficient manner.

High quality of services to be delivered objectively to customers.

Quality management system is implemented to constantly monitor and improve ESL services.

ESL processes are transparent.

All customers’ feedback on ESL services is analyzed carefully.

ESL control mechanism relies on the four eyes principle and mutual accountability at all stages of the testing process.

ESL quality management system and performance are overseen by a third-party organization, through an accreditation against the internationally recognized ISO/IEC 17025 standard for testing laboratories.

ESL process of addressing complaints is efficient.

ESL governs and supports activities undertaken by the ESL Testing department to ensure quality and availability of required resources to achieve the objectives of this policy.
Certification Quality Policy
Certification Quality Policy

ESL will bring a reasonable assurance over the following:

The certificates ESL issues are trusted in the market.

ESL process findings and certification decisions are made independently, based on rigorous evaluation.

Customers’ requirements are met in a professional and efficient manner.

High quality of services to be delivered objectively to customers.

Quality management system is implemented to constantly monitor and improve ESL services.

ESL processes are transparent.

All customers’ feedback on ESL services and decisions is analyzed carefully.

ESL control mechanism relies on the four eyes principle and mutual accountability at all stages of the certification process.

ESL quality management system and performance are overseen by a third-party organization, through an accreditation against the internationally recognized ISO/IEC 17065 standard for product certifiers.

ESL process of addressing complaints is efficient.

This quality policy is regularly reviewed to ensure relevance.

Operational objectives are set every year during the management review.

Appeals and complaints

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Appeal Procedure Certification

If you disagree with a certification decision made by ESL, you have the right to appeal. We are committed to handling all appeals fairly, impartially, and in a timely manner.

How to Submit an Appeal

Appeals must be submitted in writing within 14 calendar days of receiving the certification decision.

Appeals should clearly explain the reasons for disagreement and include supporting evidence or documentation.

Submission and Confirmation

Once received, the Quality Assurance & GRC Manager will:

Register your appeal

Inform the Certification Manager.

Send you confirmation of receipt

If the Quality Assurance & GRC Manager is unavailable, the General Manager will assign another responsible person to handle the appeal.
Investigation and Review

The Quality Assurance Lead conducts an initial investigation and records the findings

If required, the appeal is forwarded to the ESL Appeal Committee,

The appeal is presented to the Committee by the case’s Certification Specialist and Certification Manager,

The Committee reviews the appeal and records its opinion

Based on this, the Quality Assurance & GRC Manager completes the Conclusions and drafts a response.

The General Manager makes the final decision within 35 calendar days of receiving the appeal.

Possible Outcomes

Decision Overturned: The original decision is changed and explained to you.

Decision Confirmed: The original decision remains. If necessary, certification deadlines may be adjusted.

Final Response

ESL’s Executive Secretary sends the final decision to you within 7 calendar days of the decision.

The Quality Assurance & GRC Manager records the response, closing the case.

Follow-up Actions
If any corrective or preventive actions are needed as a result of the appeal, the Certification Manager will initiate them.
Confidentiality Assurance
All appeals are handled with the strictest confidentiality. ESL ensures:

Your identity is protected throughout the process.

Confidential information is shared only with relevant personnel on a need-to-know basis.

No use of confidential details in a way that could reveal your identity.

Ongoing Monitoring
The appeals process is continuously monitored by the Quality Assurance & GRC Manager, and regular audits are performed to evaluate effectiveness and ensure improvement.
Appeal Procedure Certification
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Compliant Procedure Certification

Emirates Safety Laboratory (ESL) values feedback and is committed to addressing concerns related to our certification services promptly and fairly. If you wish to raise a complaint, please follow the process below.

How to Submit a Complaint

Complaints must be submitted in writing within 14 calendar days of the issue occurring.

Include sufficient detail to support investigation

Individuals involved

Description of the issue

Date, time, and location

Attach any relevant correspondence or supporting documentation

Submission Instructions
Please send your complaint to the ESL Quality Assurance & GRC manager using the contact details provided on our website. Your submission will be acknowledged upon registration.
What Happens Next

Acknowledgement

The complaint is logged in and you will receive confirmation once it has been registered.

Initial Review

If the complaint is deemed illegitimate, you will be informed, and the case will be closed.
If legitimate, the Quality Assurance Lead will conduct an initial evaluation and inform you within 14 calendar days on how the complaint will proceed.

Investigation

An in-depth investigation is conducted. If needed, the Certification Manager or other ESL staff may be consulted.
If the complaint involves the Quality Assurance & GRC Manager, the General Manager will assume all responsibilities related to the investigation.

Response and Closure

Based on the findings, the General Manager will approve a final response.
A formal reply will be sent within 35 calendar days from the date of confirmed receipt.
Once sent, the complaint is recorded and closed.

Follow-up Actions

If the investigation identifies the need for corrective, preventive, or improvement actions, the Certification Manager will initiate them accordingly.

Our Commitment

We handle all complaints professionally, impartially, and in full alignment with our internal procedures. Continuous review and improvement of our certification services are driven by your feedback

For queries or support, please contact our Quality Assurance team.
Compliant Procedure Certification
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Complaint Procedure Testing

At ESL Testing, we are committed to upholding the highest standards of service. If you are an Applicant or Owner of a Test Report or Classification/Assessment issued by ESL and wish to raise a concern about our services, you may submit a formal complaint.
How to Submit a Complaint

Complaints must be submitted in writing within 14 calendar days of the issue arising.

Include as much detail as possible:

Individuals involved

Description of the issue

Date, time, and location

Any relevant correspondence or evidence

What Happens Next

Acknowledgement

Your complaint will be registered, and you will receive confirmation of receipt.

Initial Evaluation

The Quality Assurance Lead reviews the complaint and responds within 14 calendar days, outlining the next steps.

Investigation

All necessary information is gathered and reviewed. If required, additional ESL staff may be involved in the evaluation.

Outcome and Response

A formal reply, including any corrective or improvement actions, will be sent to you within 14 days of acknowledgement.

Further Actions

If the complaint reveals nonconformities or systemic issues, appropriate actions such as internal audits may be taken to ensure continued compliance and improvement.

Our Commitment
All complaints are handled confidentially, impartially, and in accordance with ESL procedures. Feedback and complaint data are reviewed regularly as part of our ongoing commitment to quality and continuous improvement.
For any questions regarding the process, please contact our Quality Assurance & GRC Manager.
Complaint Procedure Testing

Impartiality & Confidentiality

The Confidentiality and Impartiality Procedures is an important component of the mechanism maintaining the efficiency of the activities of ESL. To discuss this with ESL, please contact our Quality Assurance Lead: (ask@eslglobal.com)

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Certification Impartiality

ESL ensures confidentiality of information obtained from clients or created by the ESL in the course of certification processes and during supervision over issued certificates.
ESL Certification ensures to protect confidentiality of business or technical information that is not subject of dissemination as a result of the following actions:

All ESL employees as well as personnel directly cooperating with ESL and service providers are required to submit a written obligation to observe confidentiality.

Information concerning the results of work carried out to clients shall be transferred by authorized personnel only.

ESL communicates information only to the personnel/party(ies) appointed by the client during the certification process.

Internal Auditors are obliged to ensure confidentiality of information obtained during the internal audit.

Subcontracted laboratories are obliged in their agreements to comply with ESL Certification confidentiality requirements.
Certification Impartiality
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Testing impartiality

ESL ensures confidentiality of information obtained from clients or created by the ESL in the course of testing processes.
ESL Testing ensures to protect confidentiality of business or technical information that is not subject of dissemination as a result of the following actions:

All ESL employees as well as personnel directly cooperating with ESL and service providers are required to submit a written obligation to observe confidentiality.

Information concerning the results of work carried out to clients shall be transferred by authorized personnel only.

ESL communicates information only to the personnel/party(ies) appointed
by the client during the testing process.

Internal Auditors are obliged to ensure confidentiality of information obtained during the internal audit.

ESL’s external providers of products and services are obliged in their agreements to comply with ESL Testing confidentiality requirements.

ESL governs and supports activities undertaken by the ESL Testing department to ensure confidentiality and availability of required resources to achieve the objectives of this policy.
Testing impartiality
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Confidentiality

ESL ensures confidentiality of information obtained from clients or created by the ESL in the course of certification processes and during supervision over issued certificates.
ESL Certification ensures to protect confidentiality of business or technical information that is not subject of dissemination as a result of the following actions:

• All ESL employees as well as personnel directly cooperating with ESL and service providers are required to submit a written obligation to observe confidentiality.
• Information concerning the results of work carried out to clients shall be transferred by authorized personnel only.

ESL communicates information only to the personnel/party(ies) appointed by the client during the certification process.

Internal Auditors are obliged to ensure confidentiality of information obtained during the internal audit.

Subcontracted laboratories are obliged in their agreements to comply with ESL Certification confidentiality requirements.
Confidentiality
Learn More
Testing confidentiality

ESL ensures confidentiality of information obtained from clients or created by the ESL in the course of testing processes.
ESL Testing ensures to protect confidentiality of business or technical information that is not subject of dissemination as a result of the following actions:

All ESL employees as well as personnel directly cooperating with ESL and service providers are required to submit a written obligation to observe confidentiality.

Information concerning the results of work carried out to clients shall be transferred by authorized personnel only.

ESL communicates information only to the personnel/party(ies) appointed
by the client during the testing process

Internal Auditors are obliged to ensure confidentiality of information obtained during the internal audit.

ESL’s external providers of products and services are obliged in their agreements to comply with ESL Testing confidentiality requirements.

ESL governs and supports activities undertaken by the ESL Testing department to ensure confidentiality and availability of required resources to achieve the objectives of this policy.
Testing confidentiality

HSE Policy

HEALTH, SAFETY & ENVIRONMENT POLICY
Emirates Safety Laboratory (ESL) practices internationally recognised Health, Safety & Environment (HSE) standards for our operations. ESL is committed to pursuing high-quality service and service excellence while preventing harm to people and mitigating assets from damage. The health and safety of our employees and customers are of paramount importance. Continuous efforts are practised to improve safety performance each year with the ultimate target of zero harm.

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ESL Customer Satisfaction Feedback

At ESL, we greatly value your opinion and strive to provide the best possible services to our valued customers. As part of our commitment to continuous improvement, we would like to invite you to share your valuable feedback through our customer feedback form. Your feedback is instrumental in helping us understand your needs, preferences, and areas where we can enhance our offerings.

You can also contact us and provide your feedback to: ask@eslglobal.com

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Emirates Safety Laboratory | ESL

ESL Terms And Conditions

Appeals and Complaints

Do clients have a right to complain against the ESL activity?

Yes, clients have a right to complain, and it should be submitted to ESL in writing (letter or email) within 14 days from the date of occurrence of the circumstances justifying their submission.
What are the minimum requirements to file a complaint?
The complaint must contain at least:
- The individuals involved,
- The events giving rise to the complaint,
- Date, time and location,
- Identification of the complainant and contact details (i.e. name, surname, (company name), mailing address),
- Attached relevant communication regarding the complaint.
Does ESL inform the client of receiving the complaint?

The fact of receiving a complaint and its registration is confirmed immediately to the complainant.
How long will it take the ESL to inform the clients about the outcome of the complaint?

After examining a complaint, the complainant is informed of the outcome of the complaint in writing within 35 calendar days from its registration. If the decision cannot be made within the aforementioned period, the complainant is informed of the actions taken so far and the approximate timing of the final outcome of the complaint.
Do clients have a right to appeal against the ESL decision?

Appeals should be submitted to ESL in writing (letter or email) within 14 days from the date of receipt of the ESL Decision. If no appeal request is received within this timeframe, the decision becomes final and may not be appealed against.
What are the requirements from the customer end to make a complaint against the ESL decision?

Request for an appeal must clearly state the reason(s) for disagreement with a Certification Decision and needs to be supported by information and evidence. An appeal can only be accepted if it is accompanied by or based on clear and credible information.
Does ESL inform the client of receiving the appeal?

The fact of receiving an appeal and its registration is confirmed immediately to the appellant.
How long will it take the ESL to inform the clients about the outcome of the appeal?

After examining an appeal, if necessary involving Emirates Safety Laboratory’s Appeal Committee, the appellant is informed of the decision to maintain or revoke the Certification Decision in writing, within 35 calendar days from its registration. If the decision cannot be made within the aforementioned period, the appellant is informed of the actions taken so far and the approximate timing of the final outcome of the appeal.