1.Now that I have selected GLBA, who will be my contact?

In the short term, you may continue to work with the Client Relations Manager who has been assisting you through the selection process. However, for audit-related information, your primary contact, and the person best equipped to help you will be your assigned lead auditor.

2.What issues will my auditor be able to help me with?

My assigned lead auditor is my point of contact for:

• All of my audit scheduling.
• Reviewing my documents prior to the Certification Audit.
• Coordinating and conducting my Certification Audit.
• Interpretations on my quality management system standard.
• Future site additions, location, upgrades, etc.
• Most questions dealing with UR and the audit process.

3. What will my assigned lead auditor want to know when he/she makes initial contact with me?

Your assigned lead auditor will want to discuss your expected timing for the required certification activities such as document review and the initial assessment. He/she will need to know if you have elected to have a pre-assessment.

4. If I am not sure when I want to schedule an auditing activity such as the document review or initial assessment how much notice does my assigned auditor need?

Your assigned lead auditor could be “booked” as far ahead as 6 months or more. It is a good idea to “reserve” time on their schedule that is realistic and achievable. Should you cancel a scheduled time without ample notice, your assigned lead auditor may or may not be able to accommodate your needs. In that case, another lead auditor may be assigned to your account.

5. What steps are there in the certification process?

There are 3 basic steps to a certification process and they are:

•  Document review.
• Initial Assessment.
• Certification Panel Review of recommendation.

6. What if I have a conflict during the audit process regarding an interpretation?

The process of resolving a conflict would be to:

• work with your assigned lead auditor.
• conduct a joint phone call with your lead auditor and the UR certification manager.
• lodge a formal complaint.

7. What happens after my assigned lead auditor recommends my company for certification?

Your assigned lead auditor must finalize the audit report, gather all the evidence and submit the package to the GLBA office. The Executive Certification Panel (ECP) reviews this information and the recommendation is then accepted or, rarely, rejected. If rejected, the auditor may require more information from you. After this process you will be informed by GLBA of your certificate number. This process usually takes 5 working days after a recommendation is made.

8. When will I receive a certificate?

Once the recommendation is accepted by the ECP you could expect your formal certificates in about 7 working days, which is approximately 2 weeks from the initial audit.

9. Will there be a charge for my certificates?

GLBA will provide two copies of the certificates at cost included in your certification cost. Additional copies may be obtained for an additional charge of $5 each.

10. What happens if I want to change my certificate later?

Notify your assigned lead auditor of your intentions so that he/she can assess whether additional auditing is necessary. There may be a need to conduct an assessment, depending upon the significance of the changes. Any assessment activity will be charged at the rates in place at the time of the assessment. There is no charge to re-issue the certificate following