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Quality Management System (QMS)

    The quality management system of the Ertzaintza seeks to ensure that the treatment provided or the action taken by the various officers who take part in a process is always the same, regardless of the recipients and the providers of those services, as well as the police station or unit where they are rendered.

    Needless to say, the standard of the service which we intend to provide is very high, always above the minimum required by the various regulations and laws.

    The processes included in the system so far are the following:

    • Arrest process
    • Operational process in cases of Domestic and Gender Violence
    • Operational process of the Explosives Disposal Unit CBRN
    • Operational process of the Scientific Police Unit

    ISO 9001:2015 standard, produced by the International Standardization Organization (ISO), establishes the requirements for a Quality Management System, which can be applied internally by organizations, regardless of whether the product and/or service is provided by a public organization or a private company.

    The International Standardization Organization is an independent, non-governmental organization comprising at present over one million companies and organizations in over 170 member countries all over the world.

    The system of the Ertzaintza has been certified to ISO 9001 standard by AENOR, a member of the International Standardization Organization. AENOR performs an audit of the candidate organization for ISO 9001 quality certification in which they check whether the organization has satisfactorily implemented the requirements specified in the standard and works according to them.

    The certification, once obtained, must be renewed on a periodic basis. In the case of the Ertzaintza, a renewal audit is conducted every three years, together with annual monitoring audits. All these audits have so far been conducted by AENOR staff.