Complaints and appeals
Complaints and appeals from the Applicant regarding the subject of performed certification works must be performed in appropriate manner and sent in free form to the Head of Certification body on the Applicant's company letterhead with detailed description of the subject and justification of the complaint or appeal. Complaints and appeals must be submitted to Certification body no later than one calendar month after the completion of the subject of work. Complaints and appeals not related to the subject of the work performed by Certification body will not be considered. Complaints or appeals do not cancel the decisions of Certification body from being effective.
Upon receipt of complaint or appeal, the head Certification body within five working days informs in writing the Applicant about the receipt. Also he informs Applicant about the approximate time frame for review of complaint or appeal and informs him of the composition of the commission that will review mentioned complaint or appeal. Complaint or appeal usually considered within no more than two calendar months, however, in some cases, the period for review can be extended up to three months. The results of consideration of complaint or appeal by the applicant can be challenged by Applicant within seven calendar days. Each complaint or appeal registered in the complaint and appeal registration log.
Complaints are reviewed by an internal committee of Certification body but appeals by an impartiality committee.
During review of complaint or appeal, Certification body takes all necessary steps to make an objective and impartial decision on the subject of complaint or appeal, and is also responsible for collecting and verifying all necessary information to make a decision on mentioned complaint or appeal.
In order to prevent conflicts of interest, personnel, including management, who provided the customer with advice or were hired by the customer for work, and was also involved in the subject of the complaint or appeal, are not involved by Certification body to analyse or make a decision on the complaint or appeal of a specific customer during two years after the end of the above mentioned factors.
Based on the results of the review of complaint or appeal corrective measures which may affect the previously made decisions of Certification body should be identified, carried out and documented.
Applicant must be notified about the results of the review of complaints and appeals, and about required taken corrective actions. Information shall be sent by registered to the address indicated in the application for certification.
If Applicant is not satisfied with the result of review of complaints and appeals, he has rights to apply to the court at the location of Certification body.
Applicant's rights and obligations
The main rights of the Applicant:
The main responsibilities of the Applicant: