Dealing with complaints and appeals

The procedure for resolving complaints/appeals in the Inspection Body includes the following basic elements:

• Receipt, validation, investigation of complaints/appeals, as well as decision-making on what measures to take in response;
• Monitoring and recording of complaints/appeals, including measures taken to resolve them;
• Ensure that all appropriate measures are taken.

 

This procedure has been made public on the Inspectorate’s website!

Clients or other interested parties may file a written objection in their business letter or in a related manner.

The Technical Manager is responsible for collecting and verifying the necessary information, in order to evaluate the received objection/complaint.

At the client’s request, the Inspection Body will acknowledge receipt of the written complaint/complaint and, during the procedure, will inform the client, in an appropriate, agreed on manner, of the progress of the complaint/complaint resolution process.

The analysis of the causes of complaints/appeals is taken care of by the quality manager, for complaints/appeals related to procedural issues of the inspection procedure, or by the technical manager, for complaints/appeals related to technical issues of inspection. All proposed solutions are considered and, based on them, the final decision is made by the technical manager if necessary coordinating the opinion with the quality manager and staff, who did not directly participate in the inspection procedures in question.

If the technical manager has in any way participated in the inspection procedure in question, his role in resolving the complaint/appeal against this inspection procedure shall be taken over by his deputy.

Deadlines for resolving complaints/appeals are always short.

If the complaint/appeal is justified, the final decision must primarily satisfy the complainant/complaint. An agreement with the complainant is sought.

If this were expedient and justified, the complainant/complainant would be reimbursed for any damage caused by the negligent work of the staff of the Inspection Body.

The inspection body officially, in writing (in free form), always informs the client about the outcome of the review of his complaint/appeal and the decision made.

In the spirit of non-compliance management, records are kept on all complaints/appeals and their resolution, as well as on the decisions made – corrective measures taken in the Inspection Body.