Appeals and complaints

The objective of this procedure is to ensure that appeals are processed in a correct and secure manner

1
Secretariat
Receives the written appeal from a person who is or has completed the approval or certification process.
2
Secretariat
Register the appeal in own system for handling the appeals
3
Secretariat
Confirms receipt of the appeal
4
General Manager
Process the appeal
5
General Manager
Drafts proposed reply
6
Secretariat
Sends reply to the appelant

The objective of this procedure is to ensure that complaints are processed in a correct and secure manner.

1
Secretariat
Receives the written complaint from a organization or person
2
Secretariat
Register the complaint in own system for handling complaints
3
Secretariat
Confirms receipt of the complaint indicating time for handling.
4
General Manager
Process the complaint. Present the complaint and suggest to the Board for decision possible measures to be taken.
5
Board
Processes the complaint and makes its recommendation to the Secretariat.
5
Secretariat
Answer the complaint

1