Registering and processing appeals

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

Registering and processing complaints

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