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 with deadline date for decision.
4
Secretariat
Appeals are treated according to type:
1. a) Appeal of result
2. b) Appeal on decided level
5
General Manager or Committee Member
a) Treatment of appeal on result is given a new assessment of relevant examination.
6
Administration Secretary
b) Obtains new or additional information for treatment of appeals on decided level
7
General Manager or Administration Secretary
Decision of the appeal is taken by: General manager. In cases where General Manager has performed the new assessment, the Administration Secretary takes the decision.
8
General Manager
The decision on appeal for decoded level is taken by General Manager based on new facts from Administration Secretary.
9
Secretariat
Sends written answer on the final decision to the person who appealed with formal notice that the cases has been closed.

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