The rules take into account the recommendations of GOST R 54295-2010 "Conformity assessment. Complaints and appeals. Principles and requirements" and GOST R ISO 10002-2007 "Management of the organization. Customer satisfaction. Guide to managing claims in organizations".

The certification body takes into consideration the reasoned complaints and appeals from both the certified organization and any other party. Complaints and appeals are considered, and decision is made within one month after their official receipt.

The certification body confirms the applicant's registration within 5 working days, indicating which steps would be taken.

In order to improve the activity of certification body all complaints are considered: in writing, by phone, or in personal conversation. The certification body distinguishes between two types of complaints: the activities of the certification body and the certified products. Incoming complaints can be received from the applicant, from the owner and / or consumer of certified products. Complaints are considered by the head of the certification body or the responsible person appointed by him.

Appeals are considered only in writing, indicating the name of the organization and its requisites.

Appeal may be filed by the Applicant if he does not agree with the decision of the certification body:

• decision on refusal to issue a certificate of conformity;
• suspension or cancellation of the validity of the certificate of conformity;
• decision on the results of periodic or unscheduled inspection control.
  

Appeal is considered by the Appeals Commission, which is created to make a decision.

A copy of the decision is sent to the person who initiated the examination of complaint or appeal.

If you have any questions about the described rules - call us on the phone, or ask a question by e-mail. You will receive a detailed answer with all the necessary information within a few hours.