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Complaints and appeals Print E-mail
Friday, 14 March 2014 11:14
1. The procedure for receiving, considering and making decisions on appeals

1.1. Before the expiration of four weeks, the applicant, candidate or certified person has the right to send a request to the independent personnel certification body (further referred to as Organisation) for review of any decision adopted by the independent personnel certification body- appeal.

1.2. The Organisation maintains a register of all incoming appeals, which indicates the date, general nature, source of the appeal, measures taken to resolve the issue, as well as the results of the consideration. Only appeals submitted to the Organisation in writing are subject to review.

1.3. All appeals received must be transferred to the Appeals Commission, which is formed from members of the Committee according to the certification scheme (methodological committee) by its chairman.

When forming the Appeals Commission, the following requirements shall be observed: a) the commission must be no less than three people; b) the specialists included in the commission should be competent in matters on which an appeal has been filed; c) the specialists included in the commission should not take part in the certification (certification) process of the appellant within the last two years, should be independent of commercial and other interests, and should not have any family and / or official relations with the appellant.

1.4. If the Appeals Panel determines that the appeal is not substantiated, the appellant must be notified in writing. If the Appeals Panel determines that the appeal is well founded, then the appellant must be notified in writing and a further investigation should be conducted to find a possible solution.

1.5. The Appeals Commission draws up a written report describing the decisions taken on the measures to be taken, taking into account the results of work with previous similar appeals. The Appeals Panel may decide to change procedures or take appropriate corrective actions. The resolution of the Board of Appeals is mandatory for the independent personnel certification body RTC “Testing and Diagnostics”.

1.6. The appeals process, review and decision-making process for appeals is organized in such a way that stakeholders can ensure that there are no discriminatory actions against the appellant.

1.5. Notification of decision made regarding appeal. If the appeal is investigated, the appellant must be formally notified of the decision of the Appeals Panel in writing no later than two weeks after the appeal is filed.

2. The procedure for receiving, considering and making decisions on complaints

2.1. Prior to the expiration of four weeks, an individual or organization may express dissatisfaction in the form of a complaint with respect to the Organisation related to the activities of the Organisation or the certified (certified) person.

2.2. The Organisation maintains a register of all incoming complaints, which indicates the date, general nature, source of the complaint, measures taken to resolve the issue, as well as the results of the consideration. Only complaints submitted to the Organisation in writing are subject to review.

2.3. The Organisation that has received the complaint is responsible for collecting and verifying all necessary information related to the complaint.

2.4. All complaints received should be referred to the director of the RTC “Testing and Diagnostics”. If necessary, the director forms a commission to consider the complaint, consisting of personnel not related to the subject of the complaint.

2.5. If during the consideration of the complaint it is established that the complaint is not related to the certification activity for which the Organisation is responsible, or is unreasonable, the complainant must be notified in writing. If during the consideration of the complaint it is established that the complaint is substantiated, then the complainant must be notified in writing and a further investigation should be carried out in order to find a possible solution.

2.6. At the end of the investigation, a report is drawn up, indicating the measures to be taken and, as appropriate, the necessary amendments and measures to eliminate the deficiencies.

2.6. Notification of a decision made regarding a complaint. If the complaint is investigated, the complainant must be officially notified of the decision no later than two weeks after filing the complaint.