PROCEDURES FOR COMPLAINTS AND OBJECTIONS

1. PURPOSE

Documenting the process of obtaining, evaluating and deciding on appeals and objections

2. TERMS AND DEFINITIONS

The complaint was disagreement with certain activities in relation to the work of the inspectors or procedures of the Control body. Objection is dissent against the decision of the control body, i.e. against the results of his control when he was made on the basis of an enforceable right.

3. RESPONSIBILITIES AND POWERS

The head of the control body is responsible for ensuring the actions ender received complaints and objections.

4. DESCRIPTION OF ACTIVITIES

Upon acceptance of a complaint, first, the control body confirms whether the complaint relates to control activities for which it is responsible, and if so, then consider the complaint.

The Control body is responsible for all decisions at all levels of the process of handling complaints and objections.

Research and deciding on objections does not lead to any discriminatory actions.

The processing of complaints and objections includes the following:

• The acceptance of the complaint or objection is registered in FC 7.5.1.1 Complaints Registering Log or FC 7.5.1.2 Objections Registering Log 
• The head of the control body confirms whether the complaint or objection relating to the body - performed a study of the complaint or objection
• He/She determines the composition of the Committee on the complaint or objection comprising: a management representative, lawyer of AC-DC OOD and a member of personnel who was not involved in the process in which a complaint or objection.
• The Committee on complaints or objection decide what action should be taken
• After the actions proposed by the Committee, it shall report the results of the head of the body
• The head of the control body shall decide and notify in writing the complaint or objection applicant

Complaints are reviewed within five working days

In assessing the application as valid, corrective action shall be held within two weeks of registration (unless the customer has no other requirements).

When the analysis of the complaint is found guilty of an inspector of the Control body, the head of the body shall take measures to clarify the circumstances and imposes administrative and / or financial penalties on the offending employee.

If the complaint is found to be unfounded, it is communicated to the client in writing of arguments.

Upon receipt of the objection head of the control body thoroughly examine all records of control - primary records, protocols and control certificate within one day.

In case that the head of the control body does not find reason to doubt the results of the control shall notify the customer and offers a re-check. The client is expressly informed that match the results of the control means that object and re-control costs will be borne by him/her. The client makes the final decision about whether or not performing replicated control. In case of a repeated control the client is entitled to invite an expert to present the control in the field of control. Before initiation of the control, control body employees should be ensured that the controlled site has no additional effects (repairs) which could have changed its settings. If there are such the re-control is at the expense of the customer.

If the head of the control body finds reason to doubt the results of the control that object, the client is given apologies and the repeated control is implemented in convenient time and entirely at the expense of the control body, even if the results of the two controls match. The head of the control body analyzes the reasons for reaching this situation and take appropriate measures to eliminate them in the future.

The head of the control body or management representative maintains customer feedback of the control body and, if necessary, takes appropriate actions for the timely settlement of complaints or objections to the results of control or other problems.

The Control body is responsible for the collection and verification of all information necessary to verify the complaint or objection and the processing of the complaint or objection which is described in FC 7.5.1.3 complaint / objection form.

The Control body registers receipt of the complaint or objection and shall provide the complainant information on the progress and results.

The decision, which is reported to the complaint or objection applicant shall be taken or reviewed and approved by person (s) who are not participants in the initial control activities.

The Control body officially notifies to the complaint or objection applicant for ending of the complaint or objection reviewing process.

The annual review of the management system by senior management representative includes information on complaints and objections.

4. DOCUMENTATION

Modifications of the procedure are performed in accordance with PR 8.3.1 Document management.

Archiving of documents is carried out according to PR 8.4.1 Records Management.

5. ПРИЛОЖИМИ ДОКУМЕНТИ

5. APPLICABLE DOCUMENTS

FC 7.5.1.1 Complaints Registering Log

FC 7.5.1.2 Objections Registering Log

FC 7.5.1.3 Complaint / objection form