Complaints and appeals

General procedure for receiving, evaluating and deciding appeals and complaints

We answer basic questions about complaints or appeals in the certification/verification/validation process.

What is the procedure for filing a complaint?

Resolving complaints in the course of service provision

A complaint is a written submission by a subject seeking protection of its rights or interests or highlighting specific deficiencies in the certification/verification/validation process.

General procedure for receiving, assessing and deciding on complaints:

ELBACERT accepts any complaints only in writing, which must be made within 30 days from the date of discovery of the reason for the complaint.
The form of the complaint is not binding, but must include:
- identification of the complainant
- a precise and complete description of the reason for the complaint
- settlement proposal
- contact person for the solution, date and signature.
ELBACERT shall acknowledge receipt of the complaint to the complainant within 10 days, informing the complainant of the further procedure and assuring him/her of the remedy to be taken if the complaint is confirmed.
ELBACERT will thoroughly investigate the complaint in order to verify and confirm its validity, respecting the principle of independence. If the complaint has been lodged against the senior management of ELBACERT, the complaint shall be examined by the impartiality committee, whose conclusion shall be binding.
ELBACERT shall endeavour, where possible, to resolve any complaint primarily by agreement – it shall discuss the complaint with the entity complained about and the complainant with a view to agreeing a course of action that is satisfactory to all parties involved. The result is an agreement on measures or conclusions that are accepted by all parties to the conflict and comply with the relevant regulations and normative documents.
In the absence of an agreement between the parties concerned to resolve the problem, the next course of action depends on confirming/refuting the validity of the complaint in order to avoid any unjustified damage to the name of the entity against which the complaint has been lodged.
If the complaint is substantiated, appropriate corrective or preventive measures will be taken and the complainant will be duly informed of their implementation. If the complaint is unfounded, ELBACERT shall draw up a letter of justification for the unfoundedness of the complaint, which shall be deemed to be settled and the letter shall be sent to the complainant and the subject concerned.

What is the process for filing an appeal?

Appeals against certification/verification/validation conclusions

Appeal – a written objection that a certified client asserts against a decision of ELBACERT.

General procedure for receiving, assessing and deciding appeals:

ELBACERT accepts any appeal in writing only, and an appeal against a decision may be lodged within 10 days of the date of receipt of the decision.
The form of the appeal is not binding, but must include:
- the name of the appellant
- a precise and complete description of the reason for the appeal
- settlement proposal
- contact person for the solution, date and signature.
ELBACERT shall acknowledge receipt of the appeal to the applicant within 10 days, informing the applicant of the next steps and assuring him of the remedy to be taken in the event that the appeal is upheld.
ELBACERT will thoroughly examine the appeal in order to verify and confirm its merits, respecting the principle of independence. If the appeal is made against a decision of the senior management of ELBACERT, the appeal shall be examined by the impartiality protection committee, whose conclusion shall be binding.
ELBACERT shall endeavour to resolve the appeal primarily by agreement where possible. The result is an agreement on measures or conclusions that are accepted by all parties to the conflict and comply with the relevant regulations and normative documents.
In the event that there is no agreement between the parties concerned in resolving the cause of the appeal, further action will depend on the confirmation/refutation of the merits of the appeal.
If the appeal is justified, appropriate corrective or preventive measures will be taken and the applicant will be duly informed of their implementation. If the appeal is unfounded, ELBACERT will draw up a letter of grounds stating that the appeal is unfounded and the matter is deemed to have been dealt with and the letter will be sent to the applicant.