Complaints and appeals

General procedure for receiving, evaluating and deciding on appeals and complaints in the course of certification

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

What is the procedure for filing a complaint?

Resolution of complaints during certification

A complaint is a written submission by a subject seeking protection of its rights or interests or pointing out specific deficiencies in the certification process.

General procedure for receiving, assessing and deciding on complaints:

The Certification Body ELBACERT, a.s. accepts any complaints only in written form, and the submission 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, a.s. shall acknowledge receipt of the complaint to the complainant within 10 days, informing him/her of the further procedure and assuring him/her of the remedy to be taken if the complaint is confirmed to be justified.
ELBACERT, a.s. will thoroughly investigate the complaint in order to verify and confirm its validity, respecting the principle of independence. If the complaint has been made against the senior management of the certification body, the complaint shall be reviewed by the impartiality panel and its conclusion shall be binding.
ELBACERT, a.s. tries to resolve any complaint, if possible, primarily by agreement – it will discuss the complaint with the entity to which the complaint has been lodged and with the complainant with a view to agreeing on 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, a.s. prepares a justification letter on the unfoundedness of the complaint, whereby the matter is considered to be settled and the letter is sent to the complainant and the subject concerned.

What is the process for filing an appeal?

Appeals against certification conclusions

Appeal – A written objection that a certified client makes to a decision of a certification body.

General procedure for receiving, assessing and deciding appeals:

The Certification Body ELBACERT, a.s. accepts any appeals exclusively in written form, while an appeal against the decision of the Certification Body may be filed within 10 days from the date of its delivery.
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, a.s. shall acknowledge receipt of the appeal to the applicant within 10 days, informing him/her of the further procedure and assuring him/her of the remedy to be taken in the event of confirmation of the appeal’s validity.
ELBACERT, Inc. will thoroughly examine the appeal in order to verify and confirm its validity, respecting the principle of independence. Where an appeal is made against a decision of the certification body’s senior management, the appeal shall be reviewed by the impartiality panel and its conclusion shall be binding.
ELBACERT, a.s. shall endeavour to resolve the appeal primarily by agreement, if 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. In the event that the appeal is unfounded, ELBACERT, a.s. shall prepare a letter of justification for the unfoundedness of the appeal, whereby the case is considered to be settled and the letter is sent to the applicant.