OF PRODUCTION PROCESSES
PRODUCTS AND SERVICES
CERTIFICATION
COMPLAINTS AND APPEALS
І
The organization may appeal in writing regarding all decisions issued by Grand Cert at all stages of the certification process in each country where Grand Cert operates.
The certification body shall provide information on request on:
At the client's request, we provide information on: geographical areas in which we operate, the status of a given certification, detailed information about the certified client (name, reference standard, scope of certification, geographic location).
Appeals, Certification Complaints
Information for interested parties on lodging complaints and appeals against Grand Cert certification services
Appeal - the Ordering Party's disagreement with the Company's actions in the scope of making decisions on certification issues, an application for violation of the certification rules and appealing against other certification actions if they resulted in a violation of the applicant's rights and interests.
Complaint - is a request for expressing dissatisfaction with the quality of services or works of Grand Cert.
Complaints handling process
The certification body shall provide information on request on:
At the client's request, we provide information on: geographical areas in which we operate, the status of a given certification, detailed information about the certified client (name, reference standard, scope of certification, geographic location).
Appeals, Certification Complaints
Information for interested parties on lodging complaints and appeals against Grand Cert certification services
Appeal - the Ordering Party's disagreement with the Company's actions in the scope of making decisions on certification issues, an application for violation of the certification rules and appealing against other certification actions if they resulted in a violation of the applicant's rights and interests.
Complaint - is a request for expressing dissatisfaction with the quality of services or works of Grand Cert.
Complaints handling process
1. Receiving and recording complaints
Reporting a complaint by a Grand Cert Customer, a customer; organization certified by GRAND Cert or other interested parties may occur:
– by e-mail to info@grand-cert.com
– by sending a written complaint to the address of the registered office in Poland and Ukraine
– by reported orally, for example by telephone, with the exception of complaints according to which it is impossible to determine the authorship (such complaints were considered anonymous and are not subject to consideration),
Upon receipt of the complaint, the following follows:
Acknowledgment of receipt of the complaint and
analysis whether the complaint relates to certification activities for which the Company is responsible and, if so, acts in accordance with the rules of procedure for dealing with complaints
registration of the complaint by the Grand Cert
2. Consideration of the complaint
The complaint will be considered within 2 weeks from the date of receipt of the complaint. If it is not possible to resolve the issue within 2 weeks, the President of the Management Board sets an additional time for its consideration. At the same time, the general period of consideration of the complaint may not exceed 45 days.
3. Notifying the Client of the results
A written reply shall be sent to the applicant within three working days of the decision on the complaint
If the complainant does not agree with the decision, he has the right to appeal against it in writing to the President of Grand CERT within 14 days of notification of the decision.
Revocation management:
The contracting authority may appeal against the following actions and decisions:
Refusal to consider an application for certification;
Making a decision to refuse to issue a certificate of conformity;
Withholding or canceling the certificate of conformity;
Violation of the certification rules and procedure;
Lack of competence of the auditor.
The appellant has the right to appeal against other actions of the Competition Authority. Certification regarding certification, if they resulted in a violation of his rights and interests.
Scheme of procedure in the event of an appeal
1. Procedure for lodging an appeal: The appeal should be submitted in writing to the President of the Management Board of the Company /with his name and surname/ within 14 days after the Ordering Party (Organization) receives the decision
2. Confirmation of receipt of the complaint within 2 weeks at the latest and informing the applicant about the manner of considering the complaint.
3. Registration of the appeal by the Grand Cert Office
4. Procedure for examining the appeal: The appeal will be considered no later than 1 month after its registration. If it is not possible to resolve the issue contained in the appeals within one month, the President of the Management Board sets an additional time to consider it. At the same time, the general period for examining appeals may not exceed 45 days.
5. Presenting to the applicant the results of the consideration and the decision made in the case, possibly informing about further necessary actions
In case of disagreement of one of the parties with the decision, it may be appealed against, depending on the certification system, at the central offices/centres/of standards owners.
The decisions of the headquarters of the central owners of the standard may be appealed in court in accordance with applicable law.
Reporting a complaint by a Grand Cert Customer, a customer; organization certified by GRAND Cert or other interested parties may occur:
– by e-mail to info@grand-cert.com
– by sending a written complaint to the address of the registered office in Poland and Ukraine
– by reported orally, for example by telephone, with the exception of complaints according to which it is impossible to determine the authorship (such complaints were considered anonymous and are not subject to consideration),
Upon receipt of the complaint, the following follows:
Acknowledgment of receipt of the complaint and
analysis whether the complaint relates to certification activities for which the Company is responsible and, if so, acts in accordance with the rules of procedure for dealing with complaints
registration of the complaint by the Grand Cert
2. Consideration of the complaint
The complaint will be considered within 2 weeks from the date of receipt of the complaint. If it is not possible to resolve the issue within 2 weeks, the President of the Management Board sets an additional time for its consideration. At the same time, the general period of consideration of the complaint may not exceed 45 days.
3. Notifying the Client of the results
A written reply shall be sent to the applicant within three working days of the decision on the complaint
If the complainant does not agree with the decision, he has the right to appeal against it in writing to the President of Grand CERT within 14 days of notification of the decision.
Revocation management:
The contracting authority may appeal against the following actions and decisions:
Refusal to consider an application for certification;
Making a decision to refuse to issue a certificate of conformity;
Withholding or canceling the certificate of conformity;
Violation of the certification rules and procedure;
Lack of competence of the auditor.
The appellant has the right to appeal against other actions of the Competition Authority. Certification regarding certification, if they resulted in a violation of his rights and interests.
Scheme of procedure in the event of an appeal
1. Procedure for lodging an appeal: The appeal should be submitted in writing to the President of the Management Board of the Company /with his name and surname/ within 14 days after the Ordering Party (Organization) receives the decision
2. Confirmation of receipt of the complaint within 2 weeks at the latest and informing the applicant about the manner of considering the complaint.
3. Registration of the appeal by the Grand Cert Office
4. Procedure for examining the appeal: The appeal will be considered no later than 1 month after its registration. If it is not possible to resolve the issue contained in the appeals within one month, the President of the Management Board sets an additional time to consider it. At the same time, the general period for examining appeals may not exceed 45 days.
5. Presenting to the applicant the results of the consideration and the decision made in the case, possibly informing about further necessary actions
In case of disagreement of one of the parties with the decision, it may be appealed against, depending on the certification system, at the central offices/centres/of standards owners.
The decisions of the headquarters of the central owners of the standard may be appealed in court in accordance with applicable law.
