Complaint

BASIC REQUIREMENT: The resolution of complaints (evaluation, approval) must be undertaken by individuals who were not involved in the complaint in question. The investigation and resolution of complaints must not lead to any disadvantages.

PROCEDURE

• Recording of the Request: We receive the complaint, either as an online submission from the website, as a direct email, or via telephone. The following information is required:
  • Contact Details: Complainant (requester) with contact information
  • Date: Date of the complaint / concern
  • Background: Factual background
• Review: Examination of the concern and any submitted documents / evidence by an independent auditor (not entrusted with the assignment) and the Quality Management Representative (QMH).
• Status Update: Information regarding the processing status provided to the complainant.
• Formulation: Formulation of a statement / response.
• Transmission: Transmission of the statement to the complainant / requester. In the event of a modification to the certificate, notification of the authorities.
• Evaluation: Evaluation of the complaint from the perspective of continuous improvement:
  • Analysis: Why was the complaint / appeal submitted? Which procedural change is necessary to prevent complaints / appeals of this kind in the future?