Complaints and Appeals

Complaint handling

Any complaint received by the certification body is filed and signed by the certification manager who decides on the merits of the complaint. If the complaint is not grounded, (s)he informs the complainant in writing. In the event of a legitimate complaint, the certification manager will initiate the investigation process, of which the complainant will be notified in writing.

If the complaint concerns a certified partner, the complaint investigation will also include a review of their management system effectiveness.

In all cases, the investigation is subject to confidentiality, except if:

  • the request for information came from the National Accreditation Authority, or
  • it is part of legal or non-litigation proceedings of authorities.

If any complaints about one of our certified partners are received by our certification body, the certification manager will notify the partner at an appropriate time. Impartiality is our guiding principle, also when investigating complaints, therefore a person involved in the complaint will not participate in the investigation. After completing the investigation, the certification manager informs the complainant in writing of the outcome and agrees with the parties involved on the disclosure of the case. If the joint decision is to make the case public, then the parties agree on how, in what timeframe and to what extent it shall be disclosed.

The Committee for Professionalism and Impartiality can also get involved in the investigation and handling of complaints, if necessary..

Following the two-step procedure, the complainant has the option to file a legal appeal under the jurisdiction of the competent court.

For further information please contact our colleagues with confidence!

Appeal handling:

It is possible to file an appeal against the decisions of our certification body, which must be submitted in writing to our certification manager, including an appeal fee of 180,000 Forints. The appeal process is initiated only after the appeal fee has been paid.

During the appeal investigation, our certification manager ensures that only independent persons participate in the process. Persons who were involved either in the implementation of the audit or in making the certification decision are not allowed to participate. All appeals received go through the same examination process

The appeal received will be filed by our office and signed by the certification manager who will start the investigation process. Upon initiation of the process, the appellant shall receive written notification from the certification manager.

The certification manager notifies the appellant in writing of the investigation’s outcome. If the appellant accepts the outcome, the case is deemed to be closed and the manager in charge of quality management is responsible to follow up corrective actions. If the outcome of the investigation is not accepted by the appellant, the certification manager shall call the Committee for Professionalism and Impartiality for an extraordinary meeting.

Following the two-step procedure, the appellant has the option to file a legal appeal under the jurisdiction of the competent court.

Once the appeal has been closed, the deposit is paid back in all cases where the appellant's observations and allegations were justified and no further investigation is required.

For further information please contact our colleagues with confidence!

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