This section provides brief information on the procedures of the Accreditation Body for handling complaints (claims) and appeals.
| You can file a complaint (claim) or appeal by sending an appropriate request to the official address of the Accreditation Body info@aac-analitica.ru or to the postal address of the Accreditation Body. |
Complaints (claims)
All incoming complaints are subject to mandatory review, except in the following cases:
| 1. | when the complaint concerns actions or decisions that the Accreditation Body (AB) did not undertake (did not make); |
| 2. | when the complaint concerns the activities of a conformity assessment body (CAB) that was not accredited by the AB; |
| 3. | when the complaint was received from an unidentified person or organization; |
| 4. | when the appeal or claim is expressed verbally; |
| 5. | when the complaint was received from an organization that is not directly interested (did not request accreditation and was not accredited) in changing the decision taken by the AB. |
| In cases where the complaint concerns an accredited CAB, but the author of the complaint has not contacted this CAB with a request for its consideration, he or she should be asked to do so. |
| 20 | days complaint review period from the date of its receipt by the Accreditation Body | Maximum period — 60 days |
If the complaint requires a longer period of consideration, the person or organization from which it was received is informed of the time period during which the decision will be communicated to them. In any case, the review period may not exceed 60 days.
| Confidentiality Information about the conformity assessment body received from the complainant is considered confidential. The source of such information is considered confidential by the Accreditation Body, unless otherwise agreed with the source. |
Appeals
All incoming appeals are subject to mandatory review, except in the following cases:
| 1. | when the appeal concerns decisions that the AB did not make; |
| 2. | when the appeal was received from an unidentified person or organization; |
| 3. | when the appeal is made verbally; |
| 4. | when the appeal was received from an organization in respect of which the AB did not take the appealed decision. |
| 30 | days appeal review period from the date of its receipt by the Accreditation Body | Maximum period — 60 days |
If the appeal requires a longer period of consideration, the person or organization from which it was received is informed of the time period during which the decision will be communicated to them. In any case, the review period may not exceed 60 days.