Reviewed complaints, suggestions and appeals customers

 Reviewed complaints, suggestions and appeals customers 
      Claims of clients mean any oral or written claims of clients in which he/she expresses unsatisfaction of rendered services by certification body. All written complaints and proposals of clients are registered in the log of incoming documents and in the report.

       The report on complaints of the client is represented to the head of certification body for consideration and decision-making.

       The claim of clients is considered as reasonable. In case of unreasonable claim and proposal, the client should provide oral or written explanation at the discretion of the head of certification body. Written claims and proposals shall be always relied in written form.

Justified claims and proposals require actions on correction.

       The head of certification body shall reply in written form to all justified claims and proposals in a possible shortest time, the reply shall contain the description of immediate actions on correction which should be undertaken, and also an explanation for exclusion of problem repeated occurrence.

        It is necessary to consider the claim of the client "closed" when the client has expressed satisfaction with the decision or if the client reply to the message sent will not be received within one month.

        The chief specialist of certification body maintains report log on claims of clients according to the established form.

ORDER OF CONSIDERATION OF THE APPEAL IN CERTIFICATION BODY

The appeal means appealing of any decision on the issues related to certification to the instance having the right of reconsideration of the case in essence.

The appellant - organization or person filing an application.

• Appeals can be submitted in the following cases:
• Refusal in delivery of certificate of conformity for products;

Certificate action termination or suspension.

      Appeals can be submitted and in the other cases of occurrence of disputes between the applicant, test laboratory or certification body.

      Appeals can be submitted to certification body, National Body on Certification (NBC) or to the economic court.

In case of occurrence of dispute interested parties should accept all possible actions for dispute resolution. Arising conflicts should be settled as working procedures.

If satisfactory decision it is not found, dispute shall be resolved by consideration of the official claim by the third party.

Appeal procedure should correspond to the following principles:

• Confidentiality.

If the customer declares that at discussion of appeal the information which is confidential or mentioning property right should be considered at carrying out of appeal commission session.

Commission members should not disclose the information.

Appellant and commission members are notified in advance about each session of the appeal commission.

Actions of the parties which have caused appeal procedure should be documented and available for review by commission members.

Members of the appeal commission should be competent in the considered area.

Each of interested parties has the right to state completely the point of view and to protect the interests at the appeal.

The decision of the appeal commission should be based on strict observance of the laws and statutory acts.

The decision of the appeal commission should be impartial.

The report of each appeal should be prepared and signed by all participating parties.

The required term for each stage of appeal should be defined.

ORDER OF APPEAL CONSIDERATION AT CERTIFICATION BODY

In case of disagreement with results of certification, the appellant has the right to appeal in 15 days term to certification body.

Appeal representation is preceded by acquaintance of the appellant with appeal procedure.

The appellant represents the official claim addressed to the head of certification body with a statement of an essence of the conflict.

Certification body governing board within 3 days appoints the Chairman of the appeal commission who is responsible for creation of the commission and observance of appeal procedures.

The chairman of the appeal commission should be independent person. It can be the regular employee of certification body, but cannot be that.

The Chairman forms a structure of the appeal commission within 5-days consisting of not less than 4 persons.

Any commission member should not be connected with conflicting parties.

The commission structure can include representatives of Uzstandart Agency, certification bodies, etc.

At consideration of dispute, concerning application of the standard, the commission structure should include the representative of technical committee on standardization, the base organization on standardization or the developer responsible for the considered standard.

The structure of the appeal commission to be coordinated with the participating parties.

Certification body responsible for communication carries out duties of the secretary of the appeal commission without a vote. Its duties include reception of appeals and their preparation for consideration.

As preparation for work of the appeal commission, the secretary requests the appellant about provision of information within two weeks required for consideration of the appeal, and also requests other conflicting party about provision of information in the same term which proves to be true or explains a situation.

The document containing the essence of claim together with the arriving additional information is dispatched by the secretary to the appeal commission members.

The appeal commission can consider an issue at sessions or by the way of correspondence with observance of the confidentiality conditions.

Interested parties should be notified beforehand (prior to 5 days) on consideration of the appeal and the offered agenda.

Commission task include studying of the essence of claim and decision-making. With this purpose  the commission should study the provided materials and to interrogate directly those and other parties and experts if the commission or one of the parties considers it necessary.

Representatives of conflicting parties have the right to be present at session as observers.

The appeal commission should approach objectively to consideration of an issue and make the decision by simple majority of votes. The chairman usually should not vote, but if votes were distributed fifty-fifty, he should make the final decision.

At voting by correspondence the decision is considered accepted if it is approved by the simple majority of committee members. Committee members should inform without fail the opinion within 15 days term. If votes were divided fifty-fifty, the decision is taken by the chairman.

The decision of the appeal commission should be taken out not later than in a month after its appointment.

• As a rule, the decision of the appeal commission can be the following:
• To issue certificate;
• To refuse issuance of certificate;
• To cancel provided certificate.

The report of consideration of the appeal is transferred to interested parties and to certification body.

In case of need to take correction measures concerning the contents of the standards which is a subject of dispute.                            

Reports of consideration of appeals should be accessible to all certification bodies.

If there are no objections within two weeks the decision is considered as accepted.

If one of conflicting parties does not agree with the decision of the appeal commission of certification body, it has the right to appeal within 15 days to the National Certification System of the Republic of Uzbekistan.

Each party incurs own expenses. In case of attraction of experts, payment of their services is compensated by a defeated party.