 Useful Informations ContactMagheru Boulevard, no. 2-4, Scala building, office 6-7, 1st floor, sector 1, Bucharest Certificates |
QC by its policy of reclamations/appeals treatment allows the possibility for every client unsatisfied by the certification activity performing to depose by fax, mail, delegate or e-mail, a reclamation or complaint. The TQC Certification Committee Decision regarding the un-granting the certification/recertification or extension of fields will be notified to the plaintiff into a 30 days term from its reception date. The clients considering unfair the TQC Certification Committee Decision regarding the certification granting, un-granting, withdrawal, suspension or reclamations regarding the certification can depose a complaint by fax, mail, delegate or e-mail, into a 30 days term from the date of decision notification. The complaint/reclamation, for being registered and sent to be analyzed, must contain the following information: - Data to identify the plaintiff; - The claimed situation; - The asked resolution. When the appeal is rejected by TQC, the client can address to the competent judicial bodies Reclamations, complaints, appeals are received and registered to the society secretary. For any reclamation it must be answered into a maximum 30 days term from its reception. Reclamations can be: a) The reclamations received directly to the titular of Certificate – and refers to activities/products or characteristics of the provided product which doesn’t correspond to the declared references. Therefore corrective actions are settled by the titular which is obliged to announce in written the certification body and to keep registrations to identify the reclamations and the corrective actions, eventually established preventive actions. b) The reclamations sent to the TQC certification body, reclamations resulted after the certification process development: - The activity of the body’s personnel into the ongoing certification processes; - The result of the undergoing activities. c) The reclamations regarding a client certified by TQC. For any reclamation referring to a certified client, TQC will sent a notice into an 5 days adequate term. TQC will notice the plaintiff about the reclamation reception, in maximum 5 days after its provision or every time is possible or needed concerning the stage of its treatment and the result. Into the cases of the reclamations regarding a TQC certified client, when the CC decision is in plaintiff favor, TQC approves the effectuation of an „ un-programmed” audit focused on reclamation’s object. The un-programmed audit will be announced to the plaintiff at least 15 days before the settled date. Consequently, will be acknowledged the conditions this un-programmed visit must be effectuated. If the conclusions of the audit report settled after this action proves the plaintiff guilt (certified client), it must support all the legal outlays related to the „un-programmed audit”. Any reclamation decision will be communicated to the plaintiff in maximum 30 days term from the date of Analysis Minute elaboration and its treatment. Appeals - The appeals refer usually to the Certification Committee decisions regarding the certification granting/un-granting/maintenance or concerning the measures taken by the TOTAL QUALITY CERT leadership related to its reclamations/complaints. - The period of appeal treatment mustn’t overlap a 30 days.
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