The procedure for filing and considering complaints, claims and appeals
Appeal form
Complaint form
The procedure for filing and considering complaints, claims and appeals
The applicant can be any person / organization participating in the certification process or interested in the results of certification carried out by OS YURS-RUS or a person / organization that received such a certificate.
Initially, for filing a complaint or claim, the applicant can contact the OS YURS-RUS by any available method (via phone, e-mail, website).
An employee of OS YURS-RUS who received such an appeal verbally notifies the applicant that he must send a formal complaint or claim directly to the Head of OS YURS-RUS, in which:
the subject of the complaint or claim is stated;
potential parties - participants in the conflict are determined;
describes the participation of the applicant in the events that preceded the application and became the reason for contacting the certification body;
a solution is proposed (if necessary).
Written applications containing signs of a complaint or claim must be immediately transferred to the administrator of OS YURS-RUS for registration.
When an appeal is received in writing to the OS YURS-RUS within 2 days from the date of receipt, it is necessary to ensure that the appeal is transferred to the Head of the OS YURS-RUS or the acting Head of the OS.
The complaint or grievance must be filed within 30 days from the date of the event that caused it.
The application is submitted to the name of the Head of OS YURS-RUS.
The administrator of OS YURS-RUS registers applications and appeals containing signs of a complaint, claim or appeal in the registration database of incoming documentation and transfers the application for consideration to the Head of the OS within 2 days from the date of its receipt.
Note: The certification body will keep anonymous information about the originator of the complaint or claim, if specified in the application.
OS YURS-RUS has the right to reject a complaint or claim that does not meet the above requirements in substance or does not concern certification actions for which OS YURS-RUS is responsible. The refusal must be in writing, explain the reason for the refusal and indicate the possibility of their elimination and, information on how to correct the deficiencies. A notice of refusal to consider a complaint, claim or appeal is prepared by the executive of the office at the direction of the Head of OS YURS-RUS and sent to the applicant at the addresses indicated in the application. This notification must be sent no later than 3 days from the date of the relevant decision.
The decision to refuse to accept the complaint or claim as not complying with the requirements for its filing can be appealed to the Certification Committee of OS YURS-RUS by filing an appeal.
30 days are given for consideration of an application with a complaint or a claim by OS YURS-RUS. The countdown starts from the moment you receive an application that meets the above requirements.
If the claim is substantiated, it is forwarded to the quality management representative to determine the grading (complaint or claim), appoint the responsible officers to investigate and decide on the complaint / claim. The appointment of responsible employees should be made taking into account the specifics of the complaint / claim filed, qualifications, powers and responsibility. These employees should not be related to the subject of this complaint / claim. In the event that the complaint or claim is not directly related to the actions of the Head of OS YURS-RUS, then the final decision regarding the complaint or claim is made by the Head of OS YURS-RUS.
After completing this work, the office employee prepares an initial response to the applicant, and transfers the package of documents to the appointed employee.
Note: Anonymous complaints and expressions of dissatisfaction that do not qualify as complaints are counted as stakeholder comments and are considered during the subsequent audit.
At the request of the applicant, OS YURS-RUS can provide the applicant with information on the course of consideration of the complaint / claim.
The official language of correspondence with interested parties on the territory of the Russian Federation is Russian.
If the defendant party does not respond to the requests of OS YURS-RUS and does not agree to reasonable cooperation in order to resolve the situation, OS YURS-RUS reserves the right, if necessary, to conduct an additional check of the defendant's QMS, suspend or cancel the certificate of conformity ...
If OS YURS-RUS determines the need for an unscheduled inspection, it must be carried out within 90 days from the date of such a decision.
In the event of a complaint, an employee of OS YURS-RUS, appointed responsible for the consideration of the complaint, conducts an investigation in order to identify internal and / or external causes of the complaint and prepares solutions aimed at satisfying the complaint, eliminating the cause of the identified discrepancy, improving the functioning of the QMS of OS YURS-RUS ...
The decision on the complaint or grievance is approved by the designated person. In cases where the complaint or claim concerns the actions of the Head of OS YURS-RUS directly, the decision regarding this complaint or claim is made by the Certification Committee.
A response indicating the planned measures must be sent to the applicant within 30 days. The response must be in writing and signed by the person assigned to resolve the complaint or grievance.
The answer should contain:
Information on the developed corrective and preventive actions,
Information on the corrective measures taken and planned,
Request for the applicant's consent to the proposed activities.
Information on the implementation of corrective / preventive actions is sent to the applicant no later than 6 months from the date of registration of the application in the electronic journal on the internal server. In exceptional cases, this period can be increased to 1 year. This information is sent in writing to the applicant.
The applicant, who received information about the results of the implementation of corrective / preventive actions, can also, in case of disagreement with their results, appeal to the Certification Committee of OS YURS-RUS.
If, within 2 weeks from the date of sending the letter regarding the planned and taken actions, the applicant receives a letter of disagreement, this complaint / claim is additionally considered and a final decision is made, about which the applicant is informed.
If the applicant is not satisfied with the decision, he can appeal it to the Certification Committee in accordance with the procedure established in this procedure. Decisions on complaints and claims are brought by the Head of OS YURS-RUS to the members of the Certification Committee during the next scheduled meeting, at which the members of the Certification Committee consider, among other things, issues related to impartiality when considering a complaint / claim / dispute.
If the Certification Committee decides on the need to make changes or additions to the decisions made, such decisions of the Certification Committee must be made, and the applicant and, if necessary, other interested parties must be informed about this in a timely manner.
Procedure for considering appeals
The appeal must be filed within 30 days from the date of the event causing the appeal.
The applicant submits an appeal to the Certification Committee in the event of:
the impossibility of resolving the OS YURS-RUS of the issue reflected in the complaint or claim;
disagreement with decisions of OS JURS-RUS on certification activities;
disagreement with the decision of the general director of OS YURS-RUS on the complaint or claim.
The appeal must be considered within 1 month from the date of receipt and registration of the application.
The appeal is filed by the Party whose right, in its opinion, has been violated or the decision made does not satisfy the specified party on the merits.
An application to the Certification Committee must:
determine the party in respect of which it is submitted or the parties to the proceedings, their postal addresses, telephones, e-mail addresses, and other contact details;
contain a statement of the subject of the appeals;
describe the decisions and other results of contacts and hearings that took place between the parties to the disputed legal relationship at the time of filing appeals;
describe the interest of the applicant party in resolving the subject of the appeal and the reason for contacting the Certification Committee;
contain the duly certified consent of the applicant on the consideration of the submitted application by the Certification Committee and the obligation to fulfill such an application or, in case of disagreement with it, to appeal the decision to a higher instance;
propose a solution for discussion to the Certification Committee;
be signed by an authorized person with evidence of such authority attached;
include annexes containing documentary or other evidence on which the complaint is based and a list listing such evidence and / or documents.
The application must be sent by mail, fax or e-mail to the postal address, fax, e-mail of OS JURS-RUS. When an appeal is received in writing within 2 days from the date of receipt, it is necessary to ensure that the appeal is transferred to the Head of OS YURS-RUS or his acting.
If any party is not satisfied with the decision of the Certification Committee, the interested party involved in the consideration of the subject of the appeal can apply for its consideration directly to a higher authority (accreditation body, councils, non-profit organizations, regulatory bodies, owners of certification schemes, etc. etc.) in accordance with its procedures.
In the meantime, there is no need to worry about it. ”