A decision taken by TÜRCERT Teknik Kontrol ve Belgelendirme A.Ş. in any stage of conformity assessment studies or inspection and test works or at any stage of system installation may not be considered appropriate by the institution or organization being serviced. In this case, the re-evaluation of the decision may be requested by this institution or organization. In this case objection It is called.
In relation to the activities of TÜRCERT, as well as in relation to the activities of the institution or organization given a document, any person or organization, dissatisfaction is considered to be a complaint. Complaintsmay be made by any person or organization about TÜRCERT or about the institution or organization that TÜRCERT has given a document.
No complaints have been made for the complaints. What is important is that the complaint is related to certification activities. If the complaint is related to the certification activities, the complaint is taken into consideration.
If the certificate owner institution or organization cannot provide sufficient response to the complaints it has received, or if the management of the related management system has not been effective, TÜRCERT may suspend the document and initiate the procedure for the revocation of the document.
TÜRCERT, within the organizational structure, consists of three persons appointed by the General Manager Objection and Complaint Evaluation Committee There. Objections and complaints about decisions taken during certification studies are evaluated and resolved by this committee.
Within the scope of the certification activities, objections to the content of the audit, such as the audit reports and audit teams, may be made in writing or orally. The objections received are first recorded in the Appeals and Complaints Evaluation Form and the situation is notified to the Management Representative. The Management Representative, together with the responsible manager, has to evaluate the objection within seven days and inform the person or organization that is appealing. If the objection is accepted, it is sent to the Objection and Complaint Evaluation Committee for discussion.
Corrective and preventive actions are initiated immediately, if necessary, depending on the decision to be taken by the Objection and Complaint Evaluation Committee.
Within one month from the date of the appeal, the result is notified to the objecting party in writing.
The subject of the grievances may be related to the certification activities as well as the institutions or organizations that are certified. The complaints to be followed in the certification activities are the same as in the same objections.
However, if the subject of the complaint is due to a nonconformity in the management systems of the certified organizations, the Management Representative shall notify the relevant institution or organization in writing and request the notification of the arrangements made or made about the complaint made within seven days. Depending on the severity of the complaint, the Management Representative may request an audit at the certified body. Information from the organization is discussed at the Appeals and Complaints Evaluation Committee and corrective and preventive actions are initiated in line with the decision to be taken.
Within one month from the date of the complaint, the result is notified to the complaining party in writing.