Appeals and Complaints

TI CQ handles appeals and complaints related to certification activities in accordance with the procedures outlined in TI’s controlled documentation.
The procedure for submitting appeals, complaints, and other submissions is addressed by Directive No. 09/S/TI on Handling Complaints and Appeals.
The retention of all complaints and appeals is governed by the Records Management Policy No. 11/PPSR/TI.
A description of the appeals and complaints process is published on the website www.tisr.sk.

Appeals

TI CQ is responsible for all decisions at all levels of the appeals handling process and ensures that only individuals who have not conducted audits or made certification decisions in the case for which an appeal was filed against an audit result or certification decision are assigned to the appeals handling process.
The submission, review, and decision on an appeal must not result in any discriminatory actions against the person who filed it.
TI CQ will acknowledge receipt of the appeal and provide the person who filed it with reports on the resolution and its outcome, as well as an official report on the conclusion of the appeal handling process.
The decision communicated to the person filing the appeal will be prepared, reviewed, and approved by individuals who were not previously involved in the subject matter of the appeal.

Complaints

Upon receiving a complaint, TI CQ will assess whether the complaint pertains to certification activities for which it is responsible (e.g., auditor conduct during an audit, etc.) or whether the complaint concerns a certified client.
TI CQ will collect and verify all necessary information to confirm the validity of the complaint.
When investigating a complaint against a certified client, TI CQ also considers the effectiveness of the client’s certified management system and will notify the client of any complaint against them at an appropriate time.
If possible, TI CQ will acknowledge receipt of the complaint and provide the complainant with reports on the resolution and its outcome, as well as an official report on the conclusion of the complaint handling process.
The decision communicated to the complainant will be prepared, reviewed, and approved by individuals who were not previously involved in the subject matter of the complaint.
TI CQ, together with the client and the complainant, will determine whether, and if so, to what extent the subject of the complaint and its resolution will be made public.