Complaints
A complaint is a submission by which the complainant seeks protection of their rights and legally protected interests that have been threatened or violated by the activities of the organization or the actions of its managers and employees. TI has adopted procedures governing the recording and systematic resolution of complaints. The place for submitting complaints regarding all TI activities is the TI headquarters and the relevant TI workplaces according to local jurisdiction.
Appeals
Submissions containing an objection to inspection or certification activities or their results, and which do not meet the criteria of a complaint, are considered appeals (this term is not identical to the term ‘appeal’ under Act No. 71/1967 Coll. on Administrative Proceedings). When filing an appeal, the procedure follows Art. 2, paragraphs 1, 2, and 3, and appropriately paragraphs 4 and 5 of the Directive for Handling Complaints.
Note: Anonymous appeals are not accepted.
Appeals are handled by the Director of the Technical Department (Technical Manager) without undue delay:
- directly, in simple and obvious cases,
- by convening an expert group,
- through an on-site investigation.
The members of the expert group are determined by the Director of the Technical Department. Usually, the members include the chief inspector or technical guarantor, the quality manager, and a representative of the affected workplace. The decision for an on-site investigation is issued in writing, specifying the persons, procedures, deadlines, and responsibilities.
Other Submissions
Other submissions are proposals aimed at the performance of an inspector’s activities. Complaints, other submissions, and appeals concerning the activities of an inspector are a standing item on the meeting agenda where TI management evaluates the effectiveness of the quality system (management review of the quality system).
The retention of all complaints and appeals, as well as activities performed by Technická inšpekcia, a.s., is addressed by the Registry Management Regulations and the Directive for Handling Complaints.