PROCEDURE FOR CONSIDERING COMPLIANTS
AND APPEALS

The applicant or other person has the right to make a complaint with the certification body in the event of detection of any violation by its activities or the activities of specific employees of the certification body.

A complaint may be made in free form to the Chief Executive officer of OOO NITS PB (LLC) with the obligatory indication of the complainant’s details, namely: (name of the organization, address of location, e-mail address, contact telephone number, in the case of an appeal filed by an individual – full name, address of registration, e-mail address, contact telephone number), including the subject of the complaint.

The applicant independently forms a set of documents attached to the complaint, sufficient to confirm the authenticity and further consideration of the appeal.

Based on the received complaint, the quality manager prepares within one working day a draft Order on the formation of the Complaints Review Commission (hereinafter referred to as the Commission) indicating the date of the Commission meeting. The draft Order is approved by the Chief Executive officer of OOO NITS PB (LLC).

During its consideration, the quality manager may request additional materials from the certification body and/or the complainant, and may conduct a conversation with the specific employee about whom the complaint was filed, the head of the certification body (if the complaint was sent to the certification body) and/or the complainant.

Based on the results of the complaint review, the quality manager shall prepare the Minutes of the meeting of the Complaints Review Commission, as well as the Decision on the complaint in two copies, one copy of which shall be sent to the complainant within no more than 10 (ten) working days from the date of registration of the complaint. Based on the adopted Decision, the certification body shall take all necessary measures to satisfy the complaint.

If the complainant disagrees with the adopted Decision, he/she has the right to send an appeal to other state control bodies, by sending the relevant information to the OOO NITS PB (LLC), in the name of the Chief Executive officer, by notification.

The applicant has the right to appeal the decision taken by the certification body based on the results of the conformity assessment work in the event of a justified disagreement with

An appeal may be filed in free form to the Chief Executive officer of OOO NITS PB (LLC) with the mandatory indication of the person filing the appeal (name of the organization, location address, email address, contact telephone number, in the case of an appeal filed by an individual registered as an individual entrepreneur - full name, registration address, email address, contact telephone number), as well as the subject of the appeal.

The applicant independently forms a set of documents attached to the appeal, sufficient to confirm the authenticity and consideration of the appeal. The Chief Executive officer transfers the received appeal to the quality manager for its identification as an appeal.

Within one working day, the quality manager sends the appealer a written notification of its receipt in free form with the mandatory indication of the assigned registration number.
The quality manager forwards the registered appeal with the documents attached to it to the Impartiality Ensuring Committee for its consideration.
During the consideration of the appeal, the Impartiality Ensuring Committee has the right to request additional materials from the certification body and/or the appealer within the framework of the appeal under consideration, including all records prepared by the certification body during the course of the work on confirming compliance.

All members of the Committee for Ensuring Impartiality sign a confidentiality agreement and a statement of impartiality with OOO NITS PB (LLC).

All information obtained during the appeal process is confidential and may not be disclosed without the written consent of the appellant.

Based on the results of the appeal review, the Impartiality Committee shall prepare the Protocol of the meeting of the Impartiality Committee, as well as the Decision on the appeal in two copies, which shall be sent to the applicant within no more than 10 (ten) business days from the date of registration of the appeal.
Based on the results of the appeal review, the Impartiality Committee shall prepare the Protocol of the meeting of the Impartiality Committee, as well as the Decision on the appeal in two copies, which shall be sent to the applicant within no more than 10 (ten) business days from the date of registration of the appeal.
Based on the adopted Decision, the certification body shall take all necessary measures to satisfy the appeal.

The decision of the Committee for Ensuring Impartiality is final and is not subject to reconsideration by the OOO NITS PB (LLC).

If the appellant disagrees with the adopted Decision, he/she has the right to send an appeal to other state control bodies, by sending the relevant information to the OOO NITS PB (LLC), in the name of the Chief Executive officer, by notification.