Rimedio
Reclami e ricorsi
People who deal with an accreditation body need a way to say that something has gone wrong, and a way to ask for a decision to be looked at again. Those are different acts. Both depend on a procedure that has been adopted and published.
The distinction
- Reclamo
- An expression of dissatisfaction with AKZERT’s conduct, with the conduct of a person acting for it, or with the way a process was carried out. A complaint asks for the concern to be examined. It is not, by itself, a request to reverse a decision.
- Ricorso
- A request, by the body affected, that a decision adverse to it be reconsidered. An appeal is available only where a decision of that kind has been taken, and only within the procedure that governs it.
What a published procedure would set out
A usable procedure identifies where a complaint or an appeal is sent, what information is needed, how the matter is kept independent of the people complained about, how the outcome is recorded, and what the person who raised it is told. It also says whether any period applies. Those periods are not invented on this page.
The complaints and appeals procedure is listed in the document centre as a placeholder. It has no reference number and no file. When a procedure is approved, the file will replace the placeholder and this page will point to it.
Domande
Can a customer of an accredited body complain here about that body?
A complaint about the way a laboratory or certification body did its own work is, in the first place, a matter for that body’s complaints process. A complaint that an accredited body is acting outside its scope, or that a published record is wrong, can be raised with the accreditation body. Because no accreditation is currently published, there is no AKZERT record to complain against. The contact form can still receive a message when delivery is configured.
Is there a committee that hears appeals today?
No committee is named, because none has been verified for publication. An appeal route will be described in the procedure when that procedure exists. This page does not create one by description.