COMPLAINTS1) AND APPEALS2)
Complaints made by any person or organisation that are related to the ATS activities or activities of an accredited conformity assessment body shall be dealt with by the ATS Director in accordance with the written procedure for the resolution thereof.
ATS shall:
- review whether a complaint is justified;
- ensure, where appropriate, that a complaint is first reviewed by an accredited CAB in the light of the complaint related thereto;
- undertake appropriate actions and assess their effects;
- keep records of all complaints and actions that were undertaken, and
- reply to a person filing a complaint.
Complaints that ATS receives and that pertain to conformity assessment bodies accredited by another accreditation body shall be forwarded to the respective accreditation body.
Appeals
An appeal can be lodged to ATS against accreditation decisions within 15 days after the decision has been delivered. The Appeals Committee shall make decisions on the appeals within 30 days following the receipt of appeals. The Appeals Committee shall be established by the ATS Management Board. The procedure to be undertaken by ATS when resolving appeals is laid down by procedure for the resolution thereof.
Decisions of Appeals Committee shall be final, whereas administrative dispute s can be brought against it.
1) Complaint
Expression of dissatisfaction, other than appeal, by any person or organisation, to an accreditation body relating to the activities of that accreditation body or of an accredited CAB where a response is expected.
2) Appeal
Request by a CAB/applicant for accreditation for reconsideration of any decision made by the accreditation body that has adverse effect on a conformity assessment body and that is related to its desired accreditation status.
