OSB LLC "TsSD" LLC "CSD" "Rules for filing complaints and appeals Complaints and Appeals Rules In the event of any controversial issues and complaints about the quality of the certification body LLC "Certification and Declaration Center", the interested party can apply to the certification body with a complaint. The presence of complaints and claims to the activities of the PCB LLC "TsSD" is the basis for internal audits and development of management actions. By the decision of the Federal Accreditation Service, work on complaints from applicants is mandatory. The product certification body LLC "CSD" has developed a procedure for considering complaints, which is given in Appendix 11 of the "Quality Manual". 1. General Provisions - Receiving and considering complaints is a way to protect the interests of consumers of services provided by OSB LLC “CSD”. The regulations of the complaints procedure are in the public domain on the website of the OSB LLC "CSD". - The applicant can be any organization, a person participating in the conformity confirmation process or a person interested in the results of conformity confirmation, whose right, in its opinion, has been violated. - The applicant has the right to file a complaint with the OSB LLC TsSD, based on the results of the work, to confirm compliance related to the main activities of the OSB LLC TsSD, with a request to revise the decision taken by the OSB LLC TsSD in relation to this object. - При рассмотрении жалоб ОСП ООО «ЦСД» руководствуется настоящей процедурой, документами, регламентирующими деятельность в области подтверждения соответствия продукции, документам СМК ОСП ООО «ЦСД». - При рассмотрении жалобы между ОСП ООО «ЦСД» и заявителем обеспечивается и соблюдается объективность, справедливость, беспристрастность и конфиденциальность. - При рассмотрении жалобы участвуют компетентные сотрудники ОСП ООО «ЦСД», имеющие непосредственное отношение к предмету жалобы, а также заинтересованные представители сторон. - Результатом работы рассмотрения жалобы в ОСП ООО «ЦСД» является решение возникшей проблемы или мотивированный отказ. - In case of disagreement with this decision on the complaint, the applicant has the right to appeal against it by filing an appeal with the PCB LLC "CSD", or contact higher authorities. 2. Rules for filing and receiving complaints - In cases of disagreement on issues related to the main activity in relation to confirmation of compliance with OSB LLC TsSD, the applicant has the right to appeal on controversial issues with a complaint addressed to the General Director of OSB LLC TsSD. - The complaint must be filed in accordance with the rules for filing in the prescribed manner. The complaint must indicate the reasons for the disagreement, substantiate the disagreement with the decision of the PCB LLC "TsSD", indicate the documents, etc. - The complaint is filed by mail, fax, to the email address of OSB LLC CSD, in writing, no later than 30 calendar days after the decision of OSB LLC CSD, with which the applicant does not agree. - The receipt of each complaint is immediately confirmed to the complainant (for example, by mail, phone or e-mail) with the obligatory confirmation from him of the fact of receipt of the registration of his complaint. - The decision on the complaint is drawn up by the OSB LLC TsSD within 30 working days from the date of registration of the complaint. - In case of disagreement with the decision taken, the applicant has the right to appeal it by filing an appeal with the PCB LLC "CSD" or apply to higher authorities. 3. General provisions on appeal - Reception and consideration of appeals is a way to protect the interests of consumers of services provided by OSB LLC "CSD". The regulations of the procedure for considering appeals are publicly available on the website of the OSB LLC TsSD. - An appellant can be any organization or person participating in the certification process, interested in the results of certification, whose rights, in its opinion, have been violated. - The appellant has the right to appeal to the PCB LLC "CSD" with a request to reconsider the decision on the complaint made by this body in relation to this object, based on the results of the work on confirmation of conformity related to the main activities of the body. 4. Rules for registration and reception of appeals - In cases of disagreement between the participants on issues related to the activities of the PCB LLC "CSD", the appellant has the right to appeal on controversial issues with an appeal to the chairman of the Appeals Commission of the PCB LLC "CSD". - The appeal must be made in accordance with the rules of registration in the prescribed manner. The appeal must indicate the reasons for the dispute, substantiate the disagreement with the decision of the PCB LLC "CSD", indicate the documents, etc. - The appeal is filed by mail, fax, to an e-mail address, in writing to the PCB LLC "CSD" no later than 30 calendar days after the decision of the PCB LLC "CSD", with which the appellant does not agree. - Receipt of each appeal is immediately confirmed to the appellant (for example, by mail, telephone or e-mail) with the obligatory confirmation from the appellant that the registration of his appeal has been received. - PCB LLC "TsSD" may require the appellant to submit additional documents necessary for making a decision on controversial issues. The composition of the documents attached to the application on disputable issues is determined by the appellant depending on the essence of the disputable situation. - The decision on the appeal is sent to the appellant by the secretary, in writing no later than 30 working days from the date of its registration, using the means of communication that provide a fixed dispatch or against receipt. A copy of the minutes and decisions of the Commission remains with the secretary of the PCB LLC "CSD". - If there is no objection from the appellant to the decision on the appeal within 30 calendar days from the date of its dispatch, it is considered adopted. - If the appellant disagrees with the decision, he may, by notifying the OSB LLC "CSD", apply to the higher authorities. - The decision of the higher authorities is final USEFUL LINKS Federal Service for Accreditation Federal Service for Surveillance in Healthcare Federal Agency for Technical Regulation and Metrology ROSAKKREDITATSIYA NEWS On accepting applications for accreditation in the national accreditation system only in the form of an electronic document In accordance with part 8 of article 16 of the Federal Law of December 28, 2013 No. 412-FZ "On accreditation in the national accreditation system" ... 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