FAQ
Procedure for the LABORATORY
Procedure for the CERTIFICATION DEPARTMENT
Contact information
One of our priorities is to provide you withtransparency and ease in dealing with our departments. Therefore, on our site you will find detailed descriptions of the procedures and policies for each department, which can be helpful when filing complaints, requests or appeals.
Our customers are our most important to us, so we strive to ensure that each request is handled fairly and in accordance with applicable regulations. We encourage you to review our materials, and if you have any questions or need additional assistance, we are at your disposal.
Thank you for your trust and welcome to use our services!
Detailed information about the appeal process
REFRIGERATION EQUIPMENT LABORATORY
Complaints and appeals regarding the activities of the laboratory should be submitted in writing.
Complaints and appeals in written form should be addressed to:
Central Cooling Center COCH in Krakow Ltd. ul. Juliusza Lea 116, 30-133 Krakow or sent via email to: laboratorium@coch.pl
Each complaint and appeal concerning activities for which COCH is responsible will be reviewed by individuals not involved in the actions related to the complaint or appeal.
COCH does not engage in any discriminatory actions against the complainant/apellant.
COCH conducts an explanatory procedure. The procedure aims to gather and verify all necessary information (to the extent possible) to make a proper decision regarding the complaint or appeal. Throughout the review process, COCH ensures confidentiality and impartiality regarding the complainant/appellant and the subject matter of the complaint or appeal.
A complaint may concern any aspect of COCH laboratory activities. All complaints are processed within 30 days from the date of submission. If it’s not possible to resolve the complaint within this timeframe, COCH will inform about the actions taken and provide an approximate timeline for resolution.
Where possible, COCH:
confirms receipt of the complaint/appeal, provides information on progress and results of the complaint review, provides information on the conclusion of the complaint review process and its outcome.
The complaint handling procedure is available to all interested parties upon request.
CERTIFICATION DEPARTMENT
Complaints and appeals can be submitted in written or oral form.
In written form, complaints and appeals should be addressed to: Central Cooling Center COCH in Krakow Ltd., 30-133 Krakow, ul. Juliusza Lea 116, or sent via email to: certyfikacja@coch.pl
In oral form, complaints and appeals can be made in person at the COCH headquarters (Certification Department), or by phone at +48 12 637 09 33.
Each complaint and appeal regarding activities for which COCH is responsible will be reviewed by individuals not involved in the actions related to the complaint or appeal.
COCH does not engage in any discriminatory actions against the complainant/apellant.
COCH conducts an explanatory procedure. The procedure aims to gather and verify all necessary information (to the extent possible) to make a proper decision regarding the complaint or appeal.
Throughout the complaint or appeal review process, COCH ensures confidentiality and impartiality regarding the complainant/appellant and the subject matter.
A complaint may concern any aspect of COCH’s activities or a certified client.
An appeal may concern a decision unfavorable to the client by the certification body, regarding:
- Suspension of the certification process,
- Refusal to issue a certificate,
- Limitation of the certification scope,
- Suspension or withdrawal of the certificate.
All complaints (appeals) are processed within 30 days from the date of submission (for complaints concerning certified persons, within 3 months from receipt). If resolution within these timeframes is not possible, COCH informs about the actions taken and provides an approximate timeline for resolution.
Where possible, COCH:
- Confirms receipt of the complaint/appeal,
- Provides information on the progress and results of the complaint/appeal review,
- Provides information on the conclusion of the complaint/appeal review process and its outcome.
In the case of a complaint concerning a certified person, COCH:
- Informs the certified client in writing about the complaint received,
- After determining how the complaint will be handled, provides written information to the complainant and the certified client regarding the handling of the complaint,
- Verifies whether the certified client has implemented corrections and/or corrective (and/or preventive) actions resulting from the complaint review, and informs the complainant in writing about the actions taken,
- Together with the client and the complainant, determines whether and to what extent the subject matter of the complaint and its resolution should be made public.
The procedure for handling appeals and/or complaints is made available to all interested parties upon request.
