Information on how to address complaints and appeals
All complaints and appeals regarding activities for which COCH is responsible are handled by personnel not involved in the activities related to the complaint or appeal.
COCH does not take any discriminatory action against the complainant/appealer.
COCH undertakes an examination procedure. The investigation is intended to collect and verify all necessary information (to the extent possible) to make an appropriate decision regarding the complaint or appeal.
In the process of handling complaints or appeals, COCH ensures confidentiality and impartiality with regard to the complainant or appellant and the subject of the complaint or appeal.
A complaint may concern any aspect of COCH's activities and the certified person (certified Client).
An appeal may concern a decision of the certification body that is unsuccessful for the Client, on a matter:
- discontinuation of the certification process,
- refusal to grant certification,
- limitation of the scope of certification,
- suspension or revocation of the certificate.
All complaints (appeals) are processed within 30 days from the date of submission (while those concerning a certified person within 3 months of receipt). In the case that it is not possible to process the complaint (appeal) within these deadlines, the Unit shall inform about the action taken and the approximate date for processing the complaint (appeal).
If possible COCH:
- confirms the acceptance of the complaint / appeal,
- provides information on the progress and results of the processing of the complaint / appeal,
- provides information on the completion of the processing of the complaint / appeal and its outcome.
If a complaint is received regarding a COCH certified person:
- informs the certified customer in writing of the receipt of the complaint,
- after determining the manner in which the complaint will be handled, provides written information to the complainant and to the certified customer on the manner in which the complaint was handled,
- verifies that the certified customer has carried out correction and/or taken corrective (and/or preventive) action as a result of the complaint, and then notifies the complainant in writing of the action taken. Determines jointly with the customer and the complainant whether and to what extent the subject 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.