Complaints and Appeals

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.

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