Complaints and Warnings

According to the requirements of UNI CEI EN ISO/IEC 17021 standard (clause 4.7), in order to guarantee confidence, ICEC has established a procedure for handling complaints and warnings, which can be submitted also by the website.

The complaint or the warning can be submitted sending a letter, a fax or an e-mail, but the on-line procedure is preferable, as it is easier for the user and it guarantees the immediate registration and dealing with the information.

Note: the warning is different from the complaint because it does not necessarily imply insatisfaction with the performed services, but can also be a suggestion for improving.

With the complaint, instead, any kind of user (final consumer, user, producer, stakeholder, public administration, etc.) can express his unsatisfaction about a service provided by ICEC or by a certified company.

Before submitting the complaint or the warning, you have to be certain that the behaviour you are reporting about is really related with certification activity performed by ICEC.

ICEC will deal only with warnings / complaints that will be considered as related with its activities or those of its certified companies.

Moreover, the user will have to respect the following criteria and give all the information mentioned in the form (name, surname, user type, e-mail, subject and message). Anonymous or not complete warnings and complaints will not be processed.

From UNI CEI EN ISO/IEC 17021:

"4.7 Responsiveness to complaints

Parties that rely on certification expect to have complaints investigated and, if these are found to be valid, should have confidence that the complaints will be appropriately addressed and that a reasonable effort will be made to resolve the complaints. Effective responsiveness to complaints is an important means of protection for the certification body, its clients and other users of certification against errors, omissions or unreasonable behaviour. Confidence in certification activities is safeguarded when complaints are processed appropriately.

Note An appropriate balance between the principles of openness and confidentiality, including responsiveness to complaints, is necessary in order to demonstrate integrity and credibility to all users of certification."

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