Complaints
Complaint typically refers to an expression of dissatisfaction or discontent regarding certification
process. The complaint handling process of TÜV has following steps:
- All client complaints, whether verbal or written are considered & recorded.
- All client complaints are reviewed by the MR who will raise CPA to the concerned to further investigate the matter.
- When investigating the cause of a client complaint or implementing any resulting necessary corrective action, those responsible shall ensure that any supporting details or documents are recorded.
- A client complaint shall be considered as “closed” when a fair corrective action has taken place and this should be entered on the CPA Log.
- All completed client complaint forms must be copied to the GM Certification for analysis and reporting and discussion during Management Review. The Management Representative will maintain a CPA Log for reporting and analysis purposes.
- The TÜV shall notify to the complainant at the end of the complaint handling process.
