Our company TÜRCERT Technical Control and Certification Inc. has prepared processes for evaluating the objections from customers in the areas it serves. The manner in which the objections were taken, their acceptance, investigation, finalization and recording activities were documented in the relevant processes. These processes include monitoring and evaluating all kinds of objections from the interested parties.
Objections are requests for the evaluation of decisions made by TÜRCERT regarding its customers or related parties once more. At any stage of the service rendered, customers may not consider a decision or a request to be made. In this case, the decision or request may be asked to be evaluated once again. This kind of customer demands are called objections.
For objection applications, the objection and complaint notification form on the TÜRCERT website should be filled out by the person or the organization. When an objection is received, the form is submitted to the Management Representative as soon as possible. The Management Representative, together with the manager of the relevant department, has to deal with the objection within seven days, and to inform the person or organization that has made an objection about the outcome.
If the appeal is justified and accepted, the form is immediately sent to the Appeals and Complaints Evaluation Committee and the objection is evaluated here. Among the members of this committee, there should be no employee involved. The decisions to be taken by the Committee are final and the decision is notified to the Management Representative at the latest within one month.
If a corrective or preventive action is required in the committee, corrective and preventive actions are initiated in accordance with the relevant processes.
After the work on the objection has been completed, the Management Representative shall inform the person or organization that made the objection in writing.
Senior management of TÜRCERT is responsible for collecting, verifying and keeping all information necessary for rapid evaluation and conclusion of the objection.
All objections made are confidential and no information may be given to third parties except where necessary to be made public. Information may also be given to the relevant accreditation body if necessary. Official institutions are informed only to the extent permitted by law.
All information and documents related to the objection are filed and maintained by the Management Representative.
Appeals are a statement of dissatisfaction to customers and TÜRCERT takes maximum care in avoiding any objection during its activities.
