Our company TÜRCERT Technical Control and Certification Inc. has prepared its processes for handling complaints from customers or related parties in the areas it serves. The manner in which complaints are received from customers, their acceptance, investigation, conclusion and recordings are documented in the relevant processes. These processes include handling and evaluating complaints from customers or interested parties.
Complaints are negative applications made by customers or interested parties about the activities of TÜRCERT managers and employees or about all activities performed within the scope of accreditation for the persons or organizations that are briefly served about performance, processes, policies and principles.
For the complaint applications, the Objection and Complaint Notification Form on the TÜRCERT website must be completed by the person or organization making the complaint. When a complaint is received, the form is transferred to the Management Representative as soon as possible. The Management Representative, together with the department manager, has to deal with the matter within seven days, evaluate it and inform the person or organization that made the complaint.
If the complaint is justified, the form is immediately sent to the Appeals and Complaint Evaluation Committee and the complaint is evaluated here. The members of this committee should not be the subject of the complaint. The decisions of the Committee are final and the decision is notified to the Management Representative at the latest within one month.
If there is a need for corrective or preventive action in the committee, corrective and preventive actions are initiated immediately following the relevant processes.
After the work on the subject of the complaint is completed, the Management Representative notifies the person or organization in writing.
TÜRCERT senior management is responsible for the collection, verification and confidentiality of all information necessary for the quick evaluation and resolution of complaints.
All complaints are confidential and no information can be provided to third parties except when it is required to be made public. In addition, the relevant accreditation body can be informed if necessary. Official institutions are only informed to the extent permitted by law.
All information and documents related to the complaint are filed and kept by the Management Representative.
As the complaints are dissatisfaction of customers or interested parties, TÜRCERT takes maximum care not to include complaints during its activities.
