Complaints and Appeals
TRECCERT is committed to providing high-quality services to all its’ clients. However, we recognize that sometimes difficulties and issues can arise. The complaint and appeal procedures below provide you with the opportunity to raise a concern or issue, ensuring that TRECCERT treats all complaints and appeals as an opportunity for improvement.
If you have a concern or issue related to the delivery or quality of TRECCERT services, please check the procedures outlined below.
Which Procedure to Use?
A complaint is considered any statement or expression of dissatisfaction about TRECCERT services provided by us or on our behalf. Complaints are handled by the individual to whom the complaint is raised, or by the Department Manager, depending on the nature of the complaint (Formal or Informal).
An appeal is considered any statement for reconsideration of an unfavorable decision or against the complaint process outcomes related to TRECCERT services. Appeals are handled by the Appeals Panel, which is an independent body from TRECCERT members and its activities.
Informal complaints are handled by the TRECCERT representative to whom the complaint has been raised. The resolution for informal complaints is communicated to the complainant within 5 working days.
Complainants that are not satisfied with the informal complaint outcome can raise a formal complaint at email@example.com. Formal complaints are escalated to the head of the respective department or division (as applicable).
The resolution for formal complaints is communicated to the complainant within 25 working days.
Complaints completed anonymously or submitted after 30 days from the date of the issue arising will be not considered.
Learning from Complaints
TRECCERT reviews complaints at regular intervals to identify potential trends that may indicate a need to take improvement action(s).
Appeals at TRECCERT are handled by the Appeal Panel, which is comprised by members that are not involved in any certification activity. Resolutions and related decisions taken by this body are definitive.
Individuals that want to file an appeal must pay EUR 150, and submit the payment confirmation together with the completed appeal form at firstname.lastname@example.org.
The resolution of the appeal is communicated to the appellant within 60 days from the date of the appeal request.
Note: Appeals will be processed upon confirmed payment of the appeal fee and completion of the appeal form.
Appeals completed anonymously or submitted after 30 days from the date of the issue arising will be not considered.
Learning from Appeals
TRECCERT reviews appeals at regular intervals to identify potential trends that may indicate a need to take improvement action(s).