Appeals and complaints

CVI solves all appeals and complaints according to its internal directives promptly with respect to principles of impartiality and reticence.

Principles of solving appeals and complaints of clients and certified organizations can be found in the CERTIFICATION AGREEMENT. Submission, investigation and decision on appeals do not result in any discriminatory actions against the appellant.

After assessment of legitimacy of the appeal/complaint, CVI informs the appellant/complainant, if possible, about acceptance or declining the appeal /complaint. On request, CVI provides the appellant/complainant with progress reports and that of outcome at a suitable time.

CVI determines, together with the client and the complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public. If agreement is not reached, CVI decides unilaterally.