Complaints and Appeals
We assess your complaints about our activities or a product we have certified, and your appeals against our decisions, impartially and within defined time limits.
How does it work?
Your complaints and appeals are assessed in the following steps.
- 1
Submission
You submit your notification using the form on this page, by e-mail, by telephone or in writing.
- 2
Review
Your notification is registered and reviewed impartially by persons not involved in the matter.
- 3
Response
An acknowledgement of receipt is sent to you in writing within 1 week at the latest, and the outcome within 1 month at the latest.
Complaint or appeal?
- Complaint: An expression of dissatisfaction with İNTEGRA96's activities or with a product it has certified.
- Appeal: A request for reconsideration of a decision made by İNTEGRA96 (refusal to certify, suspension, withdrawal, reduction of scope, inspection result). You may appeal within 1 month of being notified of the decision.
Complaints process
| Step | Action | Time limit |
|---|---|---|
| 1 | The complaint is registered; it is determined whether it is valid and whether it falls within our area of responsibility. | On the day of receipt |
| 2 | You are notified in writing that the complaint has been received and of the process to be followed. | Within 1 week at the latest |
| 3 | The complaint is investigated; corrective action is initiated if necessary. | — |
| 4 | You are notified in writing of the outcome and the measures taken. | Within 1 month of receipt at the latest |
| 5 | If you do not accept the outcome, your complaint becomes an appeal. | — |
For a complaint about a certified product, the certificate holder is informed and surveillance is initiated if necessary. In the case of a nonconformity affecting the safety of persons and property, the certification decision is reconsidered and the notifying authority is informed.
Appeals process
| Step | Action | Time limit |
|---|---|---|
| 1 | The appeal is registered. | — |
| 2 | The Complaints and Appeals Evaluation Committee is convened; it is confirmed that its members have no connection with the decision under appeal. | Immediately |
| 3 | The committee meets and examines the appeal. | Within 1 week at the latest |
| 4 | The committee announces its decision. | Within 1 month at the latest |
| 5 | You are notified of the decision in writing. | 1 week |
The committee's decision is final as far as our organisation is concerned. After this decision, or if the stated time limits are exceeded, you may apply to the Accreditation Body or the relevant Ministry.
Our principles
- A complaint or appeal does not lead to any discriminatory treatment of the person who made it.
- No one involved in making or assessing the decision under appeal may take part in the evaluation of that appeal.
- In a complaint concerning a member of staff, that person may not take part in the evaluation and may not access the complaint record.
- Those involved in the process observe the principles of impartiality and confidentiality.