Complaints and disagreements
UDICER/NAUTITEST has policies and procedures for resolution of complaints, recourses and of controversies coming from customers or other parts about certification management la or any other issue.
All complaints, recourses and controversies concerning UDICER’s activities should be written addressed to UDICER/NAUTITEST and reported to technical Supervisor and Administration. Only written complaints are acceptable for formal remedies.
Technical Manager is responsible for registration to the Complaints Register and on the module concerning the Non-Compliance Report, to start up an inquest and to arrange the dossier. He can work with the AQ. He can work in collaboration with the AQ (Quality Assurance Manager) and with the responsible of local unit among the developer.
Remedial actions start promptly and its effectiveness verified on next Management meeting .Any interested party can also lodge a complaint against UDICER’s decisions about the following cases:
- Refusal of certification request
- Withdrawal, set-aside and annulment of certification
Recourses should be written submitted to UDICER with all available and relevant documentation within three (3) months from decision of rejecting, withdrawal and cancellation.
Technical Supervisor, in response to the lodging of the appeal, draws up a report and, together with the Management, shall decide to accept or refuse the appeal according to the state of affairs and to applicant’s documentation.
The decision shall be written communicated to applicant in a reasonable time so that he can collect the recourse in this phase of the process without any financial obligation.
In case of confirmation of the refusal of certifcation, the person involved can speak to the “ Vigilant Admins” as expected by Art.36 of Legislative Degree 11th January 2016, n. 5; these “Administrations” shal carry out a review within ninety days. Upon that deadline without the acceptance of any decision, the complaint means rejected.
