Appeals and complaints

The difference between an appeal and a complaint

An appeal is a request by the user of an inspection for reconsideration of a decision taken by the inspection body in relation to the results of that inspection.

A complaint is an expression of dissatisfaction by a user or another interested party in relation to the activities of the inspection body, where a response is expected.

What an appeal may concern

An appeal concerns the results of the inspection — the decision of the inspection body itself.

What a complaint may concern

• a request submitted by the client was not answered in good time;
• failure to observe the agreed deadlines — the agreed date for carrying out the inspection and the deadline for producing the report;
• unprofessional performance of the inspection;
• unprofessional conduct by the inspection body’s personnel.

How to submit one

An appeal or complaint may be submitted by the user of the inspection or by another interested party, in person or through an authorised representative. It may be submitted in writing, by email to [email protected], or in person by completing form Ob 7.5/1 “Statement of appeal and complaint”.

If you would rather raise it orally, ask the Quality Manager for the form — it will be sent to you, and you return it completed to the inspection body.

The person responsible for applying the procedure is the Quality Manager.

What happens next

The Quality Manager first checks whether the appeal or complaint relates to the inspection activities for which the inspection body is responsible. If anything in the form is unclear, you will be contacted for clarification. You will be notified of receipt and of how the procedure will proceed.

Once received in writing, the matter is entered in the register of appeals and complaints — with its number, date of receipt, the user, the type of service, the number of the report concerned and the manner of resolution.

All elements of the statement are analysed by the Quality Manager together with the Technical Manager and compared against the existing records for the service concerned.

Independence of the decision

The persons taking part in reviewing the matter and deciding on it must not have been directly involved in the activities that are the subject of the appeal, where applicable. The response sent to you is reviewed and approved by a person who was not involved in those inspection activities.

Outcome

If the appeal or complaint is found to be justified, the inspection is repeated and a new report is issued.

If, in the assessment of the Quality Manager and the Technical Manager, the matter is not of a scale requiring the inspection to be repeated, or if the appeal or complaint is inadmissible, you receive a written response with all the necessary explanations.

Where to send it

RI-Opusproekt DOO Skopje, Blvd. Jane Sandanski 113, 1000 Skopje · email: [email protected] · phone: +389 2 2448 138. Please mark the subject line “Appeal” or “Complaint” and quote the report number concerned, if you have it.