Failure to meet the agreed inspection deadlines.
Конфликт на интереси.
The conduct of employees or inspectors of the OKS*.
Incorrect application of control methods and procedures.
others.
Objection.
Written complaints from customers regarding the activities of the regulatory authority and the results of an inspection.
Objections may arise in connection with:
Doubts about the results of the inspection.
Decision to refuse to issue, revoke, or suspend (temporarily suspend) a certificate.
Temporary suspension or termination of the control procedure.
others.
Recording information regarding filed complaints and objections.
Every new complaint or objection is recorded in the “Complaints and Objections Log” with its corresponding receipt number and date. The basis for taking action to address complaints or objections is the receipt of a written notification (letter, fax, email, telegram, or the complaint and objection reporting form on the company’s website), accompanied, if possible, by the relevant supporting documents (inspection reports, expert reports, certificates, etc.), and shall be recorded by the receiving inspector in Appendix No. 1—the “Complaints and Objections Log” . OKS clients are informed of the procedure for filing complaints and objections by being provided, along with the control offer/contract, with a copy of the “Contract Management Procedure.”
Duties of inspectors
It is the inspectors’ duty to inform the TROC** or the OC*** of any complaints or objections received. If a customer files a complaint regarding the work of an OC inspector while performing inspection activities, the complaint must be submitted in writing and addressed to the TROC. If the complaint concerns the Technical Manager of the OK, it is addressed to the Company Manager for processing and taking action. In the latter case, the Manager may designate a member of the OKS team to resolve the complaint. It is a mandatory requirement that the team member involved in resolving the complaint/objection not be the subject of the complaint/objection.
The head of the OCC reviews the complaint/objection and confirms receipt of the report and the deadlines for its review. If the complaint/objection is found to be unrelated to the control activities, a written response is sent to the complainant stating the reasons for refusing to review the complaint/objection.
When a complaint is filed, the customer receives a reference number indicating the date the complaint or objection was received by the OCC, along with a timeframe within which the complaint will be reviewed and the OCC will issue a decision on the matter. The customer receives a written response to the complaint or objection at the address provided in the complaint or objection. Complaints and objections are reviewed within one week of the date of receipt, after which a written response is provided to the individual or organization that filed the complaint or objection.
Information regarding complaints and objections received by the office of LABPRO EOOD and concerning the supervisory authority is recorded in free form by an inspector, and the TROK and OK are notified.
If further clarification is needed, the Technical Manager will speak with the client or the person who provided the relevant information.
OK reviews and classifies each complaint and objection and forwards them to the appropriate department.
Documents are kept in a separate folder labeled “Complaints and Objections.”
Ред за разглеждане на Жалба.
The Quality Manager or the Technical Manager of the Control Body conducts an inspection/analysis of the site regarding which a complaint has been received. If the customer’s complaint is found to be valid, steps are taken to restore the Control Body’s reputation with the customer. TROK assigns the implementation of corrective actions in accordance with PSS**** 8.03-01.0 “Corrective and Preventive Actions.” The actions taken are documented and presented to the client as proof that their complaint has been addressed.
In the case of an unfounded complaint, the TRAC provides a written response explaining why it has declined to take action to resolve it. The TRAC monitors the implementation of actions taken in response to complaints received.
Ред за разглеждане на Възражение.
If an objection is raised against the results of an inspection, a re-inspection of the site is conducted in consultation with the client. During this re-inspection, the client has the right to invite another competent person to act as an observer. If the results of the re-inspection match the initial results, the client must bear the costs of the re-inspection. TROK is obligated to inform the client of this condition in advance. If the results of the re-inspection are not confirmed, TROK shall designate the person responsible for the non-conformity identified during the inspection. The inspection body shall reissue the inspection certificate in accordance with Chapter 7.0 of the NC*****, Section 7.4.5, and shall bear the full costs of the inspection. The quality manager shall determine the causes and report them at an emergency management review meeting. At the management review meeting, corrective actions, a deadline, and a person responsible for their implementation shall be determined.
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