Complaint handling procedure
Each complaint reported by the client (in written form) is the subject of an investigation by the notified body NB 1023. The NB 1023 shall register the complaint and carry out subsequent analysis. The client is informed in writing about the commencement of the complaint analysis. If the complaint is found to be justified, the process of taking appropriate corrective / preventive actions follows. As soon as results of the complaint analysis are available, the client is informed about the results and subsequent actions performed by the NB 1023. In the event that the complaint is evaluated as unjustified, the client shall receive relevant justification which has led to this decision. Within the complaint handling process, the appointed NB 1023 team also decides on the need to inform the relevant competent authority on the subject of the complaint and related actions. The scheme of the complaint handling process is given below.