All written or verbal complaints received by EasyCert are investigated immediately after registration, but no later than within 60 days. Following the complaint report, the accreditation assistant examines the complaint and, if necessary, initiates consultations with the Management System Representative (MSR). The complainant is notified in writing of the results of the investigation, and corrective or preventive actions are initiated if necessary. The investigation process follows the current procedure, in which all information and documents are treated confidentially. Information about the investigation cannot be disclosed to third parties other than those involved. In the following cases, a third party (e.g., lawyer, external expert, NAH representative) may be involved in the investigation process: Regulatory procedures, litigation and non-litigation proceedings, and mandatory information services for NAH.
APPEALS HANDLING
All written appeals received by EasyCert are investigated immediately after registration, but no later than within 60 days. Following the appeal report, the accreditation assistant and the MSR jointly examine the appeal and its validity. If necessary, the independent Certification Committee may be involved in the decision-making process. The appellant receives a written decision on the outcome of the investigation, against which no further appeal can be initiated. Decisions are strictly based on professional grounds and cannot be enforced or litigated through legal or other means.