Policy on Complaints and Appeals
Any client can lodge a complaint regarding HTCert’s certification services. HTcert will handle the complaint according to its procedures and will properly inform the complainant on the outcome within twenty (20) working days of receipt of the complaint. Where the client does not agree to the result of the investigation of the complaint, the case may be lodged as an appeal.
The client can lodge an appeal against HTCert’s decisions relating to the results of the conformity assessment process, including refusing, reducing the scope of certification, suspending or withdrawing of certification within twenty (20) working days from the notification of the decision. HTCert will handle the appeal according to its procedures and will inform the client within thirty (30) working days of receipt of the appeal. If the outcome of the appeal is not accepted by the applicant, the dispute arising from it may be submitted to court.
In the event that the appeal is proved unjustified, HTCert has the right to charge the complainant with all costs regarding the examination of the appeal, including costs of technical experts involved.
HTCert’s procedures for handling complaints and/or appeals are available upon request.
Submission of complaints and/or appeals does not result in any discriminatory actions against the client.