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Complaints related to accreditation are submitted to info@eak.ee. An oral complaint is requested to be submitted electronically.
Appeals shall be filed within one month from the relevant accreditation decision.
In connection with the main activity, a complaint may be submitted to the EVS-EAK:
- due to unsatisfactory execution of the order for a product or service;
- about improper customer communication;
- about improper actions or omissions;
- about the actions of employees or their misinterpretation of requirements;
- about incorrect activities by bodies accredited or recognized by the EAK.
When processing a complaint, the general confidentiality rules of the EVS-EAK are observed (see employment contract, job description, EAK management system manual ch. 9, EAK JSP-02 cl.1.5), taking into account the following:
- the information dealt with in the complaint is treated as strictly confidential between the EVS-EAK and the body(ies) concerned by the complaint;
- information about the complainant shall not be disclosed to the body against whose activities the complaint was made.
The complainant shall be informed of the outcome of the resolution of the complaint or of the need to investigate it further as soon as possible, but not later than within 30 days from the date of receipt of the complaint by the EVS-EAK. In the event of a further examination of the circumstances of the complaint, the complainant shall be informed of the outcome of the complaint no later than 2 months from the date of receipt of the complaint.
For appeals procedure see:
"Procedure for handling of appeals".
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