Requests for Information

TUV United welcomes legitimate requests for information related to its certification services, certified clients, audit processes, and applicable standards. Requests may be submitted through the contact form on our website or via email to certification@tuvunited.com. The Quality Manager or an authorized representative reviews each request and provides a formal response within 10 working days. Requests that involve confidential information, proprietary content, or third-party data are handled in accordance with confidentiality and data protection policies.

1. Receiving and Logging Complaints and Appeals

• Complaints and appeals can be submitted through email, website forms, or written submissions.
• Upon receipt, the complaint or appeal is logged in the Complaints and Appeals Form (F-01/PR-07).

2. Validating and Acknowledging Complaints and Appeals

• The Quality Manager reviews the submission to confirm whether it relates to TUV United’s certification activities.
• Acknowledgment of receipt is provided within 5 working days.
• If valid, the complaint or appeal proceeds to the investigation phase.

3. Handling Complaints

• Complaints are handled fairly, objectively, and in a timely manner in accordance with ISO/IEC 17021-1.
• Decisions are made independently, without discriminatory actions against complainants.
• TUV United is responsible for all decisions throughout the complaints-handling process.

3.1 Steps for Handling Complaints

1. Receiving and Validating: Complaint is logged and validated by the Quality Manager.
2. Referral to Certified Client: If applicable, TUV United informs the client and reviews their system response.
3. Investigation: Assigned impartial personnel review evidence (documents, interviews, site visits).
4. Decision-Making: Decision is reviewed by uninvolved personnel and recorded in F-02/PR-07.
5. Tracking and Corrective Actions: Actions tracked and implemented to prevent recurrence.
6. Acknowledgment and Communication: Complaint receipt and outcome are formally communicated.
7. Public Disclosure: Determined jointly with complainant and certified client, if applicable.

4. Handling Appeals

• Appeals relate to certification decisions and are handled independently from original decision-makers.
• The process complies with ISO/IEC 17021-1 and ensures fairness and impartiality.

4.1 Steps for Handling Appeals

1. Receiving and Validating: Appeal is logged and validated using F-01/PR-07.
2. Investigation: An independent reviewer gathers information and reviews similar past cases.
3. Decision-Making: The Appeals Committee (uninvolved personnel) decides on the appeal and documents in F-03/PR-07.
4. Tracking and Corrective Actions: Actions are tracked, implemented, and reviewed.
5. Acknowledgment and Communication: Appeal receipt and outcome are communicated formally to the appellant.

5. Confidentiality and Non-Discrimination

• All complaints and appeals are treated with strict confidentiality to protect all parties involved.
• No discriminatory actions are taken against individuals submitting complaints or appeals.