Complaints and Appeals
You can use the form below, as well as the form on our Contact page, to submit your complaints.
How your complaints and appeals are managed EPR.014 Complaint and Appeal Procedure (02)You can learn about it from the procedure.
Our Complaints and Appeals Process
At AES Innovation, we evaluate all complaints, disputes, and objections from organizations or relevant parties regarding our inspection and measurement activities through an impartial, confidential, and traceable process. This process is defined in accordance with our accreditation requirements (TS EN ISO/IEC 17020). Complaint and Appeal Procedure‘'It is based on the museum.
What are complaints and appeals?
- Complaint: These are written or verbal expressions of dissatisfaction regarding our policies, procedures, activities, performance, or personnel, made at any stage from the receipt of the application to the issuance of the inspection report.
- Objection: This is the situation where our inspection decisions are not accepted by the relevant parties.
How can you apply?
Your complaints and objections Complaint and Appeal Application Form You can submit your application in writing or verbally, or via our website. For a proper evaluation of your application, it is important that you share your contact information and sufficient preliminary information.
Evaluation Process
All complaints and objections received are recorded, forwarded to the Management Representative, and added to the monitoring list. The Management Representative confirms whether the application is related to our inspection activities; records all relevant stages in a traceable manner and reports them to the General Manager. The General Manager and the Management Representative conduct an evaluation by consulting with the relevant parties and inform the applicant about the result and, if necessary, the corrective actions to be taken. in writing It provides information.
Our Review Periods and Commitments
We follow a predictable process at every stage of your application. Our key timeline commitments for handling complaints and appeals are as follows:
- Notification: Once we receive your complaint, we will contact you to confirm your feedback and discuss the next steps. 10 business days We will inform you about it.
- Conclusion: Complaints are generally received within the latest 30 business days It is concluded within.
- Complaints regarding office/service processes (communication, offer or report submission time, etc.) at the latest 5 business days It is concluded within the scope of this process, and corrective action is initiated to prevent its recurrence.
- Objections The decision will be made after evaluation with the relevant parties. 5 business days It is provided within the scope and communicated in writing along with the reasons.
In applications made on behalf of a group, such as a community or professional organization, at least one contact person must be specified to ensure the smooth running of the process. Anonymous applications are also subject to a risk assessment; however, the obligation to investigate may not arise if sufficient preliminary information or evidence is not shared. To maintain impartiality in the process, personnel who have worked for the applicant organization within the last two years will not be involved in the evaluation of that application.
Our principles
- Impartiality: The acceptance, investigation, and resolution of complaints and appeals shall not result in any discriminatory practice against the applicant.
- Security: The applicant's confidentiality is protected unless the applicant gives permission or the information is made public.
- Continuous improvement: Each application is a valuable source of data for reviewing and improving our control and inspection processes.
For any complaints or objections, please contact us. You can contact us..