Complaints

1.     COMPLAINTS PROCEDURE

1.1     The process for raising and resolving complaints is as follows:

1.1.1     The complaints could be submitted verbal and in writing to Vibeke Vigmostad: Department Leader at Applica Test & Certification AS (vibeke.vigmostad@applica.no) tel. + 47 924 15 421

1.1.2     When a complaint is not formally submitted in writing (e.g. verbal complaint, complaint raised during meetings etc.) the complainant is advised of the need to submit the complaint in writing, in order to receive an official resolution of the complaint.

1.1.3     The Department Leader shall register details of the complaint in Applica Test & Certification NC registration database and together with the Quality Manager start the process of investigation, including any recommendations and corrective actions required for the resolution of the complaint.

1.1.4     The Department Leader shall inform the complainant that the action is taken and give a completion date for an official resolution of the complaint.

1.1.5     When decision is taken, the Department Leader shall ensure that all parties involved in the complaint are promptly advised in writing, including the reasons for the decision(s) reached.

1.1.6     Complainants are also advised of Section 2 below if they wish to lodge an appeal.

2.     APPEALS AGAINST COMPLAINT DECISIONS

The process for raising and resolving complaints is as follows:

2.1.1     If a complainant is not satisfied with the decision, a formal request to review the decision must be submitted in writing to Jan Rune Pedersen (jan.rune.pedersen@applica.no ) Managing Director at Applica Test & Certification AS within 30 days of receipt of the decision.

2.1.2     The Managing Director shall register details of the appeal in Applica Test & Certification NC registration database and together with the Committee start the process of investigation, including any recommendations and corrective actions required.

2.1.3     The Managing Director shall inform the complainant that the action is taken and give a completion date for an official resolution of the appeal.

2.1.4     The Managing Director makes the necessary decisions to close out the appeal and recommends appropriate corrective actions.

2.1.5     The Department Leader shall ensure that all parties involved in the appeal are promptly advised of the findings in writing, including the reasons for the decision(s) reached.

3.     CONFIDENTIALITY AND IMPARTIALITY

All persons involved shall take necessary measures to preserve the confidentiality, independence and impartiality obtained during all stages of the processes describe in the procedure.

A Committee has been established, with the objective of safeguarding impartiality.

From 1.6.2014 the committee members are:

Arve Haug, fagsjef FG-innbrudd,  Skadeforsikringsavdelingen, FG,  Phone: +47 90 16 00 46

Kåre Høy, Approval Engineer, Autronica Fire and Security AS, Phone: +47 47 27 10 07

Jan Rune Pedersen, Director, Applica Test & Certification AS, Phone: +47 901 08 023