A complaint is defined as an expression of dissatisfaction regarding CTR's activities, communicated by an individual or organization with the expectation of a response, whereas an appeal is a request for CTR to reconsider a decision made regarding a specific matter.
For any complaint or appeal related to certification activities, audits, certification decisions, or other operations carried out by CTR to be evaluated, it must be submitted in writing. Appeals against decisions made by CTR must be submitted in writing within 30 days from the date the decision is communicated.
Parties wishing to submit a complaint or appeal shall use the Complaint and Appeal Notification Form and may deliver it by mail, fax, email, or in person. For the submission to be effectively considered and evaluated, the following information must be included where applicable:
According to CTR policy, where possible, complaints and appeals should be resolved within 1 month from the submission date.
During the evaluation process, necessary information regarding the progress of the complaint or appeal may be provided to the relevant parties upon written request, in accordance with confidentiality principles.
All complaints received by CTR are strictly confidential and are never disclosed to third parties. When required, they may only be reviewed by authorities accrediting CTR or granting legal authorization for certification. If information must be provided to legal authorities, the relevant parties are always notified.
All information related to the complaint or appeal is examined, and its adequacy and relevance are checked before it is accepted for evaluation. If unrelated, insufficient, or invalid, it will not be evaluated. The results of the initial review are communicated to the applicant within 7 days at the latest.
A complaint is evaluated within 7 days, and corrective/corrective action is initiated. Individuals responsible for taking action and making decisions must not have been previously involved in the issue and must have no relationship with the complainant.
Complaints about certified clients made by third parties are communicated to the certified client within 7 days and with full confidentiality. The client is requested to take corrective actions and provide written feedback within 15 days. Feedback is evaluated.
The complainant is informed in writing of all actions taken and the final decision within 1 month. If unresolved, the complainant is informed that they may take the matter to a higher authority (such as a court). Unresolved matters may be escalated outside CTR's internal mechanisms.
Before referring an appeal to the Appeals Committee, an initial evaluation is carried out to attempt resolution, especially to prevent unnecessary committee activity. For appeals regarding audit or exam results, evaluations proceed step-by-step and must be completed within 7 days for each step.
If the appeal is justified, necessary corrections are made with approval from the certification decision mechanism. The appellant is informed in writing. For appeals concerning audit or exam personnel, results are provided within 7 days. If justified, required changes are made.
If unresolved, the Appeals Committee is convened. Impartiality is ensured: individuals who made certification decisions or conducted audits/exams do not participate in decision-making. A final decision is made and communicated within 1 month. If still unresolved, the appellant is informed of their right to apply to a higher authority.
Suggestions are evaluated separately from complaints and appeals. To submit a suggestion regarding CTR's certification activities, please use the Contact Form page. Your suggestion will be evaluated as soon as possible.
