Complaints, Appeals

Complaints may be received regarding the operation certification activities of EMKI-cert Kft. or in connection with a client certified by EMKI-cert Kft. We have developed different procedures according to the subject of the complaint. Complaints can be received orally or in writing. If the complaint is not made on the form available on our website, we follow the procedure for submitting oral complaints during the process of receipt and processing.

EMKI-cert Kft. takes responsibility for the decision made in all phases of the complaint handling process, as well as ensures the independent and impartial adjudication of its case for the client. The submission, investigation and adjudication of the complaint does not cause any discrimination against the client who complaints the purpose of the procedure is to provide feedback on the activites of EMKI-cert Kft. in order to promote our continous development and the efficiency of our operations.

Appeal: We are responsible for all certification decisions we make, including negative decisions of EMKI-cert Kft. concerning the client: refusal of certification, suspension or withdrawal of certificate. The client may appeal in connection with the negative decision on the form published ont he website of EMKI-cert Kft. If the client submits his/her appeal in another form and its contents differs significantly from  the data content of the form published for the purpose of the appeal the client is requested to complete his/her appeal and submit it on form F9352.
EMKI-cert Kft. takes responsibility for the decision made in all phases of the appeal management process and ensures that the client receives an independent and impartial assessment of its case. Therefore a person who has participated in the audit or decision-making should not be involved in the handling on appeals. The submission, investigation and adjudication of the appeal shall not discriminate in any way against the appellant. The purpose of the procedure is to feedback the decision-making mechanism of EMKI-cert Kft. in order to promote our transparency and the efficiency of our operation. The decision taken during the appeal procedure provides guidance on what to do next. If during the appeal procedure it is established that our decision regarding the issuance, suspension or refusal of the certification was not with well-founded we will review our decision. If during the appeal procedure EMKI-cert Kft. finds that its decision was correct and well-founded, we cannot change our previous certification decision. If the client still does not agree with this decision he/she may initiative the enforcement of his/her rights in civil litigation.

The process of handling complaints and appeals, the deadlines applied during the procedure are contained in the relevant regulations of EMKI-cert Kft.

The regulation is valid without a signature, the signed document is available at the office of EMKI-cert Kft.