OBJECTION & COMPLAINT FORM
All interested parties can object to the result of a certification decision and complain about any boundary conditions in the area of examination and certification. The regulated two-stage procedure, which is the same for objections and complaints, serves to systematically record, process and evaluate incoming objections/complaints with the aim of restoring customer satisfaction and continuously improving quality.
- Contacting us and lodging an objection/complaint
Those lodging an objection/complaint have the opportunity to submit their concerns to DVS-PersZert in writing within four weeks of becoming aware of the reason for the objection/complaint. A definition of objections and complaints is contained in DIN EN ISO/IEC 17024. The following form is the only form available to those concerned for submitting their concerns directly.
The following options are available for classifying the objection/complaint:
Depending on the type of objection/complaint, DVS-PersZert will then forward the concern to the relevant decision-making body.
- Objection: criticism of examination and/or certification decisions
- Complaint: criticism of aspects such as supervision, teaching media, premises, etc.
- Receipt of the objection/complaint
The objector/complainant will receive a written confirmation of receipt within seven days at the latest. Submitting a complaint/objection never leads to discrimination against the objector/complainant. A timely, impartial and constructive review of the facts is guaranteed with the aim of continuously improving the quality of the system.
- Further process and decision-making
In the event of appeals against examination and/or certification decisions, the matter is forwarded to the appeals and complaints committee of the main examination and certification committee (HZA). This committee generally decides within two months of receipt of the appeal and in the final instance.
Complaints are forwarded by DVS-PersZert to the responsible PZA chairman. This chairman generally decides on behalf of the HZA within two months.
Before a decision is made, those concerned must be given the opportunity to make a written and oral statement. The statements must be known to all persons involved in the decision-making process. Decisions must be communicated to those concerned in writing. In the case of hearings, notification must be made no later than two weeks later. If delays occur for unforeseeable reasons, the objection/complainant must be informed of this immediately in writing. Decisions require a simple majority, and consensus is the aim.
- Objection to the decision of the Objection and Complaints Committee
Objections against decisions of the Objection and Complaints Committee are not possible. In the case of appeals that have been decided, the only recourse open to the appellant is legal action.
Contact:
Aachener Strasse 172
DVS-PersZert
Einspruchs- und Beschwerdeausschuss des HZA
HZA objection and complaint committee
40223 Düsseldorf
Tel.: +49 211 1591 203
- Composition of the HZA objection and complaint committee
The HZA objection and complaint committee consists of at least three people, a chairman and two assessors. The chairman is the HZA chairman. The assessors are to be elected from among the PZA chairmen. The members of the committee may not themselves be involved in the process about which the objection or complaint is lodged. If necessary, another assessor must be appointed as a substitute. If the HZA chairman is himself affected, his deputy takes on the task. The number of members should always be odd to facilitate decision-making.
- Evaluation of objections/complaints
The statistical recording of all processed objections is carried out centrally by DVS-PersZert. If it becomes clear during the processing or evaluation of objections/complaints that corrective measures are required, the implementation of these is controlled centrally by DVS-PersZert.