The client has the right to submit a complaint/appeal only in writing. All complaints/appeals will be registered in the Non-Conformity Register. Immediately after receiving the complaint/appeal, a confirmation will be sent to the complainant/appellant. The complaint/appeal will then be assessed for its validity and resolved as quickly as possible.
All complaints/appeals will be handled constructively, impartially, and in a timely manner. The decision regarding the complaint/appeal, which is presented to the complainant/appellant, will be prepared, reviewed, and approved by individuals who have not been previously involved with the subject of the complaint/appeal. In cooperation with the client or complainant/appellant, it will be determined whether and to what extent the subject and resolution of the complaint/appeal can be disclosed.
An official confirmation of the completion of the complaint/appeal process will be provided to the complainant/appellant as soon as a decision is made or an action is taken, but no later than 30 (thirty) calendar days from the receipt of the complaint/appeal. If it is not possible to resolve the complaint/appeal within the prescribed time frame, the complainant/appellant will be notified of the extension of the process.
If the complainant/appellant agrees with the decision or action taken, it will be implemented. If the complainant/appellant does not agree with the decision, the complaint/appeal will remain open and be referred for resolution to the Impartiality Committee, or if the parties do not reach a mutual agreement, the complaints/appeals will be resolved in accordance with the applicable legislation.