Complaint resolution

Complaint resolution

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.

Our new looking website has been launched

In cooperation with TÜV NORD GROUP our new looking website was ready for relaunch in the beginning of June 2017.

In cooperation with TÜV NORD GROUP our new looking website was ready for relaunch in the beginning of June 2017.

The new Internet site has a modern design that automatically adapts the display to the sizes of smartphones or tablets, which make use of the site much more comfortable for the clients.

The development of our site is going on and after some time the e-booking appointment system for our PTI (Periodical Technical Inspection) Station of Cars will be ready for clients.

With our website relaunch, we make a contribution to digitalisation as part of the implementation of the corporate strategy 2020plus.

Anneli Kumm
Coordinator of the TÜV Eesti website relaunch project