Comments and SuggestionsDear our clients and partners! OS always promoting organizational and personal learning and development. We are willing to provide our customers with good level of service and fair. That is why we constantly open to comments advices and suggestions. Please send us message if you have a such! Thank you for you kind commitment to our work! If you have a complaint, we really want to hear from you. We welcome your comments, as they give us the opportunity to put things right and improve our service. We want to deal with your concerns as quickly as possible, so we've set up a three-step procedure to resolve your complaints. Definitions What is complaint in our eyes? Our objective
3 Steps of proceeding If you'd like to inform us of any your dissatisfaction which is under “complaint definition” you may address in any form is most convenient to you. This will help us to understand what exactly your complaint is about. You can make a call and speak to the appropriate member of staff or fill in our complaint form. Step 1 If you choose to contact us by phone please have the details of your complaint available. Once we receive your complaint via phone it immediately will be recorded and you will be provided with a unique reference number that identifies you and your complaint. If you choose to fill in the complaint form please submit it to our office in any appropriate manner:
Step 2 Our policy is to respond to all enquiries promptly and courteously. We treat all complaints seriously and aim to reply to them within 14 working days. If we cannot do that, we will keep you informed of the progress we are making with your complaint. If we have decided that your complaint is justified we will apologize and explain how we intend to put the situation right. We record all complaints so that we may learn from them. If we cannot resolve your complaint we will inform you of any steps you can take if you want it investigated further. Please note that we will not respond to rude or abusive letters, emails or telephone calls. Step 3 You have 14 calendar days to come back to us with your response. If we do not hear from you after this time we will assume you are content with how the matter has been resolved. If you do contact us within 14 calendar days your case can be re-opened using your original reference number and reviewed considering your recurring response on the high management level. Management of Appeals An appeal is a formal address to the certification body for the purpose of appealing the certification decision or requesting a review. In case the operator does not agree with the certification decision, he may submit a written request for reconsideration to the Organic standard Ltd. The operator will be informed by the responsible person of the Organic Standard about the acceptance of the appeal. If the operator can provide facts that make the certification decisions clear, they will be reviewed. If the operator does not agree with the outcome of the review, he may appeal in writing. The case will be referred to the Appeal Committee, which will include qualified specialists in the relevant field. The operator will be notified of the Committee's decision as soon as possible.Key Elements in resolving a Complaint or Appeal:
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