nspection body is carrying out inspections to verify the quality of the implementation and progress of construction of works with regard to its external thermal insulation composite systems and other services resulting from that activity. The inspection of the requirements of the standard STN 73 2901: 2008 “Execution of external thermal insulation systems.”
Any initiative to complaint and appeal must be solved in this process, to ensure an objective assessment of the merits of complaints and appeals, which led to further addressing the law of the consumer but also the customer. Inspection body registers and respond to any complaints or appeals that are filed with him.
Any appeal or complaint must be lodged in a publicly accessible form (www.eucert.sk) “Complaints and Appeals” (F 09-01 / 08/14). RS recorded complaints and appeals on the form “Registration of complaints and appeals” (F 09-02 / 08/14). Inspection body within 14 days of the decision shall inform the complainant about the results and the way to resolve the complaint.
In the case of an appeal inspection body shall convene a meeting with quality manager, senior inspector and, if necessary, other workers concerned to resolve the complaint or appeal. Inspection body within 5 days of receipt of the resolution of the appeal in writing, inform the customer about to adopt a resolution on the grounds of the decision and further action.
A complaint is not considered as justified when

  • demand has character, expression, opinion, request, motion or proposal and it is not clearly expressed, what protection of their rights or legally protected interest, the person asks for
  • It highlighted specific shortcomings in the work of another body, for example. public administration, whose removal or equipment is regulated by other legislation
  • is directed against the decision of another body, for example. public administration, delivered under other legislation

 

Appeal

An appeal against the decision of IB accepts the director. IB appeal may be sent by mail, listed directly in the process of final negotiations on an inspection of the administration of the final negotiations, or e-mail to eucert@eucert.sk. Director gives the complainant to fill in the appropriate form “complaints and appeals” (F 09-01 / 08/14). After receipt of the completed form “Complaints and Appeals” record the quality manager that appeal to register complaints and appeals “(F 09-02 / 08/14). After receiving the appeal by director, he will within 7 days inform all the workers of IB concerned within 14 days of registration of the appeal, call a meeting with quality manager, senior inspector and, if necessary. other workers of IB concerned to sort out this appeal. This meeting is always presented by chief inspector who led the given inspection findings or performance to which the complainant refers. Head inspector is obliged to present all necessary clarifying information. To the consultation will be discussed and adopted an appeal adopt a resolution that the director recorded in the minutes of the meeting. The resolution of the meeting is mandatory for all workers if IB. Director within 5 days of receipt of the resolution to the resolution of the appeal in writing, inform the customer about to adopt a resolution on the grounds of the decision and further action. The minutes from the meeting are defined and further steps towards implementing the resolution, including the responsibilities that controls the director. Directors decision on the appeal is final.

Complaint

A complaint in writing to the IB activity is obliged to accept any worker of the IB that must about this fact immediately inform the director, as well as on the complaint made by telephone. For phone receiving complaints IB staff, invite the applicant filed a complaint in writing, otherwise will not be accepted. Any reservation customer or a third party for IB operations shall be recorded in the form ‘complaints and appeals “(F 09-01 / 08/14) and entered in the’ Register of complaints and appeals” (F 09-02 / 08/14). Registered complaint will verify the director and, where applicable, remove the problem in consultation with the customer. If necessary, take action to eliminate the director causes of customer dissatisfaction or third parties who are informing all concerned personnel of IB, mainly responsible chief inspector. This measure further list and track quality manager in the process of corrective and preventive action under the SM 03 corrective and preventive actions. All pertinent facts, documents, records recorded in the form ‘complaints and appeals “(F 09-01 / 08/14). In case of a complaint against a third-party implementation and progress of construction of works with regard to its external thermal insulation composite systems holds an inspection certificate issued by the IB, thus the complaint against the Contractor of the works – the reviewed organization, give the complainant Form “complaints and appeals” (F 09-01 / 08 / 14). Based on the completed form “Complaints and Appeals” director register the complaint to “records of complaints and appeals” (F 09-02 / 08/14). It then examines the merits and causes of complaints and in case of suspected legitimacy and seriousness of the complaint, ordered senior inspector unscheduled special inspections (Form “A decision on unscheduled routine inspections” (F 09-03 / 08/14), the deadline for inspection, the head of the reviewed organization, which must the term approved. based on the “Decisions on unplanned routine inspections” further procedure as the routine inspection by SM – 06 “verifying the quality of construction works.” depending on the results of this inspection the director will take next steps. Director within 14 days of verification reality and the results of the investigation shall notify the complainant on how to resolve the complaint, even if they consider the complaint as unfounded.

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