Brief information about the complaints and appeals review process (English)
The following information is general information about the procedures for filing and reviewing complaints and appeals. The full version of the Procedure for Control of Claims and Appeals ND №005.00-214 in Russian and English is available at RR website. You can apply to RR Head Office or an RR regional office to solve the issue on the possibility of obtaining this document in your own language or receiving necessary assistance or consultation regarding the claim and appeal procedure.

A client organization or other stakeholder may submit a complaint or appeal against actions and decisions of the Certification Body of Certification Association “Russian Register” by filing it in writing with the Certification Body Head – RR Director General. A special form 8.2.48 shall be used for filing a complaint or an appeal, the link thereto is provided in ND №005.00-214.

Complaints and appeals will be received only via the following contacts of the Head Office of Certification Association “Russian Register”: E-mail: rr-head@rusregister.ru
Postal address: Russia, 190121, Saint Petersburg, Prospect Rimskogo-Korsakova, 101, Office 1.

A complaint or appeal shall be filed within 1 month since the date of the event giving rise thereto. RR retains information anonymous about complainant (s), if requested in an Application. A written complaint shall contain information about the subject of the complaint, potential parties involved in the conflict, the applicant’s involvement in the events giving rise to the complaint, and, where necessary, proposed ways of its resolution. RR has the right to decline a complaint that does not meet the above stated requirements in substance or does not relate to any certification activities for which RR is responsible. All requests which require registration in specialized databases (e.g., FSC, etc.) will be recorded by responsible RR employees.

The Russian language is recognized as the official language of written communications with stakeholders in the Russian Federation and CIS countries, the English language operates as such for all other countries. Where necessary, the implementing office responsible for its area will participate in translating the response into the Complainant’s national language.

In the event of disagreement with a decision made by RR with respect to the certification object (for example, the application review, certification decision, etc.), the Complainant has the right to appeal against the decision made. In case of disagreement with any other actions by RR’s Certification Body, by personnel involved in the audit and certification, or actions by any RR certified clients, the stakeholder may file a complaint with RR’s Certification Body.

All complaints and appeals are impartially reviewed by personnel not related to the subject of the complaint.

RR is responsible for confirming receipt of a complaint/appeal and written communication to the Organization filing the complaint/appeal as to the review results and information about the actions taken.

The initial response shall be provided to the applicant within 2 weeks from the application receipt date. As a rule, the review of an application takes up to 3 months, however additional time may be required for investigation of a particular inquiry. In case of dissatisfaction with the decision on the complaint/appeal review according to RR procedures, the organization has the right to appeal against the Certification Body’s action to higher authorities, such as the Accreditation Body or/and Arbitration Court. Time limits for reviewing applications are governed by the internal rules of accreditation bodies and applicable legislation of Russia.

In cases of conflict of interests, individuals may be recused or recuse themselves from participating in the dispute proceedings.

Each party shall independently cover its expenses to participate in the proceedings.