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Complaint – expression of dissatisfaction other than an appeal, by any person or organization in relation to any area of the PCBC activity, requiring a response.
Complaints can be lodged to the PCBC by regular post or electronic mail. Complaints shall contain the first name, surname (business name) and address of residence or registered office (including postal code) of the person or organization lodging a complaint, otherwise they shall be left without consideration. In the case of an oral complaint the PCBC shall require its written confirmation.
A response to any complaint received by the PCBC shall be provided within 30 working days from the date of its receipt. If a final response cannot be provided within this time limit, the PCBC shall provide an response within 30 working days from the date of the receipt of the complaint with information about actions taken and specify another date for provision of the complete response.
Appeal – lodged by the PCBC customer with regard to the decision made by the PCBC.
Appeals can be lodged to the PCBC by regular post or electronic mail. Appeals shall contain the first name, surname (business name) and address of residence or registered office (including postal code) of the person or organization lodging an appeal, otherwise they shall be left without consideration. In the case of an oral appeal the PCBC shall require its written confirmation.
Appeals against issued decisions can be submitted to the Management Board within 14 working days from the delivery of the decision.
If a new decision is issued or the original decision is sustained, the PCBC shall forward it to the person or organization lodging an appeal within 14 working days with reasons, the case shall be closed.
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