Complaints
In case of any error, omission, or discrepancy in the following:
- Decisions,
- Expert opinion,
- Certificate, or
- Other administrative acts of the Institute,
it is necessary to file a complaint in order to correct the non-compliance, i.e. error in question.
What is a complaint?
Complaint is a procedure of client’s addressing regarding the correction of non-compliances or errors in a document issued by the Institute in terms of technical accuracy of a document in question (spelling errors, errors in numbering, typing errors, etc.).
Complaints are filed for mentioned non-compliances or errors only, while proposing changes that imply amending already approved regulatory decisions of the Institute is done via appropriate administrative procedures.
How to file a complaint?
Complaints are filed in a written, or electronic form to the Registry Office of the Institute, or in electronic form to an e-mail [email protected]. (filing by fax, telephone, or verbally is not provided).
When filing a complaint, it is necessary to submit the following:
- Completed complaint form,
- Copy of a document which the complaint refers to.
Acting upon a complaint
If the complaint is well-grounded, it is resolved within 10 working days from the day of receipt, after which in accordance with the Law on administrative procedure, the Institute issues a Decision on the correction of the act/document that was the subject of the complaint, in which all parts of the act/document that were corrected are listed. The act/document that is the subject of the complaint remains with the complainant and is valid along with delivered decision on correction.
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