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Complaints and appeals concerning the EAK accreditation activity shall be addressed to the Head of EAK. Appeals shall be filed within one month from the relevant accreditation decision.
Three types of complaints could be submitted to the EAK related to its basic activities:
• complaints about wrongful activities or inactivity of the EAK;
• complaints about the actions of the EAK employees or their inadequate interpretation of assessment requirements;
• complaints about wrongful actions of bodies accredited by the EAK or bodies attested as competent by the EAK.
Complaints can be filed in writing and addressed to info@eak.ee or to the address Akadeemia tee 21/6, Tallinn 12618, MTÜ Eesti Standardimis- ja Akrediteerimiskeskuse (EVS-EAK).
When complaints are proceeded, apart from the general EAK confidentiality rules also the following aspects are considered:
• information contained in the complaint will be treated as strictly confidential concerning only the EAK and the body/bodies concerned in the complaint;
• information on the complainant will not be made public to the body the complaint was filed against.
Complaints are handled according to the relevant procedure established in the document EAK JSP5 "Procedure for handling of complaints".
The complainant will be informed about the receipt of the complaint. The outcome of the resolution of the complaint or the need for additional investigation of circumstances will be communicated to the complainant within 30 days of the date of receipt of the complaint by the EAK. The results of additional investigation of circumstances of the complaint will be communicated to the complainant within 2 months of the date of receipt of the complaint.
For appeals procedure see:
"Procedure for handling of appeals".
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