Complaints Handling Process

- Information about complaint handling process of ECCO is made publicly available through web site and / or document PID-02. The complaints handling process includes the following: An outline of the process for receiving, validating, investigating the complaint and for deciding what actions to be taken in response to it. - The Managing Director is responsible for gathering and verifying all necessary information to validate the complaint. - The complaint can be made to the Managing Director by the client or any other interested party in writing giving details of the complaint. The complaint shall either relate to the certification activities of ECCO or to the certified client and its activities. - The complaints received are recorded in ECCO -FM-41 and is acknowledged to the complainant. The managing director shall review the complaint to ascertain the seriousness and the genuineness of the complaint. ECCO shall provide the complainant with progress reports and the outcome.