Objections And Complaints

Evaluation of Complaints and Disputes Complaints and disputes received in writing from the relevant parties are registered by the Technical Branch Manager by writing to the Objection and Complaint Form (F-72.11). Corrective and preventive activities are initiated within a week. Records of complaints and disputes concluded according to the Corrective and Preventive Action Procedure (P-85.01) are kept by the Technical Branch Manager. If the results of these activities are not found satisfactory, or if there is a complaint or dispute that does not require a CPA, the Technical Branch Manager submits the matter to the TDK. The result of the evaluation of the TDK is the final decision. If there is a complaint and dispute situation on the same issue for the second time, ITBAK A.Ş. is evaluated and decided by the Board of Directors. While evaluating the issue related to the objection and complaint, the ITBAK A.Ş. Board of Directors may consult an expert opinion if necessary or may also obtain an opinion from the complainant organization if necessary. The decision taken by the ITBAK A.Ş. Board of Directors is the final decision. If the final decision does not satisfy the complainant, the Ankara Courts are authorized. - Evaluation of Objections: The objection period to the decisions taken by ITBAK regarding the National Technical Approval and European Technical Evaluation services is two (2) months after the decision is notified to the manufacturer. The party that does not object to the decision made within this period in writing loses its right to object. The Technical Branch Manager registers the relevant objections received from the manufacturer in National Technical Approval and European Technical Evaluation activities in writing with the Objection and Complaint Form (F-72.11). The Technical Branch Manager receives a confirmation letter from the manufacturer for laboratory services, for the laboratories s/he receives services from, and for audit activities, the auditor / technical expert before the audit, for the date of the audit and the duration of the audit, evaluates the objection if the manufacturer objects with a reasoned rejection response. The evaluation is carried out by the Technical Branch Manager. The result of the evaluation is notified to the manufacturer in writing. If the evaluation result is not found appropriate by the manufacturer, the subject of the objection is evaluated by the ITBAK A.Ş. Board of Directors and finalized. Objection and Complaint Form (F-72.11)