TÜV AUSTRIA is both economically and politically independent and committed to impartiality within the meaning of EN ISO/IEC 17021.
The object of the company and the associated organization of its structure and operations is aligned purely to the performance of certifications, thus largely ruling out any conflicts of interest from the very outset. Should any conflicts of interests nevertheless arise, these are registered as a non-conformity and dealt with by the committee to ensure impartiality.
Our activities focus on the objective and impartial certification of management systems.
Complaints from third parties about customers of the certification body of TÜV AUSTRIA CERT GMBH are assessed with respect to their reasonability and forwarded to the pertinent division for further processing depending on the circumstances, unless immediate and direct action is needed.
Objections to any decisions of the certification body are recorded, documented and registered.
Objections are forwarded directly to the head of the certification body at TÜV AUSTRIA CERT GMBH. It is then up to the head of the certification body to check the objection that has been received and to attempt to clarify any misunderstandings with the person or body that has raised the objection.
If no satisfactory solution can be found, or if the head of the TÜV AUSTRIA certification body is affected directly by the objection (conflict of interests), the objection will be forwarded to a committee – in consideration of the regulations and observing confidentiality – for a decision.
The corporate policies for the complaints procedure in the TÜV AUSTRIA Group can be found in the download area.
Complaints and objections should be sent in writing (to guarantee the traceability), per email too, to the following department:
TÜV AUSTRIA CERT GMBH
TÜV AUSTRIA-Platz 1
2345 Brunn am Gebirge
Tel.: +43 (0)504 54-1420
Fax: +43 (0)504 54-6005