TÜV AUSTRIA is both economically as well as politically independent and is under obligation to be impartial as defined in EN ISO/IEC 17021.
The corporate intention with the associated processes and the organisational structure is defined purely for certifications, which precludes any conflict of interests right at the outset. However, should conflicting interests arise nevertheless, these will be registered as non-conformities and treated by the Committee to ensure the impartiality as defined in the "Process of continuous improvement".
These activities focus on the objective and impartial certification of management systems.
Complaints made by third parties about clients of TÜV AUSTRIA as a certification body are evaluated for their appropriateness and in accordance to the factual situation committed to the corresponding section for further analyses as far as there is no immediate direct action required.
Objections about the decisions of the certification body are recorded, documented and registered.
Objections are directly transmitted to the head of the TÜV AUSTRIA certification body. It is within his mission to analyse the received objection and to clear possibly occurred misunderstandings directly with the presenting part.
If no satisfactory solution is found or if the Head of the certification body of TÜV AUSTRIA is directly affected by the objection (conflict of interest), the objection is transferred to a committee for further decision - in attention to the principle of confidentiality.
The corporate directive on the complaints procedure is available in the download section.
Complaints and objections should be addressed in written form (for traceability), gladly as e-mail, to the following address:
Certification procedure: ISO/IEC 17021