Complaints procedure

PROCEDURE FOR CONSIDERATION OF COMPLAINTS

A complaint is an expression of disagreement with a decision related to the core activities of the body, submitted by any organization or individual.

General Provisions

The complainant (hereinafter referred to as the Applicant) may be any organization, a participant in the certification process, or any person interested in the results of certification whose rights, in their opinion, have been violated.

The Applicant has the right to submit a complaint to the Certification Authority for Fertilizers, Pesticides and Chemical Plant Protection Products (CA FPChPPP) under ICPS of the Academy of Sciences of the Republic of Uzbekistan regarding the results of conformity assessment work related to the core activities of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan, requesting a review of the decision made by CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan in respect of the given object.

During the consideration of a complaint, objectivity, fairness, impartiality, and confidentiality are ensured and observed between CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan and the Applicant.

The consideration of a complaint involves competent employees of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan who are directly related to the subject of the complaint, as well as interested representatives of the parties.

The result of the complaint consideration by CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan is the resolution of the issue or a reasoned refusal.

In case of disagreement with the decision on the complaint, the Applicant has the right to appeal by submitting an appeal to CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan or to apply to higher authorities.

Functions and Responsibilities

Upon receipt of a complaint, CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan carries out the following:

registration of the complaint in accordance with established documentation procedures;
analysis of the content of the complaint and determination of responsible persons;
ensuring confidentiality during the consideration of the complaint;
making an objective decision;
timely informing the Applicant of the decision taken;
accounting for and storage of documents and working materials.

Rules for Submission, Acceptance, and Registration of Complaints

In cases of disputes related to conformity assessment within the core activities of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan, the Applicant has the right to submit a complaint on disputed issues addressed to the Head of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan.

The complaint shall indicate the reasons for the disagreement, provide justification for disagreement with the decision of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan, and list relevant documents, etc.

The complaint shall be submitted by mail, fax, or to the electronic address of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan, in written form, no later than 20 calendar days after the decision of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan with which the Applicant disagrees.

Receipt of each complaint shall be immediately acknowledged to the Applicant (for example, by mail, telephone, or e-mail), with mandatory confirmation from the Applicant of the fact of receipt of the registration of their complaint.

Rules and Timeframes for Consideration of Complaints

The Head of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan reviews the received complaint and forwards it to an authorized person responsible for developing measures to resolve it.

The authorized representative of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan shall consider the complaint together with the involved parties and jointly analyze the situation within 15 calendar days from the date of its registration.

The composition of documents attached to the complaint is determined by the Applicant, depending on the nature of the disputed situation.

CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan may request the Applicant to submit additional documents necessary for making a decision on the disputed issues.

An initial written response shall be sent to the Applicant no later than 15 calendar days from the date of registration of the complaint, indicating:

information on receipt of the complaint by CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan;
the registration number;
the timeframe for consideration of the complaint.

Rules and Timeframes for Issuing a Decision on a Complaint

The decision on the complaint shall be prepared by the authorized person within 15 calendar days, in accordance with established documentation procedures.

The decision on the complaint shall contain:

in case of full or partial satisfaction of the complaint, the timeframe and method of its satisfaction;
in case of full or partial refusal to satisfy the complaint, the reasons for refusal with references to relevant legislative acts, regulatory documents, and evidence substantiating the refusal;
a list of documents confirming the validity of the decision.

In case of disagreement with the adopted decision, the Applicant has the right to appeal by submitting an appeal to CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan (the procedure for consideration of appeals is publicly available on the website of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan) or to apply to higher authorities.

Procedure and Timeframes for Sending Responses Based on Complaint Review Results

The decision on the complaint shall be sent to the Applicant’s address in written form no later than one month from the date of its issuance, using communication methods that ensure recorded delivery or against signature.

If no objections to the decision on the complaint are received from the Applicant within 20 working days from the date of its dispatch, the decision shall be deemed accepted.

Responsibility

Employees of CA FPCHPPPunder ICPS of the Academy of Sciences of the Republic of Uzbekistan are responsible for:

objectivity, legality, and validity of the decisions made;
observance of confidentiality of information obtained during the complaint consideration process;
storage of documents and materials.

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