Appeal – a request by a service user to reassess any adverse decision of the laboratory regarding the service provided to him.
Complaint – expressing dissatisfaction by any person or organization to the laboratory in relation with the laboratory activity.
Complaints are accepted when made orally and in writing. Appeals are accepted only in writing within 20 days from the date of the relevant decision.
Orally: upon arrival at the office – 127 Kuldigas Street, Ventspils, LV-3601, Latvia or by phone: +371 63624528.
In writing: by post – 127 Kuldigas Street, Ventspils, LV-3601, Latvia or by e-mail: firstname.lastname@example.org.
In order to register a complaint or appeal in the journal, it is necessary to indicate the name, surname, occupation, address of the submitter, date and signature.
Anonymous complaints or appeals are not being reviewed by the laboratory.
Complaints and appeals are reviewed within certain time limits by taking appropriate decisions in accordance with international standards:
- within 7 days if the submitted does not apply to the scope of the laboratory,
- within 10 days respond to a complaint or appeal unless additional information is required,
- within 30 days respond to the submitter if additional checks or information are required. If due to objective circumstances the 30 days deadline can not be met the applicant will be notified.
The complaints and appeals procedure can be obtained by requesting this information from V&V VentMet laboratory Ltd.