This Complaints and Appeals Policy sets out the institutional and operational framework of principles, procedures, and mechanisms that the Hellenic Institute of Non-Destructive Testing (HINDT) applies for the objective, transparent, and impartial handling of all complaints and appeals submitted by candidates, certified individuals, clients, or other interested parties.

This policy aligns with the requirements of the international standards EN ISO/IEC 17024 and EN ISO 9712 and is integrated into HINDT's broader Quality Management System, helping to strengthen reliability, accountability, and organizational integrity.

The main goal is to ensure fair treatment for all parties involved, to resolve issues in a timely and well-documented manner, and to use the relevant findings to continuously improve certification services.

Complaint: Expression of dissatisfaction by any interested party regarding HINDT's activities, processes, or service quality, which is not necessarily related to a certification decision.

Appeal: An official request to review a decision made by HINDT regarding a person's certification, such as failing an exam, restriction, suspension, or revocation of a certificate.

HINDT manages all complaints and appeals in accordance with the following fundamental principles:

• Impartiality: Procedures are conducted without bias, ensuring an objective evaluation of all relevant evidence.
• Confidentiality: Data and information concerning the parties involved are protected and used exclusively for the purposes of investigation.
• Transparency: Procedures are clearly defined, documented, and made available to interested parties.
• Independence: The review is carried out by individuals who have had no direct or indirect involvement in the subject matter of the complaint or appeal.
• Timely Response: All cases are managed within reasonable and predefined timeframes.
• Continuous Improvement: Investigation outcomes are utilized to prevent recurrence and enhance organizational performance.

Any interested party has the right to file a complaint or appeal without fear of negative consequences or discrimination.

Submissions can be made:

• In writing, in hard-copy or electronic form;
• Via electronic mail or formal correspondence addressed to HINDT;
• Through dedicated forms or digital channels made available by the organization.
• The submission must include a clear description of the issue, the contact details of the interested party, and any relevant supporting documentation.
• HINDT acknowledges receipt within five (5) working days, providing information regarding the subsequent stages of the procedure.

The management of complaints follows a structured and documented process:

• Registration: All complaints are recorded in a controlled tracking system to ensure traceability.
• Initial Assessment: A competent person is appointed to evaluate the nature, severity, and validity of the complaint.
• Investigation: The investigation is conducted objectively and may include interviews, document review, or internal audits.
• Corrective Measures: Where necessary, corrective or preventive actions are implemented.
• Notification: The complainant is informed in writing of the outcome of the examination and of any measures taken.
• Closure: The case is closed once a documented response has been provided and all required actions have been completed.

Appeals are looked at through an independent and multi-level process that ensures decisions are fairly reviewed.

Submission: The appeal is filed within a set deadline (for example, thirty (30) days) from the notification of the relevant decision.

Receipt Confirmation: HINDT informs the applicant in writing about the start of the process.

Formation of an Appeals Committee: The committee is made up of people who are independent from the original decision, to ensure objectivity and impartiality.

Case Review: The Committee looks over all the available information and can ask for extra details or invite the person involved for a hearing.

Decision Making: The final decision is made within sixty (60) days, unless an extension is required due to the complexity of the case, and is communicated in writing.

Documentation: All appeals are recorded and analyzed within the framework of Management Reviews for improvement purposes.

All information collected during the handling of complaints and appeals is treated as strictly confidential.

The investigation is carried out by independent and properly authorized people who weren't involved in the original decision or the related certification activity, ensuring the integrity of the process.

HINDT systematically analyzes complaints and appeals in order to:

• Identify trends or recurring issues;
• Assess potential systemic risks;
• Implement corrective and preventive actions; and
• Strengthen the continuous improvement of the Quality Management System.
• Relevant data are used as indicators of organizational performance and serve as input to the Management Review process.

HINDT Management:

• Ensures that complaints and appeals procedures are implemented with objectivity, impartiality, and effectiveness.
• Promotes transparency, fairness, and accountability at every stage of the process.
• Provides the necessary resources for the proper functioning of the relevant mechanisms.
• Actively supports continuous improvement and the prevention of similar incidents in the future.

This Complaints and Appeals Policy is officially approved by the HINDT Management and serves as a binding framework for all parties involved.

The policy is reviewed periodically — at least on an annual basis — or whenever required, to reflect developments in legislation, international standards, and the operational needs of the organization.

It is made available to all interested parties through the Institute's official communication channels, boosting transparency and trust in the certification system.