{"id":44,"date":"2026-03-24T20:36:14","date_gmt":"2026-03-24T18:36:14","guid":{"rendered":"https:\/\/hindt.gr\/?page_id=44"},"modified":"2026-06-19T13:14:39","modified_gmt":"2026-06-19T11:14:39","slug":"%cf%80%ce%bf%ce%bb%ce%b9%cf%84%ce%b9%ce%ba%ce%ae-%cf%80%ce%b1%cf%81%ce%b1%cf%80%cf%8c%ce%bd%cf%89%ce%bd-%ce%ba%ce%b1%ce%b9-%cf%80%cf%81%ce%bf%cf%83%cf%86%cf%85%ce%b3%cf%8e%ce%bd","status":"publish","type":"page","link":"https:\/\/www.hindt.gr\/en_us\/%cf%80%ce%bf%ce%bb%ce%b9%cf%84%ce%b9%ce%ba%ce%ae-%cf%80%ce%b1%cf%81%ce%b1%cf%80%cf%8c%ce%bd%cf%89%ce%bd-%ce%ba%ce%b1%ce%b9-%cf%80%cf%81%ce%bf%cf%83%cf%86%cf%85%ce%b3%cf%8e%ce%bd\/","title":{"rendered":"Complaints and Appeals Policy"},"content":{"rendered":"
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Complaints and Appeals Policy<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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1. Purpose<\/div>

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.<\/p>

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.<\/p>

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.<\/p>

2. Definitions<\/div>

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.<\/p>

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.<\/p>

3. Fundamental Principles of Management<\/div>

HINDT manages all complaints and appeals in accordance with the following fundamental\nprinciples:<\/p>

  • Impartiality: Procedures are conducted without bias, ensuring an objective evaluation of\nall relevant evidence.<\/li>
  • Confidentiality: Data and information concerning the parties involved are protected and\nused exclusively for the purposes of investigation.<\/li>
  • Transparency: Procedures are clearly defined, documented, and made available to\ninterested parties.<\/li>
  • Independence: The review is carried out by individuals who have had no direct or indirect\ninvolvement in the subject matter of the complaint or appeal.<\/li>
  • Timely Response: All cases are managed within reasonable and predefined timeframes.<\/li>
  • Continuous Improvement: Investigation outcomes are utilized to prevent recurrence and\nenhance organizational performance.<\/li><\/ul>
    4. Submission of Complaints or Appeals<\/div>

    Any interested party has the right to file a complaint or appeal without fear of negative consequences or discrimination.<\/p>

    Submissions can be made:<\/p>

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

      The management of complaints follows a structured and documented process:<\/p>

      • Registration: All complaints are recorded in a controlled tracking system to ensure\ntraceability.<\/li>
      • Initial Assessment: A competent person is appointed to evaluate the nature, severity, and\nvalidity of the complaint.<\/li>
      • Investigation: The investigation is conducted objectively and may include interviews,\ndocument review, or internal audits.<\/li>
      • Corrective Measures: Where necessary, corrective or preventive actions are\nimplemented.<\/li>
      • Notification: The complainant is informed in writing of the outcome of the examination\nand of any measures taken.<\/li>
      • Closure: The case is closed once a documented response has been provided and all\nrequired actions have been completed.<\/li><\/ul>
        6. Appeals Handling Procedure<\/div>

        Appeals are looked at through an independent and multi-level process that ensures decisions are fairly reviewed.<\/p>

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

        Receipt Confirmation: HINDT informs the applicant in writing about the start of the process.<\/p>

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

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

        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.<\/p>

        Documentation: All appeals are recorded and analyzed within the framework of Management Reviews for improvement purposes.<\/p>

        7. Confidentiality and Impartiality<\/div>

        All information collected during the handling of complaints and appeals is treated as strictly confidential.<\/p>

        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.<\/p>

        8. Monitoring, Analysis, and Continuous Improvement<\/div>

        HINDT systematically analyzes complaints and appeals in order to:<\/p>

        • Identify trends or recurring issues;<\/li>
        • Assess potential systemic risks;<\/li>
        • Implement corrective and preventive actions; and<\/li>
        • Strengthen the continuous improvement of the Quality Management System.<\/li>
        • Relevant data are used as indicators of organizational performance and serve as input to\nthe Management Review process.<\/li><\/ul>
          9. Commitment of Management<\/div>

          HINDT Management:<\/p>

          • Ensures that complaints and appeals procedures are implemented with objectivity,\nimpartiality, and effectiveness.<\/li>
          • Promotes transparency, fairness, and accountability at every stage of the process.<\/li>
          • Provides the necessary resources for the proper functioning of the relevant mechanisms.<\/li>
          • Actively supports continuous improvement and the prevention of similar incidents in the\nfuture.<\/li><\/ul>
            10. Approval, Review, and Publication<\/div>

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

            The policy is reviewed periodically \u2014 at least on an annual basis \u2014 or whenever required, to reflect developments in legislation, international standards, and the operational needs of the organization.<\/p>

            It is made available to all interested parties through the Institute's official communication channels, boosting transparency and trust in the certification system.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

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