Appeals and Complaints

Handling of Appeals

Step 1

If there is any appeal with regards to schemes under TÜV SÜD Indonesia Certification of Persons, please write in formally to Certification Department, PT. TÜV SÜD Indonesia at Indonesia Stock Exchange Building 8th floor suite 806 Jenderal Sudirman, Kav 52-53, Lot 2 Jakarta Selatan 12190 within one month from the date of notification of the final result. An administrative fee will be charged for appeal cases by TÜV SÜD Indonesia. The appellant shall state the grounds for appeal and the justification for the final result to be reviewed.

Step 2

Upon receipt of the appeal, TÜV SÜD Indonesia will send an acknowledgement to the appellant.

Step 3

The Certification Department, together with relevant parties, will evaluate and investigate the appeal received.

Step 4

Appellant will be informed of the outcome of the evaluation and investigation. The decision of the Appeal Panel will be final and no further appeal for the same case shall be entertained.

Handling of Complaints

Step 1

If there is any feedback or complaint with regards to TÜV SÜD Indonesia services, please write in by mail to [email protected]

Step 2

Upon receipt of the complaint, TÜV SÜD Indonesia will send an acknowledgement to the complainant.

Step 3

TÜV SÜD Indonesia, together with relevant parties, will evaluate and investigate the complaint received.

Step 4

Complainant will be informed of the outcome of the evaluation and investigation.

Step 5

TÜV SÜD Indonesia, together with the relevant parties, will take the required actions determined for the resolution of the complaint

Step 6

If actions required to be taken will exceed 2 months from the date of receipt of the complaint, the complainant will be given an interim update on the progress.

Step 7

Upon completion of the actions taken, complainant will be informed by TÜV SÜD Indonesia of the outcome of the actions taken