The Accreditation Body of Montenegro (ATCG) is committed to delivering high-quality accreditation services. The effective and efficient handling of complaints and appeals is one of the key mechanisms for enhancing the performance of ATCG and accredited conformity assessment bodies. This approach strengthens the accountability of all stakeholders and reinforces confidence in the overall accreditation system.

Complaints and appeals provide interested parties with a formal and structured means to raise concerns related to the work of ATCG or the activities of accredited conformity assessment bodies, as well as to request a review of decisions affecting accreditation status.

It is important to emphasize that the submission of a complaint or an appeal shall not result in any negative consequences for the complainant or appellant, irrespective of the outcome of the procedure.

At all stages of the complaints and appeals process, ATCG consistently adheres to the principles of timeliness, transparency, accountability, impartiality, objectivity, and confidentiality of information.

ATCG considers openness to complaints and appeals to be an indicator of system maturity and a commitment to continual improvement.

Importance of Complaints and Appeals

Complaints and appeals are an important source of information and form an integral part of ATCG’s continual improvement system. Their analysis enables, among other things:

• The identification of weaknesses in the accreditation system, processes and procedures;
• The strengthening of impartiality, consistency, and robustness in accreditation decision-making;
• The improvement of the competence and performance of personnel and externally engaged assessors;
• The enhancement of public confidence in ATCG and in accredited conformity assessment bodies.

Information derived from the handling of complaints and appeals is used as input to the regular review of ATCG’s quality management system, thereby supporting its continual improvement.

Complaint and Handling of Complaints

A complaint is an expression of dissatisfaction, other than an appeal, submitted by any person or organization to ATCG, relating to the activities of ATCG or of conformity assessment bodies accredited by ATCG, for which a response is expected.

A complaint related to the activities of ATCG may include, but is not limited to:

• Deficiencies, inconsistencies, or lack of clarity in ATCG documentation;
• Non-fulfilment of applicable rules, procedures, or internal requirements;
• The conduct or performance of ATCG personnel or externally engaged assessors and technical experts;
• Issues related to transparency and publicly available information.

A complaint related to the activities of an accredited conformity assessment body may include, but is not limited to:

• Non-compliance with accreditation rules and criteria;
• Improper or unauthorized use of the accreditation symbol;
• Deficiencies in the documentation of the conformity assessment body;
• Issues related to impartiality and objectivity;
• The competence of personnel;
• The validity and reliability of conformity assessment results.

Note: Issues related to the business policy of conformity assessment bodies (e.g. the level of service fees) cannot be the subject of a complaint, as they are not related to technical competence within the scope of accreditation.

A complaint shall be submitted to ATCG in writing, using the prescribed form. Upon receipt, the complaint is handled through a clearly defined process that includes review and verification of its validity, impartial consideration of all relevant objective evidence, and decision-making. Where the complaint relates to the activities of an accredited conformity assessment body, that body is required to first address the complaint in accordance with its own documented procedures, under the oversight of ATCG.

If a complaint is found to be justified, ATCG shall take appropriate corrective actions. ATCG shall inform the complainant in writing of the outcome and the final decision.

Appeal and Handling of Appeals

An appeal is a request by a conformity assessment body for reconsideration of an adverse accreditation decision related to its accreditation status. An appeal may be submitted exclusively by a conformity assessment body that is accredited by ATCG or is undergoing the accreditation process.

An appeal may relate, among other things, to:

• The rejection of an application for accreditation;
• A decision to suspend or terminate the assessment process;
• Decisions on the granting, maintenance, extension, reduction, suspension, or withdrawal of accreditation, in whole or in part;
• Other ATCG decisions that prevent the granting or maintenance of the requested accreditation status.

The accreditation process that is the subject of an appeal shall be placed on hold for the duration of the appeal handling process. An appeal shall be submitted to ATCG in writing, using the prescribed form.

Upon receipt, the appeal is handled through a clearly defined process that includes review by an independent appeals committee possessing appropriate competence. The purpose of this process is not only to reach a decision on the specific appeal, but also to identify opportunities for the improvement of the accreditation process and decision making.

Decisions on appeals shall be based on an objective evaluation of all relevant facts and documented evidence, and the appellant shall be informed in writing of the outcome of the appeal. If the appeal is found to be justified, ATCG shall take appropriate corrective actions.

Procedure Pr.08 – Resolution of Complaints and Appeals, which prescribes in detail the submission and handling of complaints and appeals, as well as the relevant forms for submitting complaints or appeals, are publicly available and can be found in the “Documents” section.