COMPLAINTS AND OBJECTIONS
Receiving Complaint and Objection Application
Complaint is defined as an expression of dissatisfaction made by any individual or organization to CTR when a response is expected, distinct from an objection. Objection, on the other hand, is defined as a request by any individual or organization for CTR to reconsider the decision taken regarding the matter.

Any complaints or objections regarding the certification activities conducted by CTR, such as audits, exams, certification decisions, or other related issues, must be documented in writing to be considered. Objections to decisions made by CTR must be submitted in writing within 30 days of the notification date of the decision. Objections regarding exam conditions, questions, or exam results must be submitted within 5 days of the exam date.

Parties wishing to lodge a complaint or objection can do so by using the Complaint and Objection Notification Form via mail, fax, email, hand-delivery, or through the online form available on the personnel certification section of the website (https://ctr.voc-tester.com/itiraz-sikayet). To ensure effective consideration and evaluation of the application, the following information, where applicable, must be included:


In line with CTR's policy, if feasible, complaints and objections are resolved within 1 month from the date of application.

During the process of evaluating and resolving complaints and objections, if necessary, relevant updates and information on the progress of the complaint or objection can be provided to the parties involved, adhering to principles of confidentiality. Written application is required for this purpose.

All complaints received by CTR are strictly confidential, and under no circumstances are third parties provided with information. If deemed necessary, only organizations accrediting CTR or legally authorizing certification bodies are allowed access. In case of legal inquiries, interested parties are informed accordingly.

Review of Complaint and Objection Applications
All information related to complaints and objections is reviewed, and its adequacy and appropriateness for consideration are verified. During the confirmation stage, it is verified whether the complaint pertains to the activities under the responsibility of compliance assessment. If the complaints are not sufficient or valid for compliance assessment activities, they are not evaluated. The results of the application evaluation are communicated to the applicants within 7 days in writing.

Evaluation of Complaints
An evaluation of complaints is conducted within 7 days, and corrective action is initiated. It is ensured that the individuals responsible for making decisions and carrying out activities related to the complaint are independent and have no prior involvement or relationship with the complainant.

Complaints made by third parties regarding certified clients are communicated to the certified client in writing within 7 days without delay, ensuring compliance with confidentiality rules. The certified client is requested to implement activities to address the complaint (including identifying the reasons for the complaint) and provide written information on the results within 15 days. Information from certified clients is evaluated.

The results of all activities conducted for the complainant are communicated in writing within 1 month, adhering to confidentiality rules. If there is no change regarding the complaint and the conducted activities are deemed insufficient or if the resolution of the complaint requires a legal regulation, the complainant is informed of their right to appeal to a higher authority (e.g., court). In cases where all avenues for resolution have not been exhausted, applicants may escalate the matter outside of CTR's internally established and organized committees (e.g., courts).

Evaluation of Objections
Before referring relevant objections to the Objection Committee, an initial assessment is made to attempt resolution. This is particularly important to prevent unnecessary committee activities for inadvertent errors (such as the evaluation of audit and exam results). For objections, such as those related to audit and exam results, if there is no change in the objection, the objection is evaluated gradually within 7 days for each step, first by the individual subject to the objection, then by another individual subject to the same qualification requirements, and finally by another individual qualified to make decisions in the relevant certification program (or for internal validation for personnel certification). If the objection is found to be valid, necessary corrections are made with the approval of the certification decision-making mechanism. The results are communicated in writing to the objector. For objections related to audit teams/examiners, if the objection is found to be valid, the relevant changes are implemented within 7 days. The results are communicated in writing to the objector. If there is no change in the objection raised by the objector, the process for the objection to be evaluated by the Objection Committee is initiated.

Objection Committee is convened to evaluate objections. The impartiality of individuals involved in the objection evaluation processes is ensured; especially those who have made certification decisions and conducted audits/exams are not involved in the objection decision-making processes. The committee conducts assessments related to the issue and makes decisions on objections. If necessary, corrective and/or corrective activities related to the objection are initiated. The decision is communicated to the objector in writing within 1 month. If there is no change in the objection raised by the objector and no agreement is reached, the objector is informed of their right to appeal to a higher authority (e.g., court). In cases where all avenues for resolution have not been exhausted, applicants may escalate the matter outside of CTR's internally established and organized committees (e.g., courts).

NOTE - Suggestions are evaluated separately from complaints and objections. If you wish to make a suggestion regarding CTR's certification activities, please use our Contact page. Your suggestion will be evaluated as soon as possible, and you will be informed of the outcome.