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Complaints 

Defenition
"Every action taking by the customer or other third party in which he directly or indirectly indicates not being satisfied with the services of DMI"

Treatment
Dutch Marine Inspection handles complaints with care. For handling complaints we have got a complaints policy. The procedure indicates how complaints are resolved to both the complainant and DMI. Our experience tells us handling complaints with care results in solutions which serve the interests of the complainant as well the interests of DMI. To us complaints are possibilities to learn and improve our processes.

Disputes

Defenition
"A specific complaint of a customer or another third party indicating they disagree with a certification decision taken by DMI."     
Treatment
A dispute is a complaint especially concerning a certification decision. Complaints about a certification decision should be made in writing and must be accompanied by a clear and specific description and substantiation of the complaint. It should clarify to DMI why, and based on what, a different decision should have been made.

In case of a dispute, the complaints procedure is extended by:

  • DMI's decision process related to certification will be reviewed by another person.
  • The results of this review will be presented in a report.
  • Based on the review it is possible that the certification decision will be changed.
  • The report is offered to the complainant and, if different, the certification holder.

To clarify: DMI will not share substantive information about certification nor the certified product to third parties.
Another person only assess whether the certification process is completed correctly and whether, based on the supplied material, the right certification decision could be made and whether the right certification decision is made.
The specific complaint will duly taken care of.

Appeals

Defenition
"A complaint where participants have no longer prospect for simply reaching an agreement. This results in a formal appeal."

Treatment
For both the certificateholder as well any third party, there is a possibility to appeal against the outcome of the complaint assessment. This written appeal must be submitted within 10 working days.

This appeal will be submitted to the Appeal Committee together with all documents from the initial assessment and reassessment.

The Appeal Committee will annouce a binding decision within 20 working days.

The Appeal Committee only checks the followed procedure and whether, based on the available material, a decision could be made and whether the right decision is made.

Appeal Committee
There is an appeals committee. Rules for this have been drawn up.