Customer Services

ATS takes note to all your responses and feedback on its activities and the activities of its accredited conformity assessment bodies, regardless of whether it is a positive response or an objection to its work or the work of its accredited conformity assessment bodies.

We also support your efforts to inform us of any possible misuse of the accreditation symbol and status that ATS granted to accredited assessment bodies.

If you want to send us a complaint, a suggestion or a compliment, you can do this in several ways:

by phone: +381 11 313 03 73 (this is the phone number of the Technical Secretary, while contact details of other employees may also be found under Staff Directory)

by post:
Accreditation Body of Serbia
Vlajkovićeva 3, 5th floor
11000 Beograd 6
poštanski fah 92
Serbia

by fax: +381 11 313 03 74

and

by email: office@ats.rs

Customer Satisfaction

The Accreditation Body of Serbia (ATS) is committed to effective delivery of its service that will be valued by the customers. In order to achieve this, we need your help. We appreciate your endeavours to share with us any positive feedback, suggestions, complaints or appeals in order to upgrade our communication and services we deliver. Therefore, if you have any suggestions for improvements, please email us at office@ats.rs at all times.

Moreover, once a year ATS conducts a customer satisfaction survey in keeping with the procedure entitled Identification of Needs and Assessment of the ATS Client Satisfaction and Upgrade of the Management System, ATS-PR09 for the purpose of mutual systematic and permanent development of quality.

The Serbian version of the Questionnaire for Identification of Needs and Assessment of the ATS Client Satisfaction ATS-PR09-O01 can be completed on-line, while the results of the ATS client satisfaction survey can be found in the latest ATS Annual Report.

Should you have any queries related to completion of this questionnaire, please contact us at:

Phone: +381 11 314 86 80
Fax: +381 11 313 03 74
or e-mail: office@ats.rs

Furthermore, ATS commenced, with the aim of gathering information related to performed assessments, with the activities aiming at the upgrade of the work of the ATS assessment teams and enhancement of their efficiency, and harmonisation of assessors’ stands when performing assessments. With that end in view ATS will use a special form (Evaluation of the Performed Assessment, ATS-PR09-O02).

If you wish to express your satisfaction or even dissatisfaction, and propose improvement measures, you will need to complete the form immediately after the assessment or after the accreditation procedure has been finalised and send it to ATS to the address listed in the form. Completion of the form is voluntary.

ATS would like to take this opportunity to thank you in advance for any information, suggestion, proposal or opinion you decide to send us.

 

Complaints

Expression of dissatisfaction, other than appeal, by any person or organisation, to an accreditation body, relating to the activities of that accreditation body or of an accredited CAB where a response is expected.

Complaints made by any person or organisation that are related to the ATS activities or activities of an accredited CAB shall be dealt with by the ATS Director in accordance with the procedure for the resolution thereof.

ATS shall:
- review whether a complaint is justified;
- ensure, where appropriate, that a complaint is first reviewed by an accredited CAB that the complaint relates to;
- undertake appropriate actions and assess their effects;
- keep records of all complaints and actions that were undertaken, and
- reply to a person filing a complaint.

A  complainant shall  be  informed in  writing about  the  decision no later than 30 days following the date of complaint filling. The Director shall send the complainant the information about the decision on complaint.

Appeals

Request by a CAB for reconsideration of any decision made by the accreditation body that has adverse effect on a conformity assessment body and that is related to its desired accreditation status.

Appeals against accreditation decisions and certificates shall be dealt by the Appeals Committee in accordance with procedure for the resolution of complaints and appeals.

An appeal can be lodged to ATS against accreditation decisions within 15 days after the decision has been delivered. The Appeals Committee shall make decisions on the appeals within 30 days following the receipt of the appeals. The Appeals Committee shall be established by the ATS Management Board.

The decision of Appeals Committee shall be final, whereas an administrative dispute can be brought against it.