Complaint procedure

Complaint procedure

We at Baltic Control® Certification at all times aim to provide the best solution and service, however, there may be circumstances that give rise to a complaint. This can always be done in writing or orally. Baltic Control® Certification considers a timely and impartial complaint handling procedure as a fundamental part of the relationship of trust with our customers and as an invaluable help to continue to improve our activities at all levels. Complaints may relate to certification activities for which we are responsible, a certified customer or inspections performed by Baltic Control® Certification.

A complaint may be submitted in writing or orally to any employee of Baltic Control® Certification, and we will return shortly with a reasoned response. Our internal rules ensure that the decision made has been reviewed and approved by one or more persons who have not previously been involved in the area of the complaint. If, exceptionally, the matter cannot be resolved within a reasonable time, a project will be set up to manage the process, and the complainant will be kept informed of the schedule and status of the project until the end. If you wish to complain, please send an e-mail to cert@balticcontrol.com

Appeal procedure

The persons who process and make decisions in appeals may not be the same as those who have carried out audits and made decisions on that basis. Appeals may not discriminate against the appellant.

The appellant must be informed of the receipt of the appeal, informed of the progress of the case and of the outcome. In addition, the appellant must receive a complaint guide, which must contain information about Baltic Control® Certification's decisions within the authorized areas.

The decision communicated to the appellant must be taken and approved by one or more persons who have not previously been involved in the area of the appeal.

We currently have no anchor over our decisions. In case of appeal please contact the following e-mail: cert@balticcontrol.com

Violation of Ethical matters
Complaints about ethical matters which are in violation of Apave's Code of Ethics must be sent directly to Apave on mail apave@ethicattitude.com or tel.: + 33 788 119 006 (also for SMS, WhatsApp, Viber)

Cases

Jøren Ivar Brus Mikkelsen runs his herd of Forest Cattle from the National Park Mols Bjerge. Since 2014, he has been certified by Baltic Control® Certification and has an annual inspection to ensure that the herd meets the certification and the quality requirements that accompany it.

For our customer BMG A/S, which is a total supplier of goods in agriculture and animal feed, it is Baltic Control®s job to monitoring the loading of 7,700 tons of feed wheat and to check the product, quality, quantity and to carry out sampling.

Baltic Control® Certification specializes in sustainability certification of companies in the energy sector.The prerequisite for such a sustainability certificate is that a company is subject to a legal requirement for documentation that affects all parts of the value chain. For example, you must document that your production does not harm or damage natural areas.

”Since January 2009, Baltic Control® Certification has had the task of controlling the Danish pig herds. They are very serious and professional” says Asger Kjær Nielsen, Quality Manager for DANISH Product Standard at SEGES Knowledge Center for Pig Production

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