For further Information please contact:

Function	Name	Contact
Head of JI/CDM Certification Program	Mr. R. Winter	Phone:      +49 (0)201 825-3329 Fax:          +49 (0)201 825-2139 E-Mail:      rwinter@tuev-nord.de
Deputy head of JI/CDM Certification Program	Mr. E. Krupp	Phone:      +49 (0)201 825-3223 Fax:          +49 (0)201 825-2139 E-Mail:      ekrupp@tuev-nord.de
Quality Manager Climate Change (IQM)	Ms. A. Ull	Phone:      +49 (0)201 825-2333 Fax:          +49 (0)201 825-2139 E-Mail:      aull@tuev-nord.de
Administration	Mr. S. Friesen	Phone:      +49 (0)201 825-2758 Fax:          +49 (0)201 825-2139 E-Mail:      sfriesen@tuev-nord.de
Project Coordinator Sales	Mr. O. Bley	Phone:      +49 (0)201 825-2783 Fax:          +49 (0)201 825-2139 E-Mail:      obley@tuev-nord.de

Complaints, Disputes and Appeals

TÜV NORD CERT GmbH publishes on its Internet webpage the company’s Complaints and Appeals Management Procedure (see: “Download”). The following remarks only apply to additional aspects within the framework of the TÜV NORD JI/CDM Certification Program.

Complaints, appeals and disputes (CAD) can occur in different phases of the project. Possible CADs are:

·      Comments received  by parties, stakeholders and UNFCCC accredited NGO’s,

·      CAD received from national authorities or host parties,

·      Comments on assessments of the CP,

·      Handling of CAR and FAR,

·      Not meeting agreed timelines.

The head of CP is responsible to collect all information about such complaints, appeals and disputes and ensure that they are noted in the form “Handling of Non-Conformities”. The Head of CP can be supported by the Internal Quality Manager (IQM) Thus, all CAD which are received in a TÜV NORD subsidiary regarding VVC activities for CDM, JI or VO projects shall be submitted immediately to the head of CP and the IQM by using the form above.

He/she is also responsible with assistance by the IQM:

·      to communicate with the organization of the CAD regarding the course of action,

·      to discuss the open points with the project developer/project participants as well as – if necessary – with the UNFCCC and interested stakeholders,

·      to initiate corrections

·      to ensure evaluation of root cause analysis if deemed necessary (please refer to the section ‘Root cause analysis’ in this procedure)

·      to lay down corrective actions and

·      to control the corrective actions and check their effectiveness.

·      to define preventive actions if deemed necessary (please refer to the section ‘Preventive action’ in this procedure)

·      to check the effectiveness of the preventive action if necessary.

All CAD will also be forwarded by the head of CP, assisted by the IQM, via the internal complaint management system of TÜV NORD CERT GmbH to the head of the respective organizational unit. All CADs will be archived in the internal complaint management system. Thus, all CAD can be tracked. In case this system is not operational, an internal system shall be implemented.

In case CADs are addressing the work of a subsidiary, the CAD will be forwarded to the responsible personnel of the subsidiary. The head of CP is responsible to track, whether corresponding actions have been taken.

In case CADs are addressing the head of CP, the responsible person will be defined by the QMR in compliance with the structure of TÜV NORD CERT GmbH.

Thus, it will be guaranteed, that the person the CAD is addressing will not be involved in the handling of CAD.

In case the head of the CP is not available to address the CAD, the responsibility is taken by the deputy head. In this case all communication is to be made available to the head of the CP.

If a dipute or complaint can not be solved the Advisory Board of TÜV NORD CERT GmbH may act as arbitration body as described on the TÜV NORD CERT GmbH Internet webpage. The arbitration body may include additional neutral persons or experts as agreed upon by the appellant and the JI/CDM Certification Program but shall at least include one person from JI/CDM CP as well as one person from the appellant’s side who were not involved to the subject of the appeal.