Complaint management procedure concerning SQS Climate Services

Complaints (appeals) can be submitted in written form either by snail mail, fax or electronic form. Receipt is acknowledged by the officer in charge within 3 days. Depending on the extent and gravity of the complaint, the director training & environment decides on the appropriate action to be initiated. Within 30 days the director or head climate services will notify the client in writing of the actions taken for compensation and to prevent recurrence of the case. The head monitors that the corrective action takes place; the ultimate responsibility to assure satisfaction of the complaining party is with the director.Documentation and archiving of the complaint (written justification; the corrective action; monitoring) takes place in the complaints log and the respective project folder.

The procedures for the handling of complaints and appeals and for the allocation of responsibilities are available upon request. Click here to request.

Submission of complaints
 

Please submit your complaint (appeal) in written form either by: