ComplaintsandAppeals投诉与申诉.PDFVIP

Complaints and Appeals 投诉与申诉   It is the goal of the TÜV Rheinland Group to provide a high level of service to our customers. If you believe that we have failed to match your level of expectation, please do not hesitate to use our publicly available complaints and appeals system. This will help us to improve our service delivery in the future. 德国莱茵TÜV集团致力于向客户提供高水平服务。如果您认为我们的服务未达到您的期望，请务必使用我 们的公共投诉与申诉系统。这将帮助我们在未来提高服务质量。 You can submit your complaint or appeal by mail to one of our offices in Greater China, via e-mail to service-gc@ or via the feedback form on our website . 您可以通过以下方式提交投诉或申诉：寄信给莱茵大中华区的任何一个办公室，发电邮至service- gc@，或者登陆我们的网站进行反馈。 Complaints 投诉 Definition: 定义 Expression of dissatisfaction made to TÜV Rheinland, related to its provided services or the complaints- handling process itself, where a response or resolution is explicitly or implicitly expected. (Derived from ISO 10002 clause 3.2) 对于德国莱茵 TÜV 所提供服务，或对于其明示或暗示性的回复或解决方法的投诉处理过程本身所表达的不 满意。(从ISO 10002 标准的条款3.2 衍生出来) Process: 流程 After receiving a complaint, the complainant will receive a confirmation of receipt and the complaint is registered in a database under supervision of Central Customer Service who is responsible for the overall complaint handling process. 一旦收到投诉，投诉人将收到一封确认收据，随后此次投诉将会被记录在数据库里，由中心客户服务部的 相关人员监管，同时负责整体投诉处理流程。 Central Customer Service will review the complaint and assign a complaint manager who is responsible for:  Analysis of the causes  Stipulation of corrective actions  Verification/inspection of the effectiveness of the corrective actions  If necessary proposal of preventive measures  Information of all the persons affected by the corrective/preventive actions, in particular the client. 中心客户服务部将评审投诉并委派一名投诉经理负责：  分析原因  规定纠正措施  验证/检查纠正措施的有效性  考虑是否提出必要的预防措施  收集此次纠正/预防措施所有所涉及到人的信息，尤其是客户 All the information and processing history is documented in the complain