Patikra

PATIKRA maintains a complaints and appeals procedure on the website and all interested parties can register any complaints and appeals.

All such complaints or appeals can be officially registered on the PATIKRA website, by phone and email.

• PATIKRA will be responsible for all decisions at all levels of the complaints and / or appeals process
• Filing, investigating and deciding on complaints and / or appeals will not have any discriminatory consequences for the complainant
• PATIKRA, upon receipt of the complaint, confirm whether the complaint relates to an activity for which it is responsible and, if so, deal with it
• PATIKRA has a documented process for receiving, evaluating and deciding on complaints and appeals. This process is subject to confidentiality requirements
• Upon receipt of a complaint and / or appeal, PATIKRA will be responsible for collecting and verifying all information required for their approval.
• The decision, which will be notified to the complainant and / or appellant, will be taken and confirmed by a person (s) who have not previously been involved in the activities related to the complaint and / or appeal.
• If possible, the PATIKRA will formally announce the end of the complaints process
• PATIKRA formally notify the appellant of the end of the appeal proceedings

The complaint handling process shall include at least the following elements and methods:

• a description of the process for receiving, approving, investigating and deciding on a complaint
• actions to be taken in response
• tracking and recording complaints, including the action taken in response to them
• ensuring that appropriate corrective action is taken