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Complaints and appeals procedure of TÜV Rheinland LGA Products GmbH (TRLP) and TÜV Rheinland Solar GmbH (TR Solar)

Every customer of TRLP and TR Solar has the possibility to complain related to a testing or certification service, no matter if it concerns an invoice, testing or certification statement. TRLP and TR Solar accept any method of submitting a complaint, e.g. via our web form in our “Make a complaint / appeal” section, by mail, by phone or in person. TRLP and/ or TR Solar will acknowledge receipt of a complaint in writing, usually within one week of receipt of the complaint.

If a complaint relates to at least one of the following:

  • Refusing to continue a certification,
  • Requesting corrective action,
  • Changes/restrictions to the scope of certification,
  • Decisions to deny, suspend or withdraw a certification.

Such an appeal will be treated as an appeal.

To avoid conflicts of interest in the processing of a complaint/appeal, decisions shall be made by independent personnel. After processing and analyzing an appeal/complaint, the certification body shall send an opinion stating the reasons for or, if appropriate, revising the decision. If an appellant cannot agree with TRLP's reasoning on the grounds of the appeal and again notifies TRLP of this, TRLP is obliged to involve the Independence Standing Panel for conciliation. This standing committee is composed of representatives of business, consumers and public authorities and mediates as a conciliation body between the appellant and TRLP if no agreement can be reached between TRLP and an appellant. Should an agreement be impossible despite the involvement of the conciliation body, an appellant is free to inform relevant authorities and/or the German Accreditation Body (DAkkS).

Any non-TRLP client whose application to participate in a certification program has been rejected has the right to file an appeal.

After the complaint/objection has been fully processed, the complainant/appellant will always receive a final response.

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