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Procedure for Complaints and Appeals of TÜV Rheinland

Every TÜV Rheinland customer has the opportunity to file a complaint against any testing or certification service, no matter it refers to an invoice, service delivery, a test or a certification statement. TÜV Rheinland accepts complaints by any means of communication be it e.g. via our web form under the header ‘I would like to: Make a complaint /appeal’, by mail, over the phone, or in person. TÜV Rheinland will confirm receipt of a complaint in writing.

If a complaint relates to at least one of the following aspects the complaint is considered as an appeal:

  • Deny to resume with the certification
  • Changes to / limitation of the certificates’ scope
  • Decisions to reject, suspend or withdraw the certification

To avoid conflicts of interest appeals/ complaints must be analyzed and processed by qualified and independent personnel. After having processed and analyzed a complaint / an appeal the responsible department will send the complainant either a rationale for its original opinion or, if applicable, a revision of the decision. Further actions will be taken as applicable.

Any non-TÜV Rheinland client, whose application for participation in a certification program has been denied, has the right to file an appeal.

After complete processing of the complaint / appeal, the complainant / appellant will always receive a final answer.

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