{"id":20587,"date":"2021-02-16T11:25:56","date_gmt":"2021-02-16T11:25:56","guid":{"rendered":"https:\/\/www.certsign.ro\/procedura-primire-procesare-sesizari\/"},"modified":"2024-02-09T16:12:53","modified_gmt":"2024-02-09T16:12:53","slug":"procedure-receiving-procesing-complaints","status":"publish","type":"page","link":"https:\/\/www.certsign.ro\/en\/procedure-receiving-procesing-complaints\/","title":{"rendered":"Procedure regarding the receiving and procesing of the complaints"},"content":{"rendered":"<!DOCTYPE html PUBLIC \"-\/\/W3C\/\/DTD HTML 4.0 Transitional\/\/EN\" \"http:\/\/www.w3.org\/TR\/REC-html40\/loose.dtd\">\n<html><body><h2 style=\"display:none !important\"><\/h2><h1 style=\"display:none !important\">Procedure regarding the receiving and procesing of the complaints- certSIGN<\/h1><div data-elementor-type=\"wp-page\" data-elementor-id=\"20587\" class=\"elementor elementor-20587 elementor-11263\" data-elementor-post-type=\"page\" id=\"main-page-content\"> <section class=\"elementor-section elementor-top-section elementor-element elementor-element-b30a667 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"b30a667\" data-element_type=\"section\" data-e-type=\"section\" data-settings='{\"background_background\":\"gradient\"}'> <div class=\"elementor-container elementor-column-gap-default\"> <div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-e87fc16\" data-id=\"e87fc16\" data-element_type=\"column\" data-e-type=\"column\" data-settings='{\"background_background\":\"classic\"}'> <div class=\"elementor-widget-wrap elementor-element-populated\"> <div class=\"elementor-background-overlay\"><\/div> <section class=\"elementor-section elementor-inner-section elementor-element elementor-element-ee38473 elementor-section-height-min-height elementor-section-content-middle elementor-section-boxed elementor-section-height-default\" data-id=\"ee38473\" data-element_type=\"section\" data-e-type=\"section\"> <div class=\"elementor-container elementor-column-gap-default\"> <div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-305d978\" data-id=\"305d978\" data-element_type=\"column\" data-e-type=\"column\"> <div class=\"elementor-widget-wrap elementor-element-populated\"> <div class=\"elementor-element elementor-element-9f5679e elementor-align-left elementor-widget__width-inherit elementor-absolute elementor-tablet-align-center elementor-mobile-align-center elementor-widget-tablet__width-inherit elementor-widget elementor-widget-breadcrumbs\" data-id=\"9f5679e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings='{\"_position\":\"absolute\"}' data-widget_type=\"breadcrumbs.default\"> <div class=\"elementor-widget-container\"> <nav id=\"breadcrumbs\"><span><span><a href=\"https:\/\/www.certsign.ro\/en\/\">Home<\/a><\/span><\/span><\/nav> <\/div> <\/div> <div class=\"elementor-element elementor-element-3070265 elementor-widget elementor-widget-heading\" data-id=\"3070265\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\"> <div class=\"elementor-widget-container\"> <h2 class=\"elementor-heading-title elementor-size-default\">Procedure regarding the receiving and procesing of the complaints<\/h2> <\/div> <\/div> <\/div> <\/div> <\/div> <\/section> <\/div> <\/div> <\/div> <\/section> <section class=\"elementor-section elementor-top-section elementor-element elementor-element-85203ef elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"85203ef\" data-element_type=\"section\" data-e-type=\"section\"> <div class=\"elementor-container elementor-column-gap-default\"> <div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b5d6967\" data-id=\"b5d6967\" data-element_type=\"column\" data-e-type=\"column\"> <div class=\"elementor-widget-wrap elementor-element-populated\"> <div class=\"elementor-element elementor-element-e1ae327 elementor-widget elementor-widget-text-editor\" data-id=\"e1ae327\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\"> <div class=\"elementor-widget-container\"> <p>This procedure details how certSIGN, receives and processes your complaints or referrals.<\/p><p>Should you encounter any problems accessing or using our services or wish to make a complaint about products and services purchased from certSIGN, please contact certSIGN in accordance with this procedure.<br>certSIGN:<\/p><ul><li>checks all the media below regularly;<\/li><li>each request and message is handled individually and confidentially;<\/li><li>undertakes all effort to make sure that your complaint\/referral is resolved in a fair and timely manner.<\/li><\/ul><p>All complaints can be submitted\/transmitted:<\/p><ul><li>by e-mail to <a href=\"mailto:office@certsign.ro\">office@certsign.ro<\/a>;<\/li><li>by telephone at 0311011870, by calling our call centre service;<\/li><li>by post, courier or delivery in person to: 29A, Tudor Vladimirescu Bvd., AFI Tech Park 1, Sector 5, Bucharest, Romania, Postal Code 050881.<\/li><\/ul><p>The complaint\/referral will be recorded by certSIGN and a confirmation of registration will be sent to you at the email address you have communicated to us.<\/p><p>In order for certSIGN to register your complaints\/referrals you must provide all the information necessary to identify and resolve the subject matter. Thus, the complaint\/referral must contain, as appropriate:<\/p><ul><li>name or full name, e-mail address and telephone number of the person making the complaint\/referral;<\/li><li>subject of the complaint\/referral;<\/li><li>a document or information confirming the purchase of the product or service to which the complaint\/referral relates;<\/li><li>in the event of a complaint about errors\/damages\/defects in the products\/services ordered, you must return the goods (if applicable) and submit proof of the errors for products containing software or services.<\/li><li>signature, if the complaint is sent by e-mail, post\/courier.<\/li><\/ul><p>Should you not provide all the information mentioned, a certSIGN representative will inform you by phone or email of the need to complete it.<\/p><p>You must provide the missing information within 14 days from the date of notification. The resolution of the complaint\/referral is suspended during the aforementioned 14-day period.<\/p><p>Anonymous complaints\/referrals or those in which the petitioner&rsquo;s identification and\/or contact details are not included will not be taken into account.<\/p><p>Depending on the complexity and implications of the referral or complaint, it shall be resolved within 30 days from the date of receipt, respectively from the date of providing the missing information unless the law provides for a shorter deadline for resolution.<\/p><p>certSIGN will inform you by email of the decision regarding the complaint\/referral submitted.<\/p><p>If you are a Consumer under the GEO 34\/2014 on consumer rights in contracts concluded with professionals, as well as for the amendment and completion of normative acts, you have the right to contact the National Authority for Consumer Protection if you are not satisfied with the way in which your complaint has been resolved.<\/p><p>You also have the right to file a complaint with the competent courts of law.<\/p><p>At the same time, you have the right to use out-of-court complaint handling methods, i.e. to lodge a complaint via the <a href=\"https:\/\/ec.europa.eu\/consumers\/odr\/main\/index.cfm?event=main.home2.show&amp;lng=RO\" target=\"_blank\" rel=\"noopener\">EU online dispute resolution platform between consumers and traders<\/a>.<\/p> <\/div> <\/div> <\/div> <\/div> <\/div> <\/section> <\/div> <\/body><\/html>\n","protected":false},"excerpt":{"rendered":"<p>Procedure regarding the receiving and procesing of the complaints- certSIGN Procedure regarding the receiving and procesing of the complaints This procedure details how certSIGN, receives and processes your complaints or referrals. Should you encounter any problems accessing or using our services or wish to make a complaint about products and services purchased from certSIGN, please [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"class_list":["post-20587","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Procedure regarding the receiving and procesing of the complaints - certSIGN<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.certsign.ro\/en\/procedure-receiving-procesing-complaints\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Procedure regarding the receiving and procesing of the complaints - certSIGN\" \/>\n<meta property=\"og:description\" content=\"Procedure regarding the receiving and procesing of the complaints- certSIGN Procedure regarding the receiving and procesing of the complaints This procedure details how certSIGN, receives and processes your complaints or referrals. 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