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At TUV NORD Lietuva, UAB, the Technical Inspection Division handles customer complaints and appeals in accordance with the Technical Inspection Division’s Procedure for Handling Complaints and Appeals.
A customer who has complaints about the substandard work of a supervisor or another company employee, or who believes that their rights and legitimate interests have been violated, has the right to file a complaint. The company only reviews complaints that, upon verification, are found to be related to the company’s inspection activities for which it is responsible, are well-founded, and are submitted in the official language. All necessary information (employee statements, video recordings from the technical inspection station’s cameras, etc.) is gathered to investigate and evaluate the complaint, so that the most thorough investigation possible can be conducted. The company must investigate the complaint within 15 days; however, in exceptional cases where further investigation is required, this period may be extended to 30 calendar days. The complainant is informed of the results of the investigation, as well as any measures and/or actions taken.
If the applicant is not satisfied with the conclusions provided, he or she may contact the Lithuanian Transport Safety Administration or another institution in accordance with the procedures established by law. The procedure for handling customer complaints is publicly posted on the company’s information boards and on its website.
A complaint may be filed in one of the following ways:
The procedure followed by TUV NORD Lietuva, UAB regarding the procedures for decisions made by vehicle inspection inspectors is set forth in the Appeal Procedure Description No. 2B-168, which stipulates that a person who disagrees with an inspector’s decision regarding defects found or not found in a vehicle (hereinafter referred to as the “inspector’s decision”) may, immediately after such a decision is made and without leaving the location where the inspection was performed, verbally express their wish and submit to the responsible person at the vehicle inspection company a request in the prescribed form to revise the vehicle inspection inspector’s decision.
In cases where the responsible person appointed by the vehicle inspection company, having participated in the re-inspection of the vehicle, decides that the vehicle inspection inspector’s decision was justified, such a decision by the responsible person at the vehicle inspection company may be appealed to the Lithuanian Transport Safety Administration by submitting a completed application in accordance with the appendix to the Appeal Procedure Description No. 2B-168.
Note: The inspector’s decision may be appealed to the manager of the vehicle inspection company immediately and before leaving the vehicle inspection site.
TUV NORD Lithuania is a member of the international TÜV Nord group of companies
