COMPLAINT/APPEAL – an expression of dissatisfaction made by any individual or organization, for which a response is expected.

Process description:

1. Complaints/appeals may be submitted:
   by traditional mail (Łukasiewicz Research Network – Automotive Industry Institute, ul. Jagiellońska 55, 03-301 Warsaw), electronically (sekretariat@pimot.lukasiewicz.gov.pl). Complaints may also be submitted in person at the Institute’s headquarters in oral form for the record. In such cases, the person receiving the complaint prepares a written record, which is signed by both the complainant and the person receiving the complaint.
2. Complaints/appeals should include information identifying the individual or organization submitting them, as well as details identifying the subject of the complaint/appeal; otherwise, they will be left without consideration.
3. Complaints/appeals should relate to activities carried out by Łukasiewicz – PIMOT.
4. Complaints/appeals are subject to registration, and the submitter is informed accordingly. After a complaint/appeal is registered, the person responsible for handling it analyzes the case and, within 14 days, provides a response regarding its validity and the course of further proceedings (if necessary).
5. The complaint/appeal is reviewed by a person who is not involved in the subject matter of the case.
6. The complaint/appeal should be resolved within 30 days of its receipt, unless the agreement concerning the subject of the complaint/appeal provides otherwise.
7. If justified, the complainant/appellant is informed of the reason for extending this deadline.
8. The decision to uphold or reject a complaint/appeal is made by the Director of Łukasiewicz – PIMOT or another person authorized within the Łukasiewicz – PIMOT management system.