COMPLAINT/CALL – an expression of dissatisfaction by any person or organization to which a response is expected.

Process description:

Complaints/appeals can be filed:

• By traditional mail (Łukasiewicz Research Network – Industrial Automotive Institute, 55 Jagiellońska Street, 03-301 Warsaw).
• By email(sekretariat@pimot.lukasiewicz.gov.pl).

Complaints can also be filed at the headquarters of the Institute orally for the record. In such a case, the person accepting the complaint shall prepare a protocol, which shall be signed by the complainant and the person accepting the complaint.

1. Complaints/appeals should include data identifying the reporting person or organization and data identifying the subject of the complaint/appeal, otherwise they will be left unprocessed.
2. Complaints/appeals should relate to activities implemented by Lukasiewicz – PIMOT.
3. The complaint/appeal is subject to registration, of which the applicant is informed. Once the complaint/appeal is registered, the complaint/appeal investigator shall analyze the complaint/appeal and respond within 14 days about its validity and the course of further proceedings (if necessary).
4. The complaint/appeal is handled by a person not involved in the subject matter of the case.
5. The resolution of the complaint/appeal should take place within 30 days of its receipt, unless the concluded agreement on the subject of the complaint/appeal provides otherwise.
6. If justified, the complainant/appealer is informed of the reason for the extension of the time limit.
7. The decision to accept or reject a complaint/appeal shall be made by the Director of Lukasiewicz – PIMOT or other authorized person in the Lukasiewicz – PIMOT management system.