Grievance and redress procedure

D. Ways in which interested persons/customers can file a complaint

For various complaints or grievances, the interested person/customer may contact us by telephone, fax, email or postal service.

1. Contact details for receiving complaints:

The telephone numbers and email address where interested persons/customers can contact us are:

• Telephone: 0040368452411
• Fax: 0040368452411
• e-mail: juridic@carpathia.org
• By post or at the office: 27 Calea Feldioarei St, room 1, Brașov, Brașov County.
• On the website carpathia.org/contacts

2. Name, address and working hours of the department responsible for receiving and registering complaints:

The department in charge of dealing with complaints, grievances reported by any interested persons who have relations with Foundation Conservation Carpathia will be determined later internally so that the complaint is forwarded internally to the responsible person.

Working hours are Monday-Friday, 8:30am-5:00pm.

Correspondence address: 27 Calea Feldioarei St, room 1, Brașov, Brașov County.

3. Maximum time limit for the settlement of complaints:

Foundation Conservation Carpathia undertakes to examine the complaints and requests of interested persons/customers and to resolve them within a maximum of 30 days from the date of registration, it being noted that, depending on the complexity of the intervention, this deadline may be extended by a maximum of 48 hours. An exception to this rule is when the occurrence of a case of force majeure prevents the problem/malfunction/malfunctioning that is the subject of the complaint/request from being remedied within the time limits referred to in the previous paragraph.

In this case, the deadline for resolving the complaint/complaint shall be a maximum of 30 days from the end of the force majeure event.

4. Registration and settlement of complaints:

The procedure for registering and settling complaints consists of:

To carry out the complaint resolution activity, the Foundation Conservation Carpathiamakes the complaint form available on the website www.carpathia.org/contact/sesizari.

a) Registration in the Complaints Register maintained by the Foundation Conservation Carpathia.

The register will include the following:

• registration number and date
• the name of the complainant
• contact details
• the subject of the complaint
• number and date of response

b) The number and date of registration of the complaint shall be communicated to the data subject/customer immediately after registration, but no later than the second working day after the date of receipt of the complaint. Complaints may be made on their own behalf or through authorised representatives, in which case the authorisation shall be attached.

c) After registration, complaints will be referred to the responsible persons appointed and/or mandated by the Foundation Conservation Carpathia.

d) The interested party/customer will receive a response within a maximum of 30 (thirty) calendar days from the date the Foundation Conservation Carpathia registers the complaint.

e) The Foundation Conservation Carpathia will notify the interested person/customer:

• the response to the complaint, if the complaint relates to Foundation Conservation Carpathia products/services, or
• information that the complaint has been forwarded to the service provider/supplier or service package agency, which is required to respond or, as appropriate, resolve the matter.

f) The response of the service provider/supplier or the agency organising the service package, communicated to the Foundation Conservation Carpathia, will be sent to the consumer no later than 3 working days after receipt. If the response deadline falls on a non-working day, the response will be delayed accordingly, starting on the first working day.

5. Investigation and settlement of complaints

Following registration of the complaint, Foundation Conservation Carpathia staff responsible for investigating the issues raised and the supporting documents provided by the person concerned/customer shall determine the measures to be taken to resolve the complaint. Depending on the outcome of the complaint analysis, the following actions may be taken:

• If the complaint is found to be well-founded, a work plan on how to resolve the complaint shall be established and implemented by the complaint resolution officer. This work plan may include direct organisational action, stakeholder assessment and involvement, mediation, investigation or other forms of consultation and implementation. After corrective and preventive actions have been implemented, the stakeholder/customer is informed in writing of the successful resolution of the complaint;
• If the case cannot be easily resolved by the responsible party, it is referred to the Compliance Officer for resolution. If, however, the complaint concerns the Compliance Officer, it is dealt with by the Executive Committee of the Board of Directors.
• If the complaint is deemed to be unfounded or not within the Foundation’s Conservation Carpathia competence to resolve, a reply to this effect will be sent to the interested party/customer.

If the resolution of the complaint is not within the competence of the operator, the complaint shall be forwarded to the competent authorities, notifying the customer in writing.

The conclusion of the examination of the complaint, the way in which the complaint has been dealt with and, where appropriate, the action taken shall be recorded in the Complaints Register, with a reference to the number and date of the reply.

Disputes concerning the resolution of complaints may be settled amicably by agreement between the person concerned/customer and the Foundation Conservation Carpathia.

6. Dispute resolution procedures

If the data subject/consumer is not satisfied with the way their complaint has been dealt with, they may use the following alternative dispute resolution options:

• referral to the National Authority for Consumer Protection;
• mediation, in accordance with the provisions of Law No 192/2006 on mediation and the organisation of the profession of mediator;
• filing a claim before the competent courts.