Overview diagram of the complaint handling process
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1. Procedure of handling clients’ reports (complaints)
a) Verbal report (complaint)
b) Written report (complaint)
If the issue complained of can be solved easily or on site, or if it is based on misunderstanding or lack of information, Complainant may turn to the staff of the Examination Centre during the client service period (opening hours). An administrator shall record if Complainant accepts the settlement proposed verbally on site.
If a verbal complaint cannot be solved easily or on site, either a report form must be sent to Complainant, or Compliant’s verbal report must be recorded in two copies, one of which must be handed over to Complainant. This document must certify the fact of receipt (i.e. the receiver’s name and signature, date of receipt, official seal or stamp).
In the case of Complainant’s written report (complaint), Complainant must fill in a report form which can be downloaded from the Examination Centre’s website as well: https://vizsgakozpont.hu/dokumentumtar.)
For a report (complaint) to be investigated, a precise summary of the case is required. Should there be various complaints, each of them has to be recorded separately along with their justifications. Furthermore, specific requests must be indicated in the record and copies of the supporting documents also need to be attached to the procedural document(s). Should there be any antecedents to the report (complaint), relevant and related information – i.e. case number(s), name(s) of administrator(s) involved etc. – also have to be provided.
In case a complaint is submitted via a representative, a power of representation shall be checked upon by the Examination Centre. Should the representative be a minor's legal representative, this fact must be indicated in a declaration which must be attached to the report and the legal representative's name must be indicated in the report (complaint).
Should a reporting person (complainant) act through a proxy, his/her name must also be indicated in the report (complainant). Furthermore, a valid authorization must be attached to the report (complaint),
If a report (complaint) is submitted on behalf of a legal entity in a form containing the legal representative's handwritten signature, a company register as well as specimen(s) of the signature not older than 30 days must also be atteached to the report (complaint).
In case the reporting person (complainant) needs to be interviewed, Complainant cannot be represented by other people. However, an accompanying person may attend the interview.
Written complaints can be submitted personally in the Examination Centre or any of its offices during opening hours, or sent either by post to the Examination Centre’s official mailing address as well as by email sent to panasz@kavk.hu.
1.4.1. Reporting persons' (Complainants') rights and obligations, conflict of interest, exclusion
Impartiality of officers investigating any complaints is guaranteed by the Examination Centre throughout the procedure of investigation.
Nobody reporting any case (that is no complainants) shall suffer any disadvantage for making a report. Reporting persons (Complainants) may request information concerning the current status of their complaints or a notification of general interest by sending an email to panasz@kavk.hu.
1.4.2. Investigation of a report (complaint)
Any report (complaint) concerning the operation, organisation, client service, investigation, examination or exam supervision practices, training or any other activities performed by the Examination Centre shall be investigated by the client relationship manager. The document closing the investigation is to be sent to the reporting person (complainant) by the head of client service.
Investigations may be refused in the following cases:
A complaint or report of public interest submitted more than one year after the activity or failure complained of shall be rejected by the Examination Centre.
1.4.3. Rights and obligations of the officer investigating a report (complaint)
The officer investigating the report (complaint) is entitled to collect further information required for the investigation from the person reporting the case (complainant), to hear the reporting person (complainant), draw up a protocol of the hearing, and inspect the site if necessary.
Complainants shall be informed in writing of the arrangements made with regard to the given report(s) or complaint(s).
In the case of any report(s) bringing along administrative proceedings, reporting person(s)/complainants must be immediately notified in writing simultaneously with the initiation of such procedure.
Each report (complaint) shall be investigated within 30 days from its receipt.
If the investigation is expected to take longer time, Complainant(s) or Reporting Persons shall be informed in writing about the expected closing date of the investigation, as well as the reason for the prolongation before the above-mentioned default deadline.
1.4.4. Decision-making; closing the procedure
Any investigation phase is to be closed and a decision made once all information relevant to the report (complaint) is available.
The three possible types of decisions are as follows:
1. The report (complaint) is accepted (organisational integrity has been infringed, the complaint has been well-founded; its fact has been established and a decision to impose measures has been made);
2. The report (complaint) is partially accepted;
3. The report (complaint) is rejected (organisational integrity has not been infringed, or the complaint has not been justified and the procedure is discontinued without imposing any measures.
Decision-making is followed by the issuance and sending of the written document (decision) to the parties involved in the given complaint. Reporting person(s)/complainant(s) shall be informed in writing by the Examination Centre of the position and any measures taken in the matter, as well as of the decision made.
Based on the report (complaint) considered justified:
a) status that is lawful and/or compliant with the public interest must be restored;
b) required measures must be taken;
c) all the reasons for the identified errors must be eliminated;
d) remedy to the damage/injury caused must be provided primarily through negotiations;
e) in justified cases, the person(s) at fault must be called to account.
The outcome of the investigation of a report (complaint) concerning Examination Centre’s examination activity shall not result in better exam results.
1.4.5. Reviewing a decision
Should Reporting person (Compliant) disagree with the response or be dissatisfied with the measures taken based upon the procedural document, Complainant may request the review of his/her case within 15 days from receiving the response. An application for review may be submitted on paper or electronically, through any of the channels specified above. The decision about the review of the document closing the investigation shall be made by the executive director of the Examination Centre. The document closing the review procedure shall be sent to the reporting person (complainant).
Should Reporting person (Complainant) refuse to accept the document closing the review, he/she may ask for / request a review procedure within 15 days from receiving such document. This request may be submitted either paper-based or electronically, through any of the channels specified above. It is the supervisory body of the Examination Centre that is responsible for investigating the result of the review, therefore requests shall be referred by Examination Centre to the superior body within five working days so that the review is done.
The supervisory body shall review the available documents and send its written decision to the reporting person (complainant) within 30 days from receiving the request.
2. Processing reporting person(s)/complainant's data
Reporting persons (Complainants) must fill in a declaration form (available on the Centre’s website) with regard to the processing of his/her personal data. Such data shall only be recorded and processed during and for the purpose of the procedure initiated on the basis of the report, for the period defined in the Examination Centre’s document handling regulations. Once the personal data processing period has elapsed, the entire file shall be destroyed.
Reporting persons (Complainants) may be granted access to (read) their report and the information sent to them.