Procedures for handling complaints, appeals and disputes

Any interested party may submit a complaint, appeal or dispute to DrJ Engineering. Complaints, appeals and disputes shall be submitted to the Customer Support Manager by U.S. mail or via email (preferred method). Submissions should provide as much information and background data as possible in order to help DrJ address and evaluate the issue. Contact DrJ for a complaint form.

Upon receiving a submission, DrJ staff investigates the issue and makes a decision on the complaint, appeal or dispute. The person making the final decision for the appeal or complaint shall not be a person involved in the initial certification of the product. Additionally, the person making the decision shall not have provided consultancy for or been employed by the client for which the complaint or appeal is subject for a period of at least two years.