Feedback procedure 

To describe the actions taken when feedback is submitted to CCMC.
Feedback is defined as a suggestion for improvement, an idea, a complaint or a compliment.

This procedure applies to anybody wishing to submit feedback to the CEN-CENELEC Management Centre (CCMC) and the CEN System.

This procedure does not cover:

• appeals as defined in  Clause 7 of the CEN/CENELEC Internal Regulations - Part 2 which are handled according to the  process - Appeal mechanism;
• technical contents of European Standards which are immediately forwarded appropriately to the relevant TC Secretary  or production@cencenelec.eu.  
• claims of defective European Standards in relation to health and/or safety issues, which are handled as according to the Guidance document.

3.1 Anybody sends feedback to CCMC preferably via e-mail to feedback@cencenelec.eu.

There are 2 types of possible feedback:

• Those related to services provided by CCMC (go to 3.2);
• Those related to the CEN system but outside CCMC control (go to 3.3).

3.2 Feedback falling in the scope of CCMC services

3.2.1 CCMC analyzes the feedback. There are 2 possibilities:

• the feedback is justified, in which case it is processed according to  3.2.2;
• on the decision of the relevant CCMC Director, the feedback is not justified, and the procedure ends at 3.2.2.

3.2.2 The CEN-CENELEC Management Centre replies within 7 working days informing the originator of the proposed solution and timing for completion or, in case of no action, of the reasons.

NOTE: if no solution can be found within 7 working days, CCMC informs the originator of the date for a later reply providing the proposed solution.

3.2.3 CCMC takes direct action as decided and, upon completion, sends an e-mail to the originator asking him/her whether he/she is satisfied with the results.

Should no reply be given by the originator within a month, CCMC will consider the feedback as handled (closed) and will file the feedback according to its own procedures.

3.2.4 Unsolved feedback is reported on a yearly basis to the Technical Board/Administrative Board for information and, if judged necessary, further action.

3.3 Feedback not falling in the scope of CCMC services

3.3.1 CCMC analyzes the feedback. There are 2 possibilities:

• the feedback is related to the CEN System, in which case it is processed according to  3.3.2;
• on the decision of the relevant CCMC Director, the feedback does not relate to the CEN System, in which case CCMC informs the originator within 7 working days.

3.3.2 CCMC forwards the feedback, together with its analysis,

• to BT or CA depending on the nature of the feedback, for further decision; or
• to a particular organization for reply if the feedback falls within the scope of its services; or
• in case of feedback related to the technical content of texts of CEN Publications, it is immediately forwarded to the responsible TC Secretary. The originator is put in copy of the forwarding message.

3.3.3 The competent organization/body sends a copy of its answer to CCMC.