Claims Regarding Nordic Poly Mark Products

Issues regarding product quality shall in principle be handled within the supply chain, i.e. between the end user and the distributor and/or the distributor and the manufacturer.

Claims may be reported to INSTA-CERT in the following cases:

-         if a repeated failure is noticed, or

-       if the manufacturer fails to handle a customer complaint in a satisfactory manner, i.e. ignores the complaint or does not provide evidence of a thorough investigation of root causes and the implementation of corrective actions (if necessary).

Claims that do not fall within the abovementioned categories will be rejected.

Claims must be presented via e-mail at contact@insta-cert.org and include a completed claim form (available for download below), detailed information about the product involved (e.g. description, batch number, purchase documents, etc.) and any technical reports received from the manufacturer.

After assessing the claim, if deemed necessary, the INSTA-CERT partner that has issued the certificate contacts the approval holder and asks for further information.

The certification body may then inform the auditor about the content of the claim and ask them to focus specifically on the reported issue during the following inspection.

The certification body may also request to perform an extraordinary audit.

On the basis of the auditor’s findings, the certification body decides whether further actions (e.g. suspension of the certificate, increased testing, etc.) must be taken.

INSTA-CERT partners are not entitled to act as intermediary, nor to perform any kind of expertise or judge the conclusions of the manufacturer’s investigations.

All information and documents received from the manufacturer are treated confidentially and may not be disclosed or shared with the claimant.

INSTA-CERT collects data regarding deviations on a yearly basis. Reports are publlished on this page.