bio test prep (7) - strategic national inspection plan.In...

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strategic national inspection plan).In 2010 only 45% of complaints were being acknowledged within the time frame. A key good practice is providing the complainant with a reference number to ensure traceability of the complaint. This is, for example, the practice in Ireland. On the basis of the information that was being available for the case studies it was, however, not clear to what extent such reference numbers are being provided together with a letter of acknowledgement. This requires further consideration. Moreover, the key here is not only to provide a reference number, but to enable easy identification of a complaint and commit authorities to reply to complainants in a timely manner during the process, hence linking traceability and follow-up (see good practice 2). Good practice 2: Mechanisms and obligations to provide feedback on the progress of the complaint The obligation to acknowledge a receipt of a complaint needs to be distinguished from the obligation to provide a reply in substance to the complaint. For the
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