bio test prep (40) - format This includes provisions...

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format. This includes provisions concerning transparency, accessibility, simplicity or accountability as well as good administrative practice such as timeliness of responses and good book-keeping. Criteria definition based on good practice should cover the whole process of an effective complainthandling, from the early phase of acknowledgement of a complaint towards the follow-up on decisions at the end. A better definition of the different stages of the complaint-handling process can help Member States to address the wide range of complaint subject matters as illustrated in the cases for this study. 372 COM (2012)95 Environmental complaint- handling and mediation mechanisms at national level – a study commissioned by the EU Commission, DG Environment Page 370 A summary of possible steps in the different stages of an effective complaint handling process on the basis of the good practice identified for this study is provided. Clearly present the available
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