{"id":58214,"date":"2022-04-05T10:12:37","date_gmt":"2022-04-05T10:12:37","guid":{"rendered":"https:\/\/scisa.es\/plaintes\/"},"modified":"2023-01-27T11:58:42","modified_gmt":"2023-01-27T11:58:42","slug":"reclamations","status":"publish","type":"page","link":"https:\/\/scisa.es\/fr\/reclamations","title":{"rendered":"R\u00e9clamations"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row css_animation=&#8221;&#8221; row_type=&#8221;row&#8221; use_row_as_full_screen_section=&#8221;no&#8221; type=&#8221;full_width&#8221; angled_section=&#8221;no&#8221; text_align=&#8221;left&#8221; background_image_as_pattern=&#8221;without_pattern&#8221;][vc_column width=&#8221;1\/4&#8243;][vc_raw_html]PGg1PkNvbnRhY3QgYXZlYyBub3VzPC9oNT4=[\/vc_raw_html][vc_separator type=&#8221;normal&#8221; color=&#8221;#bcbcbc&#8221; thickness=&#8221;1&#8243; 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class=\"wpcf7 no-js\" id=\"wpcf7-f58567-o1\" lang=\"fr-FR\" dir=\"ltr\" data-wpcf7-id=\"58567\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/fr\/wp-json\/wp\/v2\/pages\/58214#wpcf7-f58567-o1\" method=\"post\" class=\"wpcf7-form init default\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"58567\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"fr_FR\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f58567-o1\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/fieldset>\n<div class=\"formulario-news\">\n\t<h3>Restez inform\u00e9\n\t<\/h3>\n\t<p>Inscrivez-vous \u00e0 notre newsletter pour recevoir les derni\u00e8res nouvelles du secteur.\n\t<\/p>\n\t<p><span class=\"wpcf7-form-control-wrap\" data-name=\"your-name\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Nom\" value=\"\" type=\"text\" name=\"your-name\" \/><\/span><span class=\"wpcf7-form-control-wrap\" data-name=\"your-email\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Adresse \u00e9lectronique\" value=\"\" type=\"email\" name=\"your-email\" \/><\/span><br \/>\n<span class=\"wpcf7-form-control-wrap\" data-name=\"acceptance-96\"><span class=\"wpcf7-form-control wpcf7-acceptance\"><span class=\"wpcf7-list-item\"><label><input type=\"checkbox\" name=\"acceptance-96\" value=\"1\" aria-invalid=\"false\" \/><span class=\"wpcf7-list-item-label\">J'ai lu et j'accepte l'<a href=\"https:\/\/scisa.es\/politica-de-privacidad\/\">avis juridique<\/a> de ce site web.<\/span><\/label><\/span><\/span><\/span><br \/>\n<input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"S&#039;abonner \u00e0\" \/>\n\t<\/p>\n<\/div><p style=\"display: none !important;\" class=\"akismet-fields-container\" data-prefix=\"_wpcf7_ak_\"><label>&#916;<textarea name=\"_wpcf7_ak_hp_textarea\" cols=\"45\" rows=\"8\" maxlength=\"100\"><\/textarea><\/label><input type=\"hidden\" id=\"ak_js_1\" name=\"_wpcf7_ak_js\" value=\"2\"\/><script>document.getElementById( \"ak_js_1\" ).setAttribute( \"value\", ( new Date() ).getTime() );<\/script><\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n[vc_empty_space][\/vc_column][vc_column width=&#8221;3\/4&#8243;][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;full_width&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221; css=&#8221;.vc_custom_1644335792972{background-color: #ffffff !important;}&#8221;][vc_column_inner el_class=&#8221;formulario-formacion&#8221; css=&#8221;.vc_custom_1649154331674{padding-right: 45px !important;padding-left: 45px !important;background-color: #ffffff !important;}&#8221;][vc_column_text]<\/p>\n<h2 class=\"internas-titul\">Traitement des plaintes et des appels<\/h2>\n<p>Remplissez le formulaire :[\/vc_column_text][vc_empty_space]\n<div class=\"wpcf7 no-js\" id=\"wpcf7-f58565-o2\" lang=\"fr-FR\" dir=\"ltr\" data-wpcf7-id=\"58565\">\n<div class=\"screen-reader-response\"><p role=\"status\" aria-live=\"polite\" aria-atomic=\"true\"><\/p> <ul><\/ul><\/div>\n<form action=\"\/fr\/wp-json\/wp\/v2\/pages\/58214#wpcf7-f58565-o2\" method=\"post\" class=\"wpcf7-form init default\" aria-label=\"Contact form\" novalidate=\"novalidate\" data-status=\"init\">\n<fieldset class=\"hidden-fields-container\"><input type=\"hidden\" name=\"_wpcf7\" value=\"58565\" \/><input type=\"hidden\" name=\"_wpcf7_version\" value=\"6.1.5\" \/><input type=\"hidden\" name=\"_wpcf7_locale\" value=\"fr_FR\" \/><input type=\"hidden\" name=\"_wpcf7_unit_tag\" value=\"wpcf7-f58565-o2\" \/><input type=\"hidden\" name=\"_wpcf7_container_post\" value=\"0\" \/><input type=\"hidden\" name=\"_wpcf7_posted_data_hash\" value=\"\" \/><input type=\"hidden\" name=\"_wpcf7_recaptcha_response\" value=\"\" \/>\n<\/fieldset>\n<p><span class=\"wpcf7-form-control-wrap\" data-name=\"text-428\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-text wpcf7-validates-as-required\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Soci\u00e9t\u00e9 :*\" value=\"\" type=\"text\" name=\"text-428\" \/><\/span><span class=\"wpcf7-form-control-wrap\" data-name=\"date-429\"><input class=\"wpcf7-form-control wpcf7-date wpcf7-validates-as-required wpcf7-validates-as-date\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Date*\" value=\"\" type=\"date\" name=\"date-429\" \/><\/span><span class=\"wpcf7-form-control-wrap\" data-name=\"email-802\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-email wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-email\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"Courriel *\" value=\"\" type=\"email\" name=\"email-802\" \/><\/span><span class=\"wpcf7-form-control-wrap\" data-name=\"tel-915\"><input size=\"40\" maxlength=\"400\" class=\"wpcf7-form-control wpcf7-tel wpcf7-validates-as-required wpcf7-text wpcf7-validates-as-tel\" aria-required=\"true\" aria-invalid=\"false\" placeholder=\"T\u00e9l\u00e9phone *\" value=\"\" type=\"tel\" name=\"tel-915\" \/><\/span><span class=\"wpcf7-form-control-wrap\" data-name=\"textarea-359\"><textarea cols=\"40\" rows=\"10\" maxlength=\"2000\" class=\"wpcf7-form-control wpcf7-textarea\" aria-invalid=\"false\" placeholder=\"Objet de la plainte:\" name=\"textarea-359\"><\/textarea><\/span><span class=\"wpcf7-form-control-wrap\" data-name=\"acceptance-96\"><span class=\"wpcf7-form-control wpcf7-acceptance\"><span class=\"wpcf7-list-item\"><label><input type=\"checkbox\" name=\"acceptance-96\" value=\"1\" aria-invalid=\"false\" \/><span class=\"wpcf7-list-item-label\">J'ai lu et j'accepte l'<a href=\"https:\/\/scisa.es\/politica-de-privacidad\/\" target=\"_blank\" rel=\"nofollow\">avis juridique<\/a> de ce site web.<\/span><\/label><\/span><\/span><\/span>\n<\/p>\n<p class=\"envioa\"><strong>Ce formulaire est \u00e0 envoyer \u00e0 S.C.I., S.A. buzondesugerencias@scisa.es.<\/strong>\n<\/p>\n<p><input class=\"wpcf7-form-control wpcf7-submit has-spinner\" type=\"submit\" value=\"Envoyer\" \/>\n<\/p><p style=\"display: none !important;\" class=\"akismet-fields-container\" data-prefix=\"_wpcf7_ak_\"><label>&#916;<textarea name=\"_wpcf7_ak_hp_textarea\" cols=\"45\" rows=\"8\" maxlength=\"100\"><\/textarea><\/label><input type=\"hidden\" id=\"ak_js_2\" name=\"_wpcf7_ak_js\" value=\"52\"\/><script>document.getElementById( \"ak_js_2\" ).setAttribute( \"value\", ( new Date() ).getTime() );<\/script><\/p><div class=\"wpcf7-response-output\" aria-hidden=\"true\"><\/div>\n<\/form>\n<\/div>\n[vc_empty_space][\/vc_column_inner][\/vc_row_inner][vc_empty_space][vc_row_inner row_type=&#8221;row&#8221; type=&#8221;full_width&#8221; text_align=&#8221;left&#8221; css_animation=&#8221;&#8221; css=&#8221;.vc_custom_1644404762294{padding-right: 0px !important;padding-left: 25px !important;background-color: #ffffff !important;}&#8221;][vc_column_inner][vc_empty_space][vc_column_text]<\/p>\n<h2 class=\"internas-titul\">Traitement des plaintes et des appels<\/h2>\n<p><strong>Plainte :<\/strong> Expression de m\u00e9contentement ou notification de non-conformit\u00e9, autre qu&#8217;un appel, soumise par un individu ou une organisation au SCI, li\u00e9e aux activit\u00e9s du SCI, pour laquelle une r\u00e9ponse est attendue.<\/p>\n<p><strong>Appel :<\/strong> demande du fournisseur de l&#8217;installation ou de l&#8217;article inspect\u00e9 de reconsid\u00e9rer la d\u00e9cision qu&#8217;il a prise concernant cette installation ou cet article, ou concernant le statut de certification souhait\u00e9. Ou la demande d&#8217;un demandeur, d&#8217;un candidat ou d&#8217;une personne certifi\u00e9e de reconsid\u00e9rer toute d\u00e9cision prise par l&#8217;organisme de certification concernant le statut de certification souhait\u00e9.<\/p>\n<p><strong>LE TRAITEMENT DES PLAINTES :<\/strong><\/p>\n<p>Toute personne peut d\u00e9poser une plainte lorsqu&#8217;elle d\u00e9tecte ou est affect\u00e9e par des soins inad\u00e9quats ou le non-respect du service.<br \/>\nPour d\u00e9poser une plainte, veuillez envoyer un courriel \u00e0 <a href=\"mailto:buzondesugerencias@scisa.es\">buzondesugerencias@scisa.es,<\/a> ou envoyer une lettre par la poste \u00e0 <strong>D\u00e9partement des syst\u00e8mes de gestion, \u00e0 l&#8217;adresse Ctra. Ajalvir &#8211; Torrej\u00f3n, km. 1,8. 28864 Ajalvir &#8211; Madrid.<\/strong><br \/>\n-Toutes les plaintes li\u00e9es aux activit\u00e9s men\u00e9es par SCI, SA sont examin\u00e9es. Seules les plaintes re\u00e7ues par \u00e9crit peuvent faire l&#8217;objet d&#8217;une action corrective formelle.<br \/>\n-Les plaintes seront re\u00e7ues par le d\u00e9partement des syst\u00e8mes de gestion, qui en accusera r\u00e9ception et ouvrira une enqu\u00eate avec le personnel ind\u00e9pendant comp\u00e9tent pour l&#8217;activit\u00e9 \u00e0 l&#8217;origine de la plainte, en recueillant toutes les informations n\u00e9cessaires pour traiter la plainte.<br \/>\n-Au cours de l&#8217;enqu\u00eate, il sera d\u00e9termin\u00e9 si la plainte est fond\u00e9e ou non et si elle doit \u00eatre trait\u00e9e. Cette d\u00e9cision est communiqu\u00e9e au plaignant.<br \/>\n-Les actions correctives doivent \u00eatre mises en \u0153uvre rapidement et leur efficacit\u00e9 v\u00e9rifi\u00e9e. Au cours de cette proc\u00e9dure, le plaignant sera inform\u00e9 des progr\u00e8s et des r\u00e9sultats.<br \/>\n-Une fois le traitement termin\u00e9, le demandeur est inform\u00e9 par \u00e9crit de la conclusion du processus.<br \/>\n-L&#8217;identit\u00e9 du plaignant et de la personne faisant l&#8217;objet de la plainte sera trait\u00e9e de mani\u00e8re confidentielle, et seul le personnel impliqu\u00e9 dans le traitement aura acc\u00e8s aux donn\u00e9es.<\/p>\n<p><strong>TRAITEMENT DES APPELS<\/strong><\/p>\n<p style=\"text-align: left;\">-Toute partie int\u00e9ress\u00e9e peut introduire un recours contre les d\u00e9cisions de la SCI, SA.<br \/>\n-Les recours doivent \u00eatre soumis par \u00e9crit \u00e0 <a href=\"mailto:buzondesugerencias@scisa.es\">buzondesugerencias@scisa.es,<\/a> accompagn\u00e9s de tous les documents disponibles et pertinents dans les trois (3) mois suivant la d\u00e9cision de SCI, SA.<br \/>\n-L&#8217;appel, accompagn\u00e9 de la documentation, est distribu\u00e9 \u00e0 la direction technique du service concern\u00e9.<br \/>\n-D\u00e8s r\u00e9ception de l&#8217;appel, le responsable technique d\u00e9termine s&#8217;il est directement impliqu\u00e9 dans les activit\u00e9s faisant l&#8217;objet de l&#8217;appel et, le cas \u00e9ch\u00e9ant, d\u00e9signe une personne impartiale et qualifi\u00e9e pour traiter l&#8217;appel. Si le responsable technique n&#8217;intervient pas directement, il analysera personnellement toute la documentation disponible et consultera les services concern\u00e9s. S&#8217;il estime que l&#8217;appel est fond\u00e9, il en informe l&#8217;appelant et engage une action corrective. Si l&#8217;on consid\u00e8re que la ressource<br \/>\nSi le recours n&#8217;est pas fond\u00e9, elle notifie par \u00e9crit \u00e0 l&#8217;appelant les raisons pour lesquelles le recours a \u00e9t\u00e9 jug\u00e9 irrecevable.<br \/>\n-Jusqu&#8217;\u00e0 ce stade de la proc\u00e9dure, le requ\u00e9rant n&#8217;a aucune obligation financi\u00e8re pour le traitement du recours et peut d\u00e9cider de poursuivre ou de se retirer.<br \/>\n-Si l&#8217;appelant fait appel, le responsable technique \u00e9tablira un comit\u00e9 d&#8217;appel qualifi\u00e9 et ind\u00e9pendant dans les 30 jours.<br \/>\n-Le comit\u00e9 est compos\u00e9 d&#8217;au moins trois membres repr\u00e9sentant le secteur faisant l&#8217;objet du recours.<br \/>\n-Une fois la documentation examin\u00e9e, la d\u00e9cision est normalement prise au cours d&#8217;une seule r\u00e9union de la commission, qui n&#8217;est report\u00e9e que dans des cas exceptionnels.<br \/>\n<strong>Les co\u00fbts de l&#8217;appel seront couverts par :<\/strong><\/p>\n<ul>\n<li>(1) SCI, SA, si le recours est maintenu<\/li>\n<li>2) Le requ\u00e9rant si le recours est rejet\u00e9.<\/li>\n<\/ul>\n<p style=\"text-align: left;\">La d\u00e9cision doit \u00eatre notifi\u00e9e par \u00e9crit \u00e0 l&#8217;appelant par le pr\u00e9sident du comit\u00e9 d&#8217;appel dans les 90 jours suivant la date de confirmation de l&#8217;appel. 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