Complaints and Appeals

A complaint is an expression of dissatisfaction that users or interested parties may submit to ISS regarding our products, services, or conduct. Complaints must be submitted in written form – by mail (Stevana Brakusa 2, 11030 Belgrade), by email (to infocentar@iss.rs or to the email address of any ISS employee), or by filling out the complaint form available on our website.

All complaints are handled objectively, impartially, and in accordance with established procedures. Personal data is used solely for the purpose of processing the complaint and is protected in accordance with the law.

ISS responds to complaints within 8 days. If the proposed solution is accepted, the corrective measure is implemented within 15 days. If additional time is needed, the complainant’s consent will be requested.

Members of technical committees, subcommittees, and working groups have the right to file an appeal against decisions or actions taken within their scope of work. Appeals may be submitted if a decision violates the Statute of the Institute, the founding act, internal standardization rules, or if it conflicts with the principles of public health, safety, environmental protection, or the free movement of goods in the European market.

Appeals must be submitted with a clear explanation and supporting documentation. Appeals concerning the content of draft Serbian standards are considered only if they involve procedural issues or may damage the reputation of the Institute.

Information obtained through complaints and appeals is used to improve quality and customer satisfaction.