Complaint Management. 13.1. When you have any questions, remarks, please, contact us with confidence. Our aim is to ensure that our clients should be satisfied with our services and administration. Therefore, your feedback, any and all of your remarks, criticism regarding our products or our staff members’ procedure are of paramount importance to us.
Complaint Management. Quality complaints received from the end user (the Language Service Provider’s Client) shall first be examined by the Language Service Provider in all cases. This inquiry shall establish the following: - type of the reported error (grammar, style, content, formatting, lack of compliance with client-specific requirements), - severity of the reported error (cosmetic, medium, major), - number of actual errors, - the distribution of liability between the Translator and the Reviser, - duties and liability of the person performing the last check. The Language Service Provider may involve the Translator, the Reviser, its internal quality assurance experts and/or an independent language expert in the examination of the above. The Language Service Provider shall send the detailed report of the first inquiry into the quality complaint to the Translator/Reviser, requesting their feedback and opinion on the criticised points. The Translator/Reviser shall form their opinion about the quality complaint on professional grounds and send it in writing to the Language Service Provider. Based on the reply, the Language Service Provider shall decide on the measures to be taken (explaining the professional arguments to the Client, correction, price reduction, etc.). The Translator/Reviser is obliged to correct the proven errors without compensation if such errors clearly fall within his scope of liability. If a medium or major quality complaint is proven to derive from a mistake committed by the Translator/Reviser and it causes financial loss to the Language Service Provider, the latter is entitled to pass on the loss, in part or in full, to the Translator/Reviser. In the event of a dispute, the justification for this must be determined in a way that is fair to both parties, with the assistance of an independent third party, who is a translator or editor working in the same language pair and field. In disputed cases, any of the parties involved in the translation process may initiate the setting up of an ad hoc professional ethics committee by the professional translation associations in order to formulate an objective professional opinion on the case.