Based on the given request of the applicant of the complaint/appeal, the SDVT sends the applicant a form for resolving the complaint/appeal in electronic form to his e-mail address, or the file is available at the LINK Upon receipt of a complaint or appeal, the Chief Executive Assistant delivers the complaint or appeal it to the CEO, who is the head of the resolution team. The CEO reviews the complaint/appeal and determines the members of the resolution committee and the deadline for resolution on the complaint/appeal resolution form. In addition to the CEO, the commission includes at least two other members, experts in the field to which the complaint/appeal refers. The resolution committee does not consist of persons who participated in the activities related to the complaint/appeal. The committee examines all existing documentation, makes the necessary inquiries and fills in all the remaining sections of the complaint/appeal resolution form. The resolution of the complaint/appeal is decided by the CEO based on the binding opinions of all committee members. The administrative assistant saves and registers the resulting documentation of the resolution of the complaint/appeal. The applicant of the complaint/appeal is informed about the course of resolution of the complaint/appeal (receipt, resolution activities and final result). All possible restrictions (confidentiality of information, contract etc.) are taken into account.