Company policies

Quality policy

Excelent service

To provide excellent service of the highest quality in accordance with global policies, aspirations and commitment to improving the achievement of society, which ensures reputation of the company as well as customers and third parties involved.

Reliable service

To provide reliable service by ensuring the independence, ethics, competence, professionalism and reliability of its own human resources, and all other partners in the chain of service delivery.

Customer oriented service

To provide services through a partnership with clients, exploring improvements in terms of communication to provide reliable services and to create open communication and mutual trust.

ICR Adriatica is a reliable partner in proving the quality of operations.
ICR is always standing next to you!


Auditor competence should be based on skills and knowledge that will eliminate the fear of the unknown and create genuine customer confidence.

The auditor must be:

  1. Ethical, e.g. unbiased, truthful, sincere, honest and discreet;
  2. Open, e.g. willing to consider alternative ideas and different views;
  3. Diplomatic, e.g. tactful in dealing with people;
  4. Careful, e.g. actively aware of physical surroundings and activities;
  5. Observative, e.g. instinctively aware and having full grasp of the situation;
  6. Versatile, e.g. adaptable to different situations;
  7. Diligent, e.g. persistent and focused on achieving goals;
  8. Determined, e.g. base his conclusions on logical thinking and analysis;
  9. Confident, e.g. act independently and effectively communicating with others.


The client’s organization, not the certifying authority, is responsible for compliance with certification requirements.

The certification body is responsible to assess the required number of objective evidence upon which the certification decision is based. Based on these conclusions, if there is sufficient evidence to confirm compliance, decision is made for approval of certification. If such evidence does not exist, certification is denied.

NOTE: Audit is based on evidence sampling within the organization’s management system and therefore there is no guarantee of full compliance with the requirements.


The certification body will provide public access or disclosure of adequate and valid information about the certification and audit procedures, and certification status (e.g., approval, extension, maintenance, renewal, change of scope, suspension or withdrawal of certification) of an organization, to ensure confidence in the integrity and credibility of certification . Openness is the principle of access or publication of appropriate information.

In terms of the acquisition or maintenance of confidence in the certification, the certification body provides convenient access or disclosure of public information about the specific conclusions of the audit (i.e. audit as a result of complaints) to specific stakeholders.

Responding to complaints

Customers who opt for certification have the right to complain at any time. Complaint will be investigated, and if justified, will be properly reviewed and action will be taken to resolve complaint. Effective response to a complaint will be undertaken in terms of eliminating mistakes, oversights or unjustified behavior.

This procedure is necessary in terms of demonstrating the independence and credibility for all parties in the certification process.

Ref. doc. CS OP 1/01.12.2011.