Appeals & Complaints

5. Procedure

5.1. Receipt and Registration

Appellants and complainants are required to submit their appeal or complaint in writing, preferably through a designated appeals and complaints submission channel provided by Reliable Certifications. The submission should include relevant details, such as the nature of the appeal or complaint, supporting evidence, and contact information.

5.2. Receipt Acknowledgement

Upon receiving an appeal or complaint, the Appeals and Complaints Management Team acknowledges the receipt in writing or through appropriate communication channels. The acknowledgement includes information on the next steps, estimated timeframe, and contact details of the assigned case manager.

5.3. Evaluation and Investigation:

5.3.1. Case Review and Analysis:

The Appeals and Complaints Management Team reviews the appeal or complaint, examines all relevant documentation, and conducts a preliminary assessment to determine the validity and scope of the appeal or complaint. They may seek additional information or clarification from the appellant, complainant, or other relevant parties.

5.3.2. Investigation and Evidence Gathering:

If deemed necessary, the Appeals and Complaints Management Team initiates an investigation to gather evidence and information related to the appeal or complaint. This may involve reviewing audit records, conducting interviews, seeking expert opinions, or any other appropriate means to substantiate the claims or issues raised.

5.4. Resolution and Decision-making:

5.4.1. Impartiality and Objectivity:

The Appeals and Complaints Management Team ensures impartiality and objectivity throughout the resolution process. They consider all available evidence, relevant standards, policies, and legal requirements to make fair and informed decisions.

5.4.2. Decision-making Process:

Based on the findings of the evaluation and investigation, the Appeals and Complaints Management Team determines the appropriate course of action. This may include:

• Resolving the appeal or complaint through corrective actions, such as reassessment, clarification, or modification of the decision or outcome.
• Rejecting the appeal or complaint if it lacks merit or does not meet the necessary criteria.
• Referring the appeal or complaint to an independent review panel or mediation process, if deemed necessary to ensure impartiality and fairness.

5.4.3. Decision Notification:

The Appeals and Complaints Management Team communicates the decision to the appellant or complainant in writing or through appropriate communication channels. The notification includes the rationale behind the decision, any corrective actions or recommendations, and information on the appellant's or complainant's rights to further escalation, if applicable.

5.5. Escalation and Review:

5.5.1. Escalation to Higher Authorities:

If the appellant or complainant is not satisfied with the decision or outcome, they have the right to escalate the matter to higher authorities within Reliable Certification or relevant external bodies, as per established procedures or regulatory requirements.

5.5.2. Review and Continuous Improvement:

Reliable Certification conducts periodic reviews of the appeals and complaints handling process to identify areas for improvement. Feedback, data analysis, and lessons learned from the resolution of appeals and complaints are utilized to enhance the effectiveness and efficiency of the process.