GROUP
A documented route for complaints and appeals.
Concerns about conduct, service delivery or an assurance decision can be raised directly and are routed outside the original engagement team where independence requires.
Complaint
A complaint may concern conduct, communication, process or service delivery. Submit the organisation, engagement reference, issue, relevant dates and supporting evidence.
Appeal
An appeal requests reconsideration of a validation or verification decision. State the decision challenged, the grounds and the supporting evidence. Appeals are reviewed by competent personnel independent of the original decision.
What happens next
Acknowledgement and loggingThe submission is recorded and its handling route confirmed.
Independence and jurisdiction reviewThe responsible entity, applicable procedure and reviewers are determined.
Evaluation and responseEvidence is reviewed, the outcome is documented and the submitter is informed.