Complaint & appeal Procedure
1. Introduction and scope
Complaint appeal is initiated when all other avenues to resolve a problem have been exhausted. The appellant usually initiates Complaint Appeal. An complaint Panel is formed under the constitution of the General Manager and is established only when needed and then only for the duration of the complaint appeal. A new and separate complaint appeal panel is established for each new appeal. Complaint Appeals may be formed when an individual or organization appeals against a decision made by EHC Certification to (this is not a comprehensive list):
- Fail an audit case.
- Refuse initial certification or registration.
- Revoke certification or registration.
- Reduce the scope of certification or registration.
- Refuse to renew the certification or registration.
- Refuse to extend the scope of certification or registration.
- Suspend as the result of an investigation of a complaint either against.
2. Making an Appeal Request
The complaint appellant shall submit the request for an appeal to the General Manager in writing within 30 days of them becoming aware of the situation that they plan to complaint against.
Note to appellant: By making an appeal you will never be the subject to any discriminatory actions either during submission, investigation or the decision making processes or at any time thereafter.
3. Receipts of complaint Appeals
The Administration Manager will immediately inform the General Manager and of the receipt of all complaint appeal requests.
4. Validations of Appeals
Appeals, once validated, will be logged. The log will be checked for any similar past appeals and a decision taken regarding any link or cause and effect that should to be accounted for.
5. Investigation of Complaint Appeals
All complaint appeals that are valid and properly lodged will be reviewed by an independent appeals panel
6 Constitution of the complaint appeals panel
For each new appeal the panel shall consist of 3 people:
A Secretary for the appeal shall be appointed but shall take no part in the appeal other than to advise the panel on matters of procedure related to the certification scheme, the applicable accreditation standard or legislative matters.
Members of the Appeals Panel shall confirm that they have no recent or ongoing direct commercial interest in the subject of the Appeal or the appellant or their employer.
The Appeals Panel may ask the General Manager to attend to present the circumstances surrounding the appeal.
7. Procedures
The General Manager shall decide which of the members should be invited to make up the Appeals Panel. The General Manager shall ensure all necessary arrangements are made for the appeal, such as:
- Agreeing the date and location with the appellant and the appeal panel members. All of whom will be given at least seven days notice of the time and venue of the meeting.
- Ensuring all relevant papers is available to all parties at least seven days prior to the appeal date.
The Appeals Panel will discuss the appeal in private and will have the opportunity to invite the appellant or EHC Certification staff to discuss the matter. The meeting will be confidential, but may be minuted or not at the discretion of the Appeals Panel.
8. Decision
The decision of the Appeals Panel will be by a simple majority. The decision as declared by the Appeals Panel chairman shall be final.
The appellant will be informed of the decision in writing (letter, email, fax) but may not always be given the reasons e.g. if confidentiality would be compromised or personal data would have to be divulged.
Appeals outputs and decisions may, when necessary, be fed into the corrective action process to help ensure that there are no further occurrences.
The decision of the Appeals Panel will be final and no other correspondence will be entered into.
1. Introduction and scope
Complaint appeal is initiated when all other avenues to resolve a problem have been exhausted. The appellant usually initiates Complaint Appeal. An complaint Panel is formed under the constitution of the General Manager and is established only when needed and then only for the duration of the complaint appeal. A new and separate complaint appeal panel is established for each new appeal. Complaint Appeals may be formed when an individual or organization appeals against a decision made by EHC Certification to (this is not a comprehensive list):
- Fail an audit case.
- Refuse initial certification or registration.
- Revoke certification or registration.
- Reduce the scope of certification or registration.
- Refuse to renew the certification or registration.
- Refuse to extend the scope of certification or registration.
- Suspend as the result of an investigation of a complaint either against.
2. Making an Appeal Request
The complaint appellant shall submit the request for an appeal to the General Manager in writing within 30 days of them becoming aware of the situation that they plan to complaint against.
Note to appellant: By making an appeal you will never be the subject to any discriminatory actions either during submission, investigation or the decision making processes or at any time thereafter.
3. Receipts of complaint Appeals
The Administration Manager will immediately inform the General Manager and of the receipt of all complaint appeal requests.
4. Validations of Appeals
Appeals, once validated, will be logged. The log will be checked for any similar past appeals and a decision taken regarding any link or cause and effect that should to be accounted for.
5. Investigation of Complaint Appeals
All complaint appeals that are valid and properly lodged will be reviewed by an independent appeals panel
6 Constitution of the complaint appeals panel
For each new appeal the panel shall consist of 3 people:
A Secretary for the appeal shall be appointed but shall take no part in the appeal other than to advise the panel on matters of procedure related to the certification scheme, the applicable accreditation standard or legislative matters.
Members of the Appeals Panel shall confirm that they have no recent or ongoing direct commercial interest in the subject of the Appeal or the appellant or their employer.
The Appeals Panel may ask the General Manager to attend to present the circumstances surrounding the appeal.
7. Procedures
The General Manager shall decide which of the members should be invited to make up the Appeals Panel. The General Manager shall ensure all necessary arrangements are made for the appeal, such as:
- Agreeing the date and location with the appellant and the appeal panel members. All of whom will be given at least seven days notice of the time and venue of the meeting.
- Ensuring all relevant papers is available to all parties at least seven days prior to the appeal date.
The Appeals Panel will discuss the appeal in private and will have the opportunity to invite the appellant or EHC Certification staff to discuss the matter. The meeting will be confidential, but may be minuted or not at the discretion of the Appeals Panel.
8. Decision
The decision of the Appeals Panel will be by a simple majority. The decision as declared by the Appeals Panel chairman shall be final.
The appellant will be informed of the decision in writing (letter, email, fax) but may not always be given the reasons e.g. if confidentiality would be compromised or personal data would have to be divulged.
Appeals outputs and decisions may, when necessary, be fed into the corrective action process to help ensure that there are no further occurrences.
The decision of the Appeals Panel will be final and no other correspondence will be entered into.