Appeal Process
The appeals process follows two stages;
Stage 1: Appeals response
Director, Certification & Quality Manager will;
- Attempt to resolve the appeal, where possible, and indicate a ‘closed’ date. This may involve;
- Discussions with RELIANCE CERTIFICATION PTE. LTD. staff and an examination of all the relevant documentation and reports and/or
- An assessment visit to obtain further evidence, or to check the authenticity of a decision or recommendation made.
- Send a formal written reply to the applicant, notifying them of the decision regarding their appeal.
- If the results have already been discussed with the client during the subsequent assessment visit the findings will be recorded in the assessment report.
Note: The Certification & Quality Manager will only attempt to resolve the appeal where they have not been included in the decision-making process or the process related to appeal
Stage 2: Advisory Panel Investigation
Director, Certification & Quality Manager will;
- Director will convene an Appeals Panel comprising available members of the Advisory Committee to investigate the appeal if the client is still dissatisfied with the outcome, and send a letter to the appellant notifying them of the decision regarding their appeal.
- The outcome of the investigation, and any remedial action required, shall be recorded within the client’s file.
- The effectiveness of the corrective actions taken is also assessed at management review as per the conformity assessment Manual.
- A decision reached by the Appeals Panel will be final.
- If the results have already been discussed with the client during the subsequent assessment visit the findings will be recorded in the assessment report.