1. Scope of this Document
- Purpose: To outline the process for handling appeals and complaints.
- Scope: To address appeals and complaints regarding the Management System Certification provided by TNV Product Certification.
- Responsibility: Board of Directors (BOD), CEO, Quality Manager (QM), and Impartiality Committee (IC).
2. Introduction
2.1. Applicants, certified companies, or any interested parties may appeal decisions made by TNV Product Certification. Appeals are referred to an Appeals Panel, whose decision is final. This procedure is publicly available on the TNV Product Certification website at www.tnvpro.com.
2.2. Complaints received by TNV via email, phone, or written communication regarding its functions as a certification body or the activities of certified companies are reviewed and recorded in the complaints register by the CEO (Ref: TNV-F-016). Actions and responses are tracked to ensure resolution.
2.3. Appeals may be submitted via email at info@tnvpro.com for evaluation and resolution.
3. Administration of Appeals
3.1. TNV maintains a documented process to receive, evaluate, and resolve appeals. Appeals submitted via the website are automatically recorded and assigned a unique tracking number. Within five days, the QM or designated personnel review the appeal and provide an acknowledgment along with an action plan.
3.2. All decisions related to appeals are made by personnel independent of the original certification decisions.
3.3. Appeals are handled impartially, and no discriminatory actions are taken against appellants.
3.4. The appeals process involves:
- Receiving, validating, and investigating appeals.
- Tracking and recording appeals along with actions taken.
- Implementing corrections and corrective actions as needed.
3.5. TNV gathers and verifies all information to validate the appeal. Progress updates and final decisions are communicated to the appellant.
3.6. Appeals are decided by individuals not involved in the original decision. The appellant is formally notified of the conclusion of the appeals process.
3.7. Appellants may file an appeal within 14 days of receiving the decision they wish to contest. The CEO acknowledges receipt, and progress is tracked until resolution.
3.8. Appeals are resolved within 30 days of notification. An independent Appeals Panel is constituted, consisting of impartial and qualified members.
3.9. Decisions of the Appeals Panel are communicated to the appellant in writing within seven days of the decision.
4. Appeals Panel
4.1. The Appeals Panel includes the following members:
- One sectoral expert.
- One retired government officer with experience in similar panels.
- One member of the Impartiality Committee.
- One director from the Board who was not part of the certification team.
- One member from the Certification Team (e.g., CEO or QM) to provide clarifications but without decision-making authority.
4.2. Appeals Panel members are selected based on competence criteria outlined in TNV-F-12: Job Description.
5. Administration of Complaints
5.1. TNV ensures impartiality at all stages of the complaints-handling process.
5.2. Complaints are reviewed to confirm if they relate to TNV’s certification activities. If related to a certified client, the effectiveness of their management system is examined.
5.3. TNV maintains a documented process for complaints, including:
- Receiving, validating, and investigating complaints.
- Tracking and recording complaints along with actions taken.
- Implementing corrections and corrective actions.
5.4. Complaints are acknowledged within five days, and progress updates are provided to the complainant.
5.5. If the complaint involves a certified client’s management system, competent auditors not previously involved are assigned to investigate.
5.6. Complaints are closed within 45 days of receipt, and the complainant is informed of the resolution.
6. Complaint Filing Process
6.1. Complaints may be submitted via the TNV website or by email at info@tnvpro.com. A unique tracking ID is issued for each complaint.
6.2. Complaints may include:
- Missing or incorrect public information about a certified client.
- Integrity violations.
- Procedural violations.
- System failures or other issues.
6.3. Complainants must provide the following details:
- Certificate number (if applicable).
- Name of the certified client (if relevant).
- Name, contact email, and phone number of the complainant.
- Nature and details of the complaint.
7. Escalation of Complaints
7.1. If the complainant is dissatisfied with TNV’s response, they may escalate the matter to the Board of Directors by emailing info@tnvpro.com with all relevant details.
7.2. If further dissatisfaction persists, the complainant may refer the matter to the Accreditation Board for review.
7.3. Complaints not resolved within the agreed timeframe are escalated to TNV’s top management or the Impartiality Committee for priority resolution.
8. Commitment to Transparency and Resolution
TNV Product Certification ensures all appeals and complaints are handled impartially, transparently, and in a timely manner. Corrective and preventive actions are implemented to maintain trust and continuous improvement in certification services. The entire process is conducted with strict confidentiality to protect all parties involved.