1. Purpose The motivation behind this system is to layout the procedure that ought to eventuate if a grumbling or bid is gotten from clients, guaranteed associations, applicants, affirmed people, college understudies and different gatherings with respect to the principles, approaches, techniques, accreditation choices, or by and large EXCELLENCE CERTIFICATION SERVICES tasks. 2. Scope The methodology covers the grumblings and advances routed to EXCELLENCE CERTIFICATION SERVICES in light of the appraisal activities, suggestions that pursue, and the job of the Appeal Board in achieving a decisive settlement by virtue of the intrigue. 3. References ISO/IEC 17024:2012, clauses 9.8 and 9.9 on Appeals and Complaints ISO/IEC 17021:2015, clauses 9.7 and 9.8 on Appeals and Complaints ISO/IEC 17065:2012, clause 7.13 Complaints and appeals NEASC, Commission on Institutions of Higher Education Standards for Accreditation, clause 9.13 Transparency and clause 9.19 Public Disclosure 4. Terms and definitions Complaint : • (ISO/IEC 17000:2004, 6.5): expression of disappointment, other than a claim, by any individual or association to a congruity evaluation body, identifying with the exercises of that body, where a reaction is normal; Appeal: • (ISO/IEC 17000:2004, 6.4): demand by the supplier of the object of congruity evaluation to the similarity appraisal body for re-examination by that body of a choice it has made identifying with that article. EXCELLENCE CERTIFICATION SERVICES: • Accreditation of people, items, the board frameworks, and conveyance of MBA degrees and graduate endorsements. 5. Procedure overview The motivation behind this method is to diagram the procedure that ought to eventuate if a grumbling or bid is gotten from clients, ensured associations, hopefuls, confirmed people, college understudies and different gatherings with respect to the standards, arrangements, methodology, confirmation choices, or in general EXCELLENCE CERTIFICATION SERVICES tasks. All protests are looked into by the Managing Director as well as an assigned worker appointed by the person in question. The assigned worker will not be a piece of the staff associated with the appraisal against which a grumbling or claim is being issued. If the individual recording the objection isn't happy with the survey and the choice made upon the grumbling, the individual in question may think about documenting an intrigue In this way, EXCELLENCE CERTIFICATION SERVICES names an Appeal Board which is responsible for the intriguing procedure, and is responsible for shielding the unprejudiced nature concerning the intrigue and the activities of the association. This structure empowers the investment of all gatherings essentially worried in the improvement of strategies and standards with respect to the substance and working of the EXCELLENCE CERTIFICATION SERVICES administrations, with no specific intrigue is prevailing. The Appeal Board is made out of in any event three individuals with a dominant part of individuals being autonomous of EXCELLENCE CERTIFICATION SERVICES workforce. Endless supply of the Appeal Board, the administration will give to the board all the fundamental data, including the purposes behind every single critical choice, activities, and the choice of people in charge of specific exercises, to empower EXCELLENCE CERTIFICATION SERVICES to guarantee appropriate and fair choice. The Appeal Board is free of the executives in their suggestions with the exception of as required by worldwide or national law. In the event that the suggestion of the board isn't regarded by the administration, the board will take fitting measures, which may incorporate illuminating the accreditation body . 5.1 Criteria for selecting the Appeal Board Members The individuals from an Appeal Board can be equivalent to the Certification Scheme Committee or other autonomous and unbiased individuals allocated by EXCELLENCE CERTIFICATION SERVICES If a part of individuals from the Appeal Board has an irreconcilable situation, in view of the actualities or conditions of a particular intrigue, including work or different affiliations of the litigant, EXCELLENCE CERTIFICATION SERVICES the board related to the acting Chair of the Appeal Board will choose a substitute part or individuals to hear and settle on that guarantee. 5.2 Terms and operating procedures 5.2.1 Complaint process At the point when the applicant can't help contradicting the assessment/evaluation given the person in question must announce recorded as a hard copy the purposes behind dissatisfaction to EXCELLENCE CERTIFICATION SERVICES at the most punctual comfort. The protests will be submitted following getting the re-examined choice and no later than 30 working days in the wake of accepting the choice. The protest will be submitted recorded as a hard copy through email and additionally through EXCELLENCE CERTIFICATION SERVICES ticketing framework. The protest, other than the individual data (full name, address and other contact subtleties) of the complainant, will incorporate the complainant's closely-held conviction about the appraisal, the purposes behind objection with the choice came to during the primary choice and second assessment, just as the settlement being looked for Accommodation, examination, and choice on grumblings will not result in any biased activities against the complainant. Grumblings will be checked on by the Managing Director as well as an assigned representative doled out by the person in question. The assigned worker will not be a piece of the staff associated with the underlying evaluation. Objection commentator ought to think about the complainant's clarification and give a composed reaction, which incorporates: • a clear explanation, or a repeated explanation of the assessment decision following a re-evaluation of the evidence. The analyst of the grumbling should answer inside 30 working days in the wake of accepting an objection. The complainant will get an answer on the choice came to recorded as a hard copy (by means of email). If the Complainant agrees with the outcome at this stage then the complaint does not proceed to further stages. If the Complainant is not satisfied with the outcome, then he or she may file an Appeal (see 5.2.2 Appeals process). If necessary, EXCELLENCE CERTIFICATION SERVICES will take appropriate correction and corrective actions. All Complaints, including actions taken, will be tracked and recorded by EXCELLENCE CERTIFICATION SERVICES 5.2.1.1 Instructions to file a complaint: 1. Go to: www.ecscert.co.uk 2. Click "Contact" from the top menu then please duly complete all the fields and submit the form (click "Submit Ticket") Information to include in your complaint: Besides personal information (full name, email address, telephone), please write in the message box your opinion about the assessment and why you are not satisfied with the first decision and second evaluation. 5.2.2 Appeal process Where the Complainant disagrees with the decisions of stage one (re-evaluation) and stage two (complaint), then he or she may proceed to stage three and file an appeal explaining the reasons for disapproval. Steps to be followed by the appellant : 1. The Appeal shall be submitted soon after receiving the complaint decision and no later than 90 days (three months) after receiving the decision. 2. The Appeal shall be submitted in writing by e-mail. 3. The Appeal shall include the Appeal Fees (if applicable). 4. The Appeal, besides the personal information (full name, address and other contact details) of the Appellant, shall include the opinion about the assessment and why the Appellant is not satisfied with the first, second evaluation and a review done after the complaint. Steps to be followed by Excellence Certification Services: 1. Excellence Certification Services appoints an Appeal Board which is in charge of the appeal process and is accountable for safeguarding the impartiality with respect to the appeal and the operations of the organization. This structure enables the participation of all parties significantly concerned in the development of policies and principles regarding the content and functioning of the Excellence Certification Services, without any particular interest is predominating 2. Appeal Board will respond to an appellant in writing (via email) within 60 days after receiving the appeal. It should be noted that this decision is absolute and final. 3. Submission, investigation and decision on Appeals shall not result in any discriminatory actions against the Appellant. 4. An Appellant will be charged a fee of $200 per appeal. In case the appeal decision is in favor of the Appellant, this fee will be reimbursed to him/her. 5. If necessary, Excellence Certification Services will take appropriate correction and corrective actions. 6. All Appeals, including actions taken, will be tracked and recorded by Excellence Certification Services 5.2.2.1 Instructions to file an appeal : 1. Go to: www.ecscert.co.uk. 2. Click "Contact" from the top menu then please duly complete all the fields and submit the form (click "Submit Ticket") Information to include in your appeal: Besides personal information (full name, email address, telephone), please write in a message box your opinion about the assessment and why you are not satisfied with the first, second evaluation and a review done after the complaint.
