Procedure for Handling Appeals Against Certification Decisions:

This Procedure  applies to all appeals made by clients or other interested parties against certification decisions, including:

Procedure:

a) Receiving an Appeal

• Appeals must be submitted in writing (email or letter) within 30 calendar days of the disputed decision to AVSMS
• AVSMS Acknowledges receipt of the appeal within 5 working days.
• AVSMS Records the appeal in the Appeals Register and assigns a unique appeal ID.

b) Validation and Logging

• AVSMS Confirm the appeal is valid (i.e., pertains to a certification decision).
• If not valid, AVSMS notifies the appellant with justification.
• Valid appeals proceed to impartial review.

c) Appointment of Appeals Panel

• An independent Appeals Panel is formed (minimum 2 persons) by AVSMS
• Panel members must not have been involved in the original decision.
• AVSMS Ensures no conflict of interest.

d) Investigation and Evaluation

• AVSMS Gathers all relevant documentation and evidence related to the appeal.
• The panel may request additional clarification or conduct interviews.
• The appeal will be reviewed and resolved within 30 working days, unless more time is justified.

e) Decision Making

• The Appeals Panel issues a written decision with justification.
• The decision will:
  1. Be based on objective evidence
  2. Be impartial
  3. Be final (unless legally challenged)
• The decision is:
  1. Communicated to the appellant in writing
  2. Recorded in the Appeals Register
  3. Reviewed in management review for process improvement (if needed)

f) Implementation and Closure

• If appeal results in reversal or modification of a decision, AVSMS updates certification records accordingly.
• AVSMS Marks appeal as closed once actions are completed and appellant is informed.

g) Confidentiality and Impartiality

• All information related to the appeal is handled confidentially.
• The identity of the appellant is protected where necessary.
• The process is designed to ensure impartiality and fairness.

h) Communication and Public Access

• The appeals procedure is made publicly available via the AVSMS’s website or upon request.
• Appellants are kept informed of:
  • Receipt of appeal
  • Progress of evaluation
  • Final decision

Procedure for Handling of Complaints :

This Procedure Applies to all complaints received by the AVSMS from:

• Certified clients
• Non-certified parties
• Accreditation bodies
• General public

Procedure

a) Receiving Complaints

• Complaints can be received via:
  1. Email
  2. Website form
  3. Postal mail
  4. Verbal communication (must be documented)
• AVSMs Acknowledges receipt within 3 working days.
• AVSMS Assigns a unique complaint ID and record in the Complaints Register.

b) Validation and Logging

• AVSMS Confirms that the complaint relates to CB’s certification activities.
• If not relevant, AVSMS will notify complainant with explanation.
• Valid complaints are logged with:
  1. Date
  2. Complainant details
  3. Nature of complaint
  4. Related certified client (if applicable)

c) Investigation

• AVSMS Appoints a person not involved in the subject of the complaint.
• AVSMS Gathers objective evidence, including audits, correspondence, etc.
• AVSMS Interviews relevant parties as needed.
• AVSMS completes Investigation within 20 working days.

d) Decision and Resolution

• Findings submitted to the Certification Committee for review.
• Decisions will be made:
  1. Based on objective evidence
  2. Consistent with policies
  3. Free from bias or conflict
• AVSMS Communicates resolution to complainant in writing, including summary of findings, Actions taken or to be taken and Closure notice