Complaint and Appeal Policy

and the decision made upon the first appeal, they may consider filing a second appeal level to be treated by the Appeal Board.

Subsequently, TNVCert appoints an Appeal Board which is in charge of the appeal process and is accountable for safeguarding impartiality with regard to the appeal.

8.2 First Appeal

If candidates still do not agree with the re-evaluated decision from TNVCert, they should submit a certification/certificate program first appeal in writing through the TNVCert Ticketing System, no later than 30 days after receiving the re-evaluated decision. Certification/certificate program appeals received after 30 days will not be processed.

The certification/certificate program appeal should include the personal information (full name, address, and other contact details) of the appellant, the appellant’s personal opinion about the assessment, the reasons for disapproval of the decision reached during the initial decision and re-evaluation, as well as the settlement being sought. A notice of acknowledgment will be sent by TNVCert within 24 hours following the certification/certificate program appeal reception. An initial assessment is conducted within 3 calendar days following the appeal reception.

The submission, investigation, and decision on certification/certificate program appeals will not result in any discriminatory actions against the appellant.

Certification/certificate program appeals will be reviewed by the CEO and/or a designated employee assigned by him or her. The designated employee will not be part of the staff involved in the initial decision. The reviewer of the certification/certificate program appeal should consider the appellant’s explanation and provide a written response, which includes:

• A clear explanation or a repeated explanation of the assessment decision following a re-evaluation of the evidence.

8.3 Instructions for Filing a First Appeal

To file a certification/certificate program appeal, the following steps should be taken:

1. Go to https://tnvcert.com

2. Click “Contact” from the top menu then click “Help Center” from the drop-down menu that will appear.

3. Click “Drop a Service Ticket.”

4. From a drop-down menu under “Topic,” choose “File a Certification/Certificate Program Appeal.”

5. Complete all the fields and submit the form (click “Submit Ticket”).

Information to include in your certification/certificate program appeal:
Besides personal information (full name, email address, telephone), write in the message box your opinion about the assessment and why you are not satisfied with the initial decision and re-evaluation.

The reviewer of the certification/certificate program appeal should reply within 15 calendar days after receiving an appeal. Depending on the complexity of the case—when the case involves multiple parties and requires a more comprehensive investigation and resolution process—the deadline can be extended to a maximum of 30 calendar days. The appellant will be informed of the reason for the extension.

The appellant will receive an answer on the decision reached in writing (via email or the TNVCert Ticketing System). If the appellant agrees with the outcome at this stage, the certification/certificate program appeal does not proceed to further stages.

If appellants are not satisfied with the outcome of the first appeal, then they may file a second appeal to be treated by the Appeal Board within 30 days of receiving the reply from TNVCert (see Section 8.5 Second Appeal).

If necessary, TNVCert will take appropriate correction and corrective/preventive actions.

All certification/certificate program appeals, including actions taken, will be tracked and recorded by TNVCert.

8.4 Appeal Board

The Appeal Board is composed of at least three members, with a majority of members being independent of TNVCert personnel.

The Appeal Board is independent of management in their recommendations which are guided by the requirements of ISO/IEC 17024 related to personnel certifications and JAS-AAS E2659 related to certificate programs. If the recommendation of the board is not respected by the management, the board will take appropriate measures, which may include informing TNVCert’s accreditation authorities.

Upon the request of the Appeal Board, TNVCert management will provide the board with all the necessary information, including the reasons for all significant decisions, actions, and the selection of persons responsible for particular activities, to allow TNVCert to ensure proper and impartial decision-making.

In the event that a member or members of the Appeal Board have a conflict of interest, based upon the facts or circumstances of a specific appeal—including employment or other affiliations of the appellant—TNVCert management, in conjunction with the Appeal Board, will select a substitute member or members to hear and decide upon that claim. TNVCert has the right to appoint its Impartiality and Certification Appeals (ICA) Committee members as Appeal Board members if the criteria are met.

8.5 Second Appeal to be Treated by the Appeal Board

Where appellants disagree with the certification or certificate program decisions of the re-evaluation stage and the first appeal, they may appeal a second time, explaining the reasons for disagreement.

Steps to be followed by the appellant:

• The second appeal to be treated by the Appeal Board should be submitted in writing, as a reply to the certification/certificate program first appeal decision, and no later than 30 days after receiving the first appeal decision.

• The second appeal should include the US $200 Appeal Fee, as it will be treated by the Appeal Board. In case the appeal decision is in favor of the appellant, this fee will be reimbursed.

• The second appeal, besides the personal information (full name, address, and other contact details) of the appellant, should include the opinion about the assessment and why the appellant is not satisfied with the first decision, re-evaluation, and TNVCert’s review done after the first appeal.

Steps to be followed by TNVCert and the Appeal Board:

• TNVCert appoints an Appeal Board which is in charge of the appeal process and is accountable for safeguarding impartiality with regard to the appeal.

• The Appeal Board will respond to an appellant in writing (via email) within 30 calendar days after receiving the second appeal. Depending on the complexity of the case—when the case involves multiple parties and requires a more comprehensive investigation and resolution process—the deadline can be extended to a maximum of 60 calendar days. The appellant will be informed of the reason for the extension. It should be noted that following the extension, the decision taken is absolute and final.

• The submission, investigation, and decision on second appeals will not result in any discriminatory actions against the appellant.

• If necessary, TNVCert will take appropriate corrective and corrective/preventive actions.

• All second appeals, including actions taken, will be tracked and recorded by TNVCert.

8.6 Instructions for Filing a Second Appeal

To file a second appeal, the following steps should be taken:

1. Reply via email to the first appeal decision, no later than 30 days after receiving the decision.

2. Pay the US $200 Appeal Fee (instructions will be provided by TNVCert).

3. In your email reply, include your opinion about the assessment and explain why you are not satisfied with the first appeal decision.