Complaint and Appeal Policy

Only written complaints will be recorded. Verbal complaints will have to be converted into written form.

Note: When submitting a ticket, it is important that the category “Complaint” is selected.

For the complaints to be handled effectively, the complaint record must contain all the necessary information, including the complainant’s full name, email, and phone number, the department and staff member involved in the complaint, the description of the complaint, and the date. Once recorded, the complaints are to be tracked through the whole complaint handling process until the final decision.

A notice of acknowledgment is sent by TNVCert within 24 hours following the complaint reception. An initial assessment is conducted within 3 calendar days following the complaint reception.

6.2 Operating Procedure

6.2.1 Complaint Level 1

All complaints initiated are considered Level 1 and will be investigated and handled by the Head of Division (HoD) to whom the complaint has been addressed or the Head of Customer Service Department. The person initially addressing the complaints will investigate the complaint and offer a response to the complainant within 10 calendar days. 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 15 calendar days. The complainant will be informed of the reason for the extension.

6.2.2 Complaint Level 2

If the complainant is not satisfied with the response of the Level 1 investigation, the complainant has the right to file a Level 2 complaint. The complaint is assigned to the immediate supervisor of the HoD or top management to be investigated independently in coordination with the internal auditor or any other independent employee designated for the investigation.

During Level 2 support, the person responsible will assess the complaint. Based on the assessment, they will offer a response to the complainant within 15 calendar days. 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 complainant will be informed of the reason for the extension. Following the extension, the response will be communicated in writing along with all evidence reviewed (if applicable).

Once the response of the Level 2 investigation is received by the complainant, it is considered a final response from TNVCert, and at this stage, the complainant can only agree or disagree with the final response, but in either case, the process ends. In case there is a conflict of interest, real or implied, with the Level 2 support (e.g., between the HoD or top management or internal auditor and the complainant), an independent and external investigator will be appointed to conduct the Level 2 investigation.

6.3 Instructions for Filing Complaints

All complaints must be submitted and communicated in writing via the TNVCert Ticketing System based on the steps below:

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

Information to include in your complaints:

Besides personal information (full name, email address, phone number), write in the message box the description of the complaint, the department and staff member involved (if applicable), and the date.

7. Re-evaluation Process for exam results or certification decisions.

7.1 Procedure Overview

When candidates disagree with the decisions made by TNVCert related to their certification process or the certificate program, they must declare in writing the reasons for disagreement to TNVCert and ask for a re-evaluation via email within 30 days from receiving TNVCert’s initial decision. Re-evaluation requests received after 30 days will not be processed. Re-evaluation requests are not considered appeals.

Re-evaluation requests can take any of the following form

• A certified person or a certificate holder, i.e., for breaching the code of ethics, and/or in specific schemes/programs for breaching the code of conduct
• Reevaluation of the certification decision: Candidates that disagree with the decisions related to the downgrade, suspension and revocation of the certificates.

7.2 Instructions for Filing Re-evaluation requests

• Go to https://tnvcert.com
• Click "Contact" from top menu then click “Help Center” from the drop down menu that will appear
• Click “Drop a Service Ticket”
• From a drop down menu under “Topic,” choose “File a re-evaluation of the examination results/exam question request” , or “File a re-evaluation of the certification decision request”
• Complete all the fields and submit the form (click "Submit")

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:

• Go to https://tnvcert.com
• Click “Contact” from the top menu then click “Help Center” from the drop-down menu that will appear.
• Click “Drop a Service Ticket.”
• From a drop-down menu under “Topic,” choose “File a Certification/Certificate Program Appeal.”
• Complete all the fields and submit the form (click “Submit Ticket”).

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: