Scope: Covers “appeal” requests directed from prospect / client-organizations for action taking issue. To not burden the prospect / client-organizations with forms, that may addresses communications within the including but not limited to telephone calls, letters, faxes, e-mails, and personal visits to the site-location source of the appeal (– complaint).
We treat disputes equal as appeal, implying that a dispute uses the same initiating protocol and forms an appeal; however it may not escalate to an appeal.
Purpose: Provides the means to protect prospect / client-organization and consumers raising an appeal against branch offices, Professionals and acting to resolve the complaint or dispute.
For processing an appeal, BRSM may require recovering costs to cover administration processing.
Also, there may be administrative cost charge for disputes – BRSM Management Staff decides.
Responsibility
Head Manager is ultimately responsible for communicating the resolution of appeals and the dissemination within BRSM and branch offices management (and concerning others, stakeholders), which includes BRS. The underlying goal of the appeal (as for a complaint) protocol is to the effect of mutual satisfactory resolution between BRSM and its prospect / client-organizations and the overall strengthening of the service-provider/customer relationship to assure protection of consumers. The branch offices staff is the first contact responsible for addressing the appeal (that could adversely affect the BRSM and thus harm BRS image and goodwill or provide and obstacle for proper functioning and achieving its mission, values, vision and purpose). The impartiality committee supervises the actions taken by BRSM.
General, what is an appeal? An appeal is an issue raised against BRSM in pursuit of action to satisfy the prospect / client-organization in matters of decision taken by Assessment Team or that affects or may affect a consumer. The appeals are taken care by an Appeals Committee (AC), which includes members of the Board of Governance, Client-organizations, and government delegates such as for the protection of consumers, Consumers Affairs. This procedure, jointly with Form-AIF-001 are made available to prospect / client-organization upon request/online as well to other justifiable and valid interested parties, and equally applicable to disputes.
Appeal Form-AIF-001 is for the purpose as to document the issue and follow-through action, and includes documenting the communications and actions pertaining to the appeal, as needed include attachments. Form-AIF-001 provides information and guidance about the herein appeal protocol and completing the form. Herein we define the appeal procedure, including the formation of the appeal board.
Any communication used in escalating the appeal must accompany to Form-AIF-001.
An appeal is to be act upon (“follow-up”) from the BRSM within 15-work days. Closed Form-AIF-001 are retain at BRSM for a period of 4 years. Appeals take high priority action with the objective to document and resolve the issue(s) promptly and properly as these relate for the purpose under which we are signatory and bearer of international accreditation and in chosen regions local accreditation.
Appeal Form-AIF-001 is for the purpose as to document the issue and follow-through action, and includes documenting the communications and actions pertaining to the appeal, as needed include attachments. Form-AIF-001 provides information and guidance about the herein appeal protocol and completing the form. Herein we define the appeal procedure, including the formation of the appeal board.
Any communication used in escalating the appeal must accompany to Form-AIF-001.
An appeal is to be act upon (“follow-up”) from the BRSM within 15-work days. Closed Form-AIF-001 are retain at BRSM for a period of 4 years.
Appeals take high priority action with the objective to document and resolve the issue(s) promptly and properly as these relate for the purpose under which we are signatory and bearer of international accreditation and in chosen regions local accreditation.
Procedure
Appellant could send appeal form AIF-001 via email to [email protected] or contact BRSM/Branch Offices in other means. Contact from a prospect / client-organization or receipt of a Form-AIF-001 are the triggering mechanism raising the appeal to BRSM (branch offices). Within three-days BRSM confirms received a request for appeal or Form-AIF-001 (as means chosen by the prospect / client-organization). In the eventuality of receiving a request for appeal (or disputes) without completed Form-AIF-001, the receiving Management Staff will treat the appeal as to go forward. If deemed necessary the Staff Member will complete a Form-AIF-001 and submit to the prospect / client-organization for its acceptance.
Appeal Form-AIF-001 is forward to the Board of Governance (and copy to BRSM) which triggers the formation of an Appeal Committee (AC). The AC is an ad hoc board comprising of members from the Board of Governance and may include client-organization and representative of BRSM/Quorum of the Regions/BRS, and others as deemed necessary and suitable due to their impartiality required on the matter. The selection of the AC is by the Board of Governance and with the consent of the Head Manager. Arriving to a decision is the responsibility of the AC; the Staff Member over which the Appeal is triggered does not participate in the AC.
It is requiring informing the appellant on the composition of the AC and requiring his/her acceptance will proceed with the appeal. The appellant has 12 days to challenge the composition of the AC. A member of branch offices staff, not affecting in the appeal, join the AC, if acceptable to the prospect / client-organization, in which case assumes the lead role. The appellant must report his/her decision in writing. Formation of the AC must not exceed 15 days from the date of the initial appeal, Form-AIF-001, and which the appellant must provide his/her acceptance.
The AC commences discussion of the appeal, and a decision must come to preliminary closure within 20-workdays with options to two decisions:
The AC decision may overturn an assessment team or otherwise the assessment team’s conclusion. The AC decision may let the assessment team or otherwise the assessment team leader’s decision stands.
The appellant has a second option, paying expenses of the AC lead member, a person-to-person hearing. In which case a final and decisive conclusion thus final closure is arrived by the lead AC person. In the eventuality that the action is taken, the AC may invoke corrective action over the assessment team Communication between BRSM and appellant initially need not to include necessarily Form-AIF-001.
Access to the Record of Appeal (and Complaints)
A Log Form applies to documented corrective actions, complaints, disputes, and appeals. Records on discretionary matters of corrective actions, complaints, dispute, or appeals are confidential. No information is disclose outside the involve parties which includes complainant, appellant, branch offices, BRSM Turkey/BRS and ad hoc board / committee members.
