Appeal & Complaints Submission Guide

Purpose
To describe the procedure for handling appeals and to ensure that the appellant’s concerns are addressed effectively and fairly.
Scope
This procedure applies to all appeals received by TNV.
Responsibility
Chief Executive Officer (CEO)
1. Introduction
An applicant, a certified company, or any interested party may appeal against a decision made by TNV. The matter will be referred to the Appeals Panel, whose decision shall be final. This procedure is publicly available on the TNV website.
2. Administration of Appeals
2.1 Submission of Appeal
If an applicant, certified company, or any interested party wishes to contest a decision made by TNV, they must submit a written notice of appeal within 14 days of being officially informed of the decision. The CEO will acknowledge receipt of the appeal and keep the appellant informed about the progress and outcome. TNV is responsible for decisions at all levels of the appeals-handling process.
2.2 Recordkeeping
Tracking and recording appeals—including actions taken to resolve them—is the responsibility of the CEO, using Form No. TNV-F-018. All records will be presented to the Appeals Panel. Corrective actions, if required, shall be taken promptly.
2.3 Appeals Panel Constitution
Upon receiving an appeal, the CEO shall inform the Board of Directors and the Impartial Committee. The Board, in consultation with the Impartial Committee, will form an independent Appeals Panel.
• The panel will include a Chairman and two members from the Impartial Committee with relevant technical expertise.
• The appellant may object to the inclusion of any panel member.
• Panel members must not have had prior involvement in the appealed decision.
• Personnel involved in the appeals process shall be independent from those who made the original certification decision.
2.4 Meeting of the Appeals Panel
• The Appeals Panel meeting must be held within 30 days of receiving the appeal.
• The appellant shall receive 7 days’ written notice regarding the time and venue of the meeting.
• Until the Appeals Panel makes a decision, the original decision by TNV remains in force. 2.5 Proceedings and Decision
• Both the appellant and the relevant TNV representative will be heard in confidence during the panel meeting.
• The panel’s decision shall be based on a majority vote and is final.
• Past similar appeal outcomes will be considered during the decision-making process.
• The CEO must inform the appellant of the final decision within 7 days in writing.
2.6 Post-Appeal Actions
• The CEO will record the appeal details in the Register of Appeals and implement the panel’s decision.
• The CEO will also evaluate whether improvements to TNV’s control systems are necessary based on the appeal grounds.
• A public description of the appeals-handling process is available on the TNV website.
2.7 Independence and Fairness
TNV ensures that all decisions communicated to the appellant are reviewed and approved by individuals not previously involved in the subject of the appeal.
2.8 Non-Discrimination
The CEO shall ensure that the submission, investigation, and outcome of appeals do not result in any discriminatory actions against the appellant. Appropriate corrections and corrective actions will be taken where needed. TNV will issue a formal notice to the appellant upon the closure of the appeal process.
References
• TNV Policy Manual, Section 9.7
• TNV Website: www.isoindia.org
• Form No. TNV-F-018 – "Complaints, Appeals, and Disputes"
Contact Information
For questions related to this Surveillance Policy, please contact: Email: tnvindia@gmail.com / info@isoindia.org