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Appeals Handling Procedure

A statement shall be in writing with identification of the sender for consideration as appeal. An appeal is generally made by a client to reconsider a ZQAPL-MSCD001 decision related to certification i.e. granting, maintaining, renewing, extending, reducing, suspending and withdrawing of certification.

Applicant, certified clients are advised of the appeal process in the "Informative Guide" provided to them at an appropriate stage of contact with ZQAPL-MSCD001. Informative guide is publicly accessible.

The Informative Guide provides the contact e-mail for the clients to appeal. The e-mail goes to Director Operations who in turn deals with the appeal.

The receipt of the appeal is acknowledged to the concerned party in writing, and appellant is informed about the progress and outcome.

It is ensured that the person/s engaged in the appeals-handling process are different from those who carried out the audits and made the certification decisions or been involved in the subject of appeal. If Director Operations was involved as an auditor or certification decision maker in the case against which the appeal has been made, then the appeal is forwarded to CFSI chairperson and appellant is informed about this.

Submission, investigation and decision on appeals do not result in any discriminatory actions against the appellant.

Effectiveness of these actions is reviewed by Director Operations or the CFSI Chairperson, as responsible to deal with specific appeal. The decisions taken by Director Operations or CFSI Chairperson is binding on ZQAPL-MSCD001 to take suitable actions.

ZQAPL-MSCD001 gives a formal notice to the appellant at the end of the appeals-handling process and the relevant records are maintained. The feedback is sought from the appellant / concerned client.

Once the appeal has been resolved by ZQAPL-MSCD001 Director Operations and/or ZQAPL-MSCD001 Committee for Safeguarding Impartiality (CFSI) Chairperson, then no counter claim by either party in dispute can be made to amend or change the decision.

In instances where the appeal has been successful and the Certificate reinstated, then no claim can be made against ZQAPL-MSCD001 for reimbursement of costs or any losses incurred as a result of the initial withdrawal notification.