In line with our engagement agreement with client we provide for appeals and complaints in relations to verification decisions and services provided:
Where the measured entity disagrees with the BBBEE verification, the measured entity is responsible to explain the reasons for this disagreement to the Verification manager, within 7 days from receiving the rating. The measured entity will complete an Appeal form(can we create a web form?), and submit it to the Administrator who will acknowledge receipt of the appeal by email.
The notice of appeal will be given to the Verification Manager who will, convene the Appeals & Complaints Committee (General procedure for the formation of a committee) and will formulate the Terms of Reference as per below. The committee will investigate the measured entity’s reasons for appeal, and provide one of the following to the Verification Manager:
The committee members investigating are always independent from the original verification. This is ensured by the Verification Manager who will review the original client files for the names of the verification team prior to selection.
The committee recommendation will be submitted to the Verification Manager on completion. The Verification Certificates & Logo’s Procedures will be followed. The certificate will be re-issued retaining the original certificate number, the expiry date will change to 1 (one) year from date of re-evaluation and the version number will be updated by the Administrator.
As per the Terms of Reference, all required corrective actions that are recorded in the Minutes of the Committee meetings are actioned as per the corrective action procedures.
The appeal procedure will be resolved within 30 (thirty) days from the initial lodging of the appeal by the measured entity.
The measured entity will be informed by the Verification Manager in writing of the outcome of the appeal and that the appeals process has formally come to an end. Decisions on appeals will not result in any discriminatory actions against the measured entity who lodged the appeal.
Appeals are reviewed annually at the management review together with root cause analysis and corrective actions taken to ensure operational efficiency and any employee training requirements.
The complainant may lodge a written complaint with Consolidated Verification Services using the following form(PDF version to be available).
On receipt of the complaint, an Administrator will acknowledge receipt of the complaint to the complainant, in writing by email, within two days.
The Administrator will advise the Verification Manager of the complaint by email within 1 day.
The Verification Manager will convene and advise the Complaints & Appeals Committee of the complaint by email within two days, and provide the committee with the details of the complaint and any related documentation that was submitted by the complainant.
The Verification Manager shall give the complainant written formal notice at the end of the complaints-handling process (at or within the 30 day period) of the outcome of its decision regarding the complaint.
Investigation of any decisions on complaints shall not result in any discriminatory actions against the complainant and those investigating a complaint shall be completely independent from the complaint or the activities surrounding the complaint. This is ensured by the Verification Manager who will review the original file to ensure staffs allocated to the investigation were not part of the original evaluation.
Corrective Action is taken in accordance with Corrective Action procedures and this may include disciplinary action, training, procedural reviews.
If the complainant is not satisfied with the outcome of the investigation, the Verification Manager will direct the complainant to the DTI and SANAS.
The Appeals & Complaints Committee will investigate all complaints and appeals, using root cause analysis techniques outlined in the Corrective Action procedures, thoroughly, objectively and accurately within 30 (thirty) days from receipt of the complaint or appeal.