APPEALS BY CLIENTS

Appeals by Clients

  1. Client may appeal against UGGSB decision for scope reduction, suspension and/or withdrawal in written form (email, letter).
  2. The GM shall convene meeting to review client appeal and respond accordingly in consultation with Operation Manager.
  3. UGGSB shall have a documented process to receive, evaluate and make decisions on appeals by using the Client Appeals Form. The Operation Manager shall provide the Client Appeal Form (UGG-FM-17) to be filled by the client when the client has indicated that they would like to make an appeal to UGGSB decisions relating to certification activity.
  4. UGGSB GM shall be responsible for all decisions at all levels of the appeals-handling process.
  5. UGGSB shall ensure that the persons engaged in the appeals-handling process are different from those who carried out the audits and made the certification decisions.
  6. UGGSB shall ensure submission, investigation and decision on appeals do not result in any discriminatory actions against the appellant.
  7. UGGSB shall ensure that the appeals-handling process includes at least the following elements and methods:
    • an outline of the process for receiving, validating and investigating the appeal, and for deciding what actions are to be taken in response to it, taking into account the results of previous similar appeals.
    • tracking and recording appeals, including actions undertaken to resolve them.
    • ensuring that any appropriate correction and corrective action are taken.
  8. UGGSB shall ensure that the appointed personnel receiving the appeal shall be responsible for gathering and verifying all necessary information to validate the appeal. The OM shall acknowledge receipt of the appeal from the client.The OM shall provide the appellant with progress reports and the result of the appeal.
  9. The GM/OM shall ensure that the decision to be communicated to the appellant made by, or reviewed and approved by, individual(s) not previously involved in the subject of the appeal.
  10. The General Manager shall provide formal notice by forms of letter to the appellant at the end of the appeals-handling process. This shall be done by email as well as by registered post.
  11. These appeal issues shall be resolved in a timely manner and replied to Client in written form and records of decisions shall be maintained/filed according to specified retention time.

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