1. Purpose
This procedure defines how appeals and complaints are handled in a structured, fair, and non-discriminatory manner. It ensures that issues raised by appellants or complainants are managed objectively, impartially, and within the timelines established by TNV, thereby supporting confidence in the integrity of its certification processes.
2. Scope
This procedure applies to all appeals lodged by applicants, certified clients, and third parties in response to certification decisions made by TNV. It also applies to all complaints concerning TNV’s certification activities, the conduct of its personnel and auditors, and the actions of certified clients under its monitoring. Administrative and service-related concerns directed toward TNV also fall within this scope.
3. Responsibility
The Chief Executive Officer or Managing Director is responsible for ensuring that the appeals and complaints process operates effectively and remains transparent, fair, and confidential. This responsibility includes maintaining secure records and ensuring that the system is periodically reviewed during internal and external audits.
4. Appeals Procedure
4.1 Introduction: TNV grants any applicant, certified client, or interested party the right to appeal its decisions. Appeals may relate to certification status, audit findings, or the outcomes of procedural activities. Every appeal is examined by an independent Appeals Panel whose authority is final. A detailed description of the appeals mechanism is publicly available on TNV’s official website.
4.2 Administration of Appeals
4.2.1 Submission of Appeal: An appeal must be submitted in writing within fourteen calendar days from the date the decision in question was issued. The appellant must clearly explain the reason for the appeal and include any necessary supporting evidence. Upon receiving the appeal, the CEO sends an acknowledgment within five working days and communicates how the matter will proceed.
4.2.2 Recordkeeping: Each submitted appeal is recorded using Form TNV-F-018 and all related documents are kept securely in the Appeals Register. Throughout the process, every follow-up activity and corrective measure is tracked to ensure full traceability and accountability.
4.2.3 Appeals Panel Constitution: After an appeal is lodged, the CEO informs both the Impartiality Committee and the Board of Directors. An Appeals Panel is then appointed, consisting of a chairman and two technical experts drawn from the Impartiality Committee who have no previous involvement in the case. The appellant may challenge the inclusion of any panel member if reasonable grounds exist.
4.2.4 Appeals Panel Meeting: The Appeals Panel convenes within thirty days from the date the appeal is received. The appellant is informed in writing at least seven days before the scheduled meeting. Until the panel reaches its conclusion, the original decision taken by TNV remains in force.
4.2.5 Proceedings and Decision: During the meeting, the panel hears the appellant and the representatives of TNV in a confidential environment. The panel reviews past similar cases to ensure consistent decision-making. A decision is reached by majority vote, and the appellant receives the outcome in writing within seven days of the decision being finalized.
4.2.6 Independence and Fairness: Individuals involved in making the original decision do not take part in the appeal review. All panel members and reviewers operate independently and rely solely on objective evidence when making judgments.
4.2.7 Non-Discrimination: Submitting an appeal does not result in any form of discrimination or retaliation. When the review is completed, a closure notice is formally issued to the appellant.
5. Complaints Procedure
5.1 Introduction: Any stakeholder, including applicants, certified clients, and members of the public, may submit a complaint regarding TNV’s certification processes, personnel behavior, auditor conduct, or the performance of certified clients. The complaints procedure prioritizes confidentiality, prompt response, and fairness, and is accessible through both the TNV website and certificate issuance documentation.
5.2 Administration of Complaints
5.2.1 Initial Handling: Complaints may be received through email, telephone, the TNV website, or written correspondence. Every complaint is reviewed by the CEO and recorded in the Complaint Register. The identity of the complainant is treated with confidentiality as far as the situation permits.
5.2.2 Complaints Related to Certified Clients: When a complaint concerns a certified client, TNV assigns an independent auditor with no conflict of interest to investigate. Acknowledgment of the complaint is provided and the client involved is formally informed within fourteen days. Audit teams may be consulted for clarification. The certified client is required to conduct a root cause analysis and define corrective actions. In cases where the complaint concerns TNV personnel, including the CEO, the matter is directed to the Chairman of the Impartiality Committee. All complaints should ideally be resolved within forty-five days.
5.3 Actions on Complaints: The CEO ensures the timely investigation and verifiable resolution of each complaint. Complainants are updated on the outcome or progress within six weeks, and a formal closure note is added to the Complaint Register. Corrective and preventive actions are implemented where necessary, and complaints are reviewed during Management Review Meetings. Confidentiality of all parties is strictly upheld. If a complaint remains unresolved, monthly updates are provided. Final decisions are approved by individuals who did not participate in handling the case, and the closing communication specifies whether the resolution will be publicly disclosed.
5.4 Escalation of Complaints: If the complainant is not satisfied with the resolution, the matter may be escalated to IAS, the Accreditation Board. Complaints not addressed within the required timeframe are escalated to TNV’s top management, and significant delays or unresolved issues are reported to the Accreditation Board for oversight.
6. Contact Information
The following communication channels may be used for submitting appeals or complaints:
- Email: info@tnvgroup.org | tnvindia@gmail.com
- Phone: +91-9415037680
- Postal Address: B-1/19/69 Sector K, Aliganj, Lucknow, Uttar Pradesh – 226024, India