APPEAL AND COMPLAINT PROCEDURE

1.0 - Purpose

Describe the appeals process and ensure that the appellant’s complaint is dealt with in the most effective manner.

  • 1.2 SCOPE OF APPLICATION: Appeals received by FOREFRONT.

  • 1.3 RESPONSIBILITY: THERE IS

  • 1.4 PRESENTATION: An applicant, a certified company or any interested party can appeal a decision of FOREFRONT. The request will be forwarded to the Impartiality Guarantee Committee, whose decision is final. The request must be sent to FOREFRONT Certification via the FOREFRONT email address info@arscert.id

2.0 - Administration of appeals

  • 2.1 In the event that an applicant, Certified Company or any interested party wishes to appeal a decision of FOREFRONT, he must, within 14 days after being officially informed of such decision, notify FOREFRONT in writing of his wish to appeal against the decision. The receipt of the appeal is confirmed by the CEO and the applicant is informed of the progress and outcome. FOREFRONT is responsible for all decisions at all levels of the complaints handling process.

  • 2.2 Tracking and recording of appeals, including actions taken to resolve them, ensuring any corrections and appropriate corrective action are taken by CEO in format no. FOREFRONT-F-018 and presented before the Appeals Panel.

  • 2.3 Upon receipt of this appeal, the CEO informs the Impartiality Guarantee Committee of the details of the appeal received. In any case, the CEO will proceed with the establishment of an independent Appeal Commission, having consulted the Impartiality Guarantee Committee. The Commission will be composed of a President who will be assisted by two members of the Impartiality Assurance Committee representing the area of technical expertise related to the nature of the applicant’s activities being certified. The appellant will have the right to object to the inclusion of any person on the Board of Appeal. All members chosen to form the Board of Appeal must not have previously been involved in the contested decision.

  • 2.4 The meeting of the Appeal Panel will be held within 30 days of receipt of the notification by the appellant and the appellant will be provided with at least 7 clear days of written notice of the time and place of the meeting of the Appeal Panel. Prior to the meeting of the Appeals Committee, ARS’s decision remains in effect.

  • 2.5 At the meeting of the Appeal Panel both the appellant and the appointed representative of FOREFRONT have the right to be heard in confidence and the majority decision of the Appeal Panel will be final. In making the decision, the results of previous similar appeals are taken into account

  • 2.6 CEO ensures that the appellant is informed of the decision of the Board of Appeal in writing within 7 days of the decision and arranges for the details of the appeal to be recorded in the register of appeals and implements the decision of the Board of Appeal as required.

  • 2.7 CEO ensures that the filing, investigation and decision of appeals do not result in discriminatory action against the appellant and that any appropriate corrections and corrective actions are taken. The certification body must formally notify the appellant at the end of the appeals handling process.