After receipt of the appeal, you will be sent a letter within 2 weeks to the person/ organization confirming its receipt. The Quality Manager then conducts an investigation in respect of the appeal. The person conducting the research does not participate in the decision-making process. The investigation includes the review of the documented appeal, any relevant reports, consultation with the involved parties and the person/ organization running the appeal.

The decision related to the outcome of the full investigation is documented and formally communicated in writing to the person/ organization who raised the dispute within two weeks of the final decision taken.

The person/ organization that brought the dispute has the right to offend the decision that has been made.

In this case, a letter is sent to the person/ organization within 2 weeks, confirming the receipt of the objection on the decision and the appellant’s right to present their case in person to the Appeals Committee.

For her/ his presence to the Committee the Appellant is being informed on the hearing date and its composition. The Appellant has the right to object to the composition of the Committee. The Appellant’s reasons are examined by the chairman of the Committee who decides whether or not it is appropriate to modify the composition accordingly.

The Appeals Committee examines again the nature of the appeal from the written reports of the Appellant. Where necessary, the Committee asks for the presence of the Quality Manager during all or part of the meeting. The reports are examined and a recommendation is made to the Top Management who holds the final decision. The decisions of the meeting are recorded.

The Appellant is informed in writing on the outcome of the objection within two weeks from the decision taken and within three months of receipt of the written appeal.