Appeals & Complaints

Controlled Copy No. 01

Issued By MR

Revision / Issue 01:01

Issued On 20.09.2026

This procedure establishes the system for handling appeals and complaints. EVYA Assessment is committed to ensuring that appeals and complaints from clients, interested parties and complaints against clients are handled in a fair and expeditious manner.

Objective, Scope & Responsibility

The basic framework governing the Appeals and Complaints procedure.

1.0 Objective

To ensure and establish a system for handling appeals and complaints, including complaints against clients by interested parties, in a fair and expeditious manner.

2.0 Scope

Handling of Appeals and Complaints.

3.0 Responsibility

Certification Manager / MR, MD

Appeals & Complaints

Two principal channels through which concerns are formally handled.

4.1 Appeals

An appeal is a request by a client or other party for reconsideration of any decision made by EVYA Assessment related to its desired certification process.

4.2 Complaints

Complaints are handled through the established complaint handling process. The procedure is publicly accessible through the EVYA website, and complaint formats are provided when requested.

Appeal Handling Process

EVYA's defined process for registration, investigation, decision and closure of appeals.

01

Appeal Registration

Appeals are recorded in EVYA-F-59 by the Operation Manager and discussed with the Certification Manager and Managing Director for necessary action.

02

Appeal Format & Accessibility

The procedure is accessible to the public through the company website. An appeal format is provided to a client on request.

03

Acknowledgement & Response

The appeal is acknowledged and a response is provided within 30 days.

04

Independent Investigation

Investigation and reporting of the appeal is assigned to a person who was not involved in the process which gave rise to the appeal.

05

Review & Decision

The investigation report is reviewed and a decision is reached. The decision is communicated to the client. The client is informed that a further appeal may be made to the concerned accreditation agency.

06

Corrective Action & Closure

Required corrective action is decided and implemented. Effectiveness is verified and the appeal is closed. Details are entered into the relevant register.

07

Short Notice Audit

Where a short-notice audit is required, the audit is completed within 90 days.

30 Days

Appeal / Complaint Response Target

The procedure specifies acknowledgement and response within 30 days. The appeal process also provides for investigation by a person not involved in the process giving rise to the appeal.

Appeals Committee

Committee composition, factual review and decision process.

Right to Challenge

The appellant has the right to agree to the composition of the Committee and may challenge its composition.

Committee Recommendation

The Appeals Committee meets and makes its recommendations within 30 days to the MD.

MD Decision

The Managing Director decides and conveys the decision to the appellant.

Factual Investigation

The Appeal Panel may seek facts from staff, auditors and relevant groups.

Fair Treatment

Submission, investigation and decision on appeals shall not result in discriminatory action against the appellant.

Process Closure

EVYA gives notice to the appellant at the end of the appeals handling process.

Complaint Handling Process

Process for complaints received from clients and interested parties.

01

Complaint Format

The complaint format is available through the EVYA website. In case requested by the client, the same is supplied.

02

Register the Complaint

The complaint is formally registered for investigation and further action.

03

Acknowledgement & Response

The complaint is acknowledged and a response is provided within 30 days.

04

Independent Investigation

Investigation and reporting is assigned to a person who was not involved in the process which gave rise to the complaint.

05

Review & Decision

The report is reviewed, a decision is reached and the decision is informed to the client. The client is also informed of the further appeal route to the concerned accreditation agency.

06

Corrective Action & Closure

Required corrective action is decided, implemented and verified for effectiveness. The complaint is then closed and details are entered in the register.

Complaints Against Client

Process followed when a complaint is received against an EVYA certified client.

Client Complaint Investigation Process

01

Inform the client and carry out a preliminary investigation through telephone, letter or visit.

02

Request the client to investigate and resolve the complaint in accordance with its systems and procedures.

03

Receive the client's investigation report and inform the complainant.

04

Carry out a special audit of the client's system followed by a corrective action audit report.

05

The special audit may be combined with the next surveillance audit due.

06

Based on the audit, EVYA takes the necessary action concerning the complaint.

07

Keep the complainant and accreditation body informed of the action.

08

Inform details of all appeals and complaints to the Committee of Experts.

Closure Complaint may be closed after appropriate review.

Audit Team Review Auditor, Lead Auditor, Technical Expert, Certification Committee or staff may be involved.

Auditing Process Auditing may be conducted as required by the circumstances.

Misuse of Certification Scope or logo misuse may be considered as part of necessary action.

Additional Time Further time may be provided to the client to complete necessary action.

Suspension / Withdrawal Certification may be suspended or withdrawn where applicable.

Fair & Impartial Handling

Core principles reflected in the Appeals and Complaints process.

Fair Handling

Appeals and complaints are handled through an established process.

Independent Investigation

Investigation is assigned to a person not involved in the originating process.

No Discrimination

The process shall not result in discriminatory action against the appellant.

Records & Reference Document

Record identified for handling corrective action relating to appeals and complaints.

Corrective Action Report for Appeals and Complaints

Reference document maintained as part of the EVYA Appeals and Complaints process.

EVYA-F-59

EVYA Assessment Pvt. Ltd.

EVYA Assessment is committed to handling appeals and complaints through a structured process that supports fair consideration, appropriate investigation, documented decisions and effective closure.