Complaint and Appeal Procedure

TreccerT is committed to providing high quality services to all its’ clients. However, we recognize that sometimes difficulties and issues can arise. The complaint and appeal procedures below provide you with the opportunity to raise a concern or issue, ensuring that TreccerT treats all the complaints and appeals as an opportunity for improvement.

If you have a concern or issue related to the delivery or quality of TreccerT service(s), please check the procedures outlined below that detail the stages involved in a complaint and an appeal.

Which Procedure Should I Use?

A complaint is considered any statement or expression of dissatisfaction about TreccerT services provided by us or on our behalf. TreccerT Complaint Procedure is a formally defined process by which clients have the opportunity to express their concerns or issues related to our services.

An appeal is considered any statement for reconsideration of an unfavorable decision or against the complaint process outcomes related to TreccerT services. TreccerT Appeal Procedure is a formally defined process by which clients have the opportunity to lodge an appeal and provide sufficient and adequate evidence in support of their appeal.

Complaints

Stage One

The complainant should seek resolution directly with the individual or department involved. The informal complaint should be done immediately after the issue has occurred by providing the reason(s) of the complaint.

Stage Two

If the complainant feels that the outcome of the informal complaint has not been satisfactorily resolved, the complainant should submit a formal complaint.

The complainant should submit a formal complaint by completing the complaint form and sending it to complaints@treccert.com no longer than thirty (30) days from the date of the issue arising.

Complaints should be acknowledged by TreccerT within five (5) working days. Complaints are resolved within twenty-five (25) working days of TreccerT acknowledging receipt.

Learning from Complaints

TreccerT reviews complaints at regular intervals to identify potential trends that may indicate a need to take improvement action(s).

 

 

TRECCERT COMPLAINT FORM

Appeals

Stage One

The appellant, in the first instance, should contact the individual or department involved in a particular decision (e.g. complaint, assessment, certification refusal, certification withdrawal) and seek to clarify the outcomes directly with them.

Stage Two

If the appellant feels that the outcome of the informal appeal has not been satisfactorily resolved, the appellant should submit a formal appeal.

The appellant should submit a formal appeal by completing the appeal form and sending to appeals@treccert.com no longer than thirty (30) days of the formal notification of the decision.

Appeals should be acknowledged by TreccerT within five (5) working days. Appeals are resolved within twenty-five (25) working days of TreccerT acknowledging receipt.

Learning from Appeals

TreccerT reviews appeals at regular intervals to identify potential trends that may indicate a need to take improvement action(s).

 

 

TRECCERT APPEAL FORM