Complaint
Introduction
An appeal is the formal method by which a TSI client or any affected party may request an independent review of a decision made by TSI during the certification or registration process. Complaints against the Chief Executive are also handled under this procedure.
This process may be initiated for any decision taken on behalf of TSI that cannot be resolved through other channels. This procedure outlines the full appeal process; however, reference should also be made to the Contract Terms and Scheme for Registration applicable to each case.
Appeal Handling Process
The Chief Executive of TSI holds responsibility for all decisions at every stage of the appeals-handling process, except where decisions are made by the independent Appeal Panel.
All individuals involved in the appeal review are independent of those who performed the original audits or made the prior certification decisions. This ensures fairness, impartiality, and transparency throughout the process.