Appeals and Complaints

Appeals

  1. Should the Measured Entity dispute the results on the Verification Report and Certificate they have 7 working days to appeal to the results. 
  2. The appeal must be addressed to the Administrator of DVS BEE SERVICES in writing.
  3. The Administrator shall forward the appeal immediately to a Director who was not involved in the verification, who will within two days appoint a competent Verification Analyst who is totally independent from the particular verification and who has no interest in the Measured Entity or a related party to the Measured Entity, to handle the appeal. The assigned person shall be objective and open-minded and should any conflict of interest arrive, report it to the Verification Manager and excuse him/herself from the appeal process 
  4. The Assigned Director shall complete the appeals and complaints register and assign an independent analyst to handle the appeal.  The person assigned to handle the appeal shall send an acknowledgement of receipt to the Measured Entity as soon as assigned.
  5. The Assigned person shall proceed to investigate the appeal. 
  6. If the appeal was not lodged within the prescribed 7 working days of receiving the Report, Scorecard and certificate the Assigned person shall inform the Director who will instruct the Assigned person to send a finding report to the Measured Entity indicating that the appeal was not successful because the timeframes were not met. 
  7. If the appeal was lodged within the required 7 working days, the Assigned Person then must investigate the merits and background of the appeal.  Should the appeal be based on the grounds of new information submitted by the Measured Entity, the Assigned person will indicate in the findings report that there are no grounds for appeal as this was new information. 
  8. The Assigned person must resolve the appeal within 30 days of it being assigned to that person. 
  9. If the appeal was submitted on time and does not involve new documentation, the Assigned Person will investigate what corrective action needs to be taken. 
  10. If it is found that there were calculation errors or that the incorrect score was given, the Assigned person shall write a report within 20 days, stipulating where the errors occurred, reasons why they believe this happened and calculate the correct score and new points. The Independent Director will then make a decision within 5 days of receiving the report. If the Director confirms the outcome of the report, a corrected verification Report, scorecard and certificate will be drafted and signed by a Technical Signatory after which the Assigned person will send the corrected verification Report, scorecard, and certificate to the Measured Entity within the allowed 30 days. The Assigned person shall note actions taken in the diary of the file and the person who assigned them to the appeal shall sign off on the effectiveness of the actions and make notes. 
  11. The Process for appeals shall be stipulated in the Service Level Agreement which will be signed by the Measured Entity before the BEE process commences. 
  12. Any information sent to or received from the Measured Entity related to the appeal shall be filed in the Measured Entity file and any communication or decisions taken with regards to the appeal shall be noted in the diary section of the Measured Entity file.

Complaints

  1. Should the Measured Entity not be satisfied with the behavior/conduct of any personnel involved in the verification process, they have the right to lodge a complaint or should a 3rd party not be satisfied with any aspect of the verification agencies process and methodology.
  2. The complaint must be lodged within 10 days of the incident which was the result of the complaint. 
  3. The Assigned Independent Director shall assign an independent person who was not involved in the incident from which the complaint originated. 
  4. The assigned person shall be impartial, not related to the person involved in the complaint with no prior dealings with the Measured Entity to give confidence to the Measured Entity that the compliant will be appropriately addressed in a professional, impartial manner and that a reasonable effort shall be made to resolve the compliant. 
  5. The person assigned to the complaint shall send the Measured Entity an acknowledgement of the Complaint.
  6. The Assigned person must resolve the complaint within 10 days of it being assigned to that person by     means of a finding report.
  7. The complaint must be investigated and the seriousness of the behavior/conduct which was the result of the complaint or the substance of the 3rd party complaint must be considered.   Should it be found by the investigator that there was negligence involved or there was substance to the complaint, disciplinary action or corrective action must be considered.
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