Appeal Management

STEP-01

Receipt of Appeal

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Since this relates to our core process, there is a separate provision on our website for lodging an appeal. An appeal can also be made in writing to our office. As soon as any appeal is received, acknowledgment is sent to the client within 3 working days, promising appropriate action within one month. Record of all appeals is maintained for at least 4 years.

• Ref: Record of Appeals

STEP-02

CEO Review

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All appeals are reviewed by the CEO upon receipt.

STEP-03

Investigation of Appeal

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The CEO looks into appeals and, as per the situation, takes one or more of the investigative actions outlined below — ensuring a fair and impartial review of the client's concerns.

STEP-04

Monitoring & Tracking

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Being the ultimate authority, the CEO monitors and tracks action taken since receipt of the appeal till closure of the process. It is ensured that persons involved in the dispute are not involved in making decisions related to the appeal. The Impartiality Committee also monitors the appeal handling process. All cases of appeal and complaints are necessarily reviewed by the Impartiality Committee during its six-monthly review meeting.

• Ref: MOM of the Impartiality Committee

STEP-05

Correction & Corrective Action

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Based upon additional information received after investigation from multiple sources, the Technical Committee takes appropriate decision and it is documented. The same is communicated to the client. Corrections and corrective actions are taken, if required. The CEO takes appropriate action as per the decision made by the Technical Committee and records are maintained.

STEP-06

Updating of Appellant

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The appellant is kept updated with progress in the appeal handling process. All appeals are resolved or closed within 3 months of registration. The decision of the Technical Committee is final and further appeal is not entertained. A formal appeal closure report is sent to the appellant stating all the actions taken and the final decision of the appeal handling authority.

STEP-07

Records & Client File

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The decision of the CEO is recorded in the client's file. Summary of activities subsequent to appeal is recorded in a register ICV/Appeal/F-01. The record is retained for at least 4 years.

• Ref: ICV/Appeal/F-01 | Client File

STEP-08

Impartiality Committee Review

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In case the appellant is not satisfied with the decision of the Technical Committee or CEO, to remove any suspicion of bias, ICV allows the appellant to put forward his or her case before the Impartiality Committee. The CEO voluntarily forwards all resolved and unresolved cases of appeals to the Impartiality Committee for their review and necessary guidance or instructions. Record of such references is also maintained in hard copy. The decision of the Impartiality Committee is final.

• Ref: ISO 17021-1:2015