Complaints & Appeals
Complaints Handling Process
Should the client have cause to complain regarding the conduct of RICI’s staff or auditors, the complaint should be made in writing addressed to the Scheme Manager of RICI at firstname.lastname@example.org; or through the company website: www.ricionline.com; or through a registered letter.
Should the complaint be made against the Scheme Manager, the letter of complaint should be addressed to the RICI Managing Director.
Complaints received by RICI from any stakeholder regarding the activities of a certificated client shall be referred to that client at an appropriate time.
The complaint shall be investigated in accordance with the RICI complaints handling process procedure and the outcome communicated, if necessary.
The alleged complaint is logged and evaluated to establish its validity, with any required corrective action instigated where necessary. This process shall be subject to requirements of confidentiality. RICI shall determine, together with the client and complainant, whether and, if so to what extent, the subject of the complaint and its resolution shall be made public.
The client has the right to appeal against any decision or notification by RICI including the suspension, reduction in scope or withdrawal of certification by RICI.
Notification of a client’s intention to appeal must be made in writing and must be addressed to the RICI Scheme Manager within fourteen days of receipt of any notification or decision at email@example.com; or through the company: website www.ricionline.com; or through a registered letter.
The client has the right to object to the involvement of particular members of the RICI management in the appeals procedure if evidence can be provided that their impartiality is compromised. The appellants also have the right to present their case in person at their own expense.
The appeal will be heard by an Appeals Committee including members of top management. The Appeals Committee shall be impartial and independent of the persons involved in the issue raised. The decision of the Appeals Committee shall be final and binding on both the client and RICI. Once the Appeals Committee has made a decision, no counterclaim by either party in a dispute can be made to amend or change its decision. Decisions on appeals will be made within 2 months of receipt of the appeal, or earlier if practicable.
The outcome of an appeal shall be communicated in writing to the appellant and will be kept up to date on the progress.
Investigation and decisions on appeals shall not result in any discriminatory actions against the appellant.