Appeal

An appeal challenges a certification-related decision or assessment outcome under the published rules. It should identify the decision being challenged and the basis for review.

Complaint

A complaint concerns service, conduct, administration, fairness or another matter not limited to changing a specific certification decision.

Good handling principles

  • Acknowledge and record the case.
  • Use an impartial reviewer where the original decision is challenged.
  • Keep evidence and communication records.
  • Communicate the outcome and any further route available.
  • Use recurring issues as quality-improvement input.