All complaints should be submitted to the Managing Director in writing.
The Administrator will capture the information on the Complaints Form as well as the Complaints Register.
The Managing Director will determine whether the complaint relates to:
Muthelo-BEE verification activities for investigation by Muthelo-BEE, or
If it relates to a measured entity verified by Muthelo-BEE in which case the complaint will also be referred to the verified enterprise in
question.
The Administrator will acknowledge receipt of the complaint within 48 hours, confirming whether the complaint is a Muthelo-BEE matter for investigation
or whether the complaint has been referred to the relevant verified enterprise to address.
2. Validation and Investigation of Complaints
The Managing Director will nominate a competent member of staff to verify all the necessary information to validate the complaint and to investigate the
complaint. In all cases, the person nominated to conduct the investigation shall be in a position senior to that of the person who is the subject of the
complaint.
The validation exercise and investigation process will be subject to the requirements of confidentiality as they relate to the complainant and the subject
of the complaint.
The findings of the validation exercise, the investigation, and recommendations will be submitted in writing to the Managing Director within seven days.
3. Resolution of Complaints
The Managing Director will determine the course of action to be taken based on the reported findings and recommendations.
The decisions and outcome of the complaint will be communicated in writing to the complainant by the Managing Director unless the complaint is against
the Managing Director, in which case the client will be informed to address their complaint to SANAS for further investigation.
3. Sign-off
The Managing Director will check and confirm that the agreed actions have been undertaken by the specified completion date.
The office of the Managing Director will issue a formal notice of the completion of the complaints-handling process to the complainant and record the date of issue.
The Managing Director will confirm completion of the complaints-handing process by recording the sign-off date of the complete process in the Complaints Register.
A complaints file will be kept in the storage facility and a copy of the complaint, and the resolution of the complaint will be kept in the Verification file.
Appeals Procedure
1. Procedure
2. Receipt of Appeals
All Appeals should be submitted to the Managing Director in writing within 14 days after the Certificate has been issued.
The Administrator will capture the information onto the Appeals Form.
The Managing Director will determine whether the Appeal relates to:
Muthelo-BEE verification activities for investigation by Muthelo-BEE, or
if it relates to a measured entity verified by Muthelo-BEE in which case the Appeal will also be referred to the verified
enterprise in question.
The Administrator will acknowledge receipt of the Appeal within 48 hours, confirming whether the Appeal is a Muthelo-BEE matter for investigation or whether the Appeal has been referred to the relevant verified enterprise to address.
The Appeal shall be resolved within 30 days from the initial lodging of the appeal.
3.Validation and Investigation of Appeals
The Managing Director will nominate a competent member of staff to verify all the necessary information to validate the Appeal
and to investigate the Appeal. In all cases, the person nominated to conduct the investigation shall be in a position senior to that of the person who is the subject of the Appeal.
The validation exercise and investigation process will be subject to the requirements of confidentiality as they relate to the
complainant and the subject of the Appeal.
The findings of the validation exercise, the investigation, and recommendations will be submitted in writing to the Managing
Director within seven days.
4. Resolution of Appeals
The Managing Director will determine the course of action to be taken based on the reported findings and recommendations.
The Managing Director will determine the course of action to be taken based on the reported findings and recommendations.
5. Sign-off
The Managing Director will check and confirm that the agreed actions have been undertaken by the specified completion date.
The office of the Managing Director will issue a formal notice of the completion of the Appeals-handling process to the complainant and record the
date of issue.
The Managing Director will confirm completion of the Appeals-handing process by recording the sign-off date of the complete process in the Appeals
Register
