Complaints Process

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- A Measured Entity or a user of a B-BBEE certificate is allowed to submit a formal written complaint within 7 business days of issue of the verification certificate and detailed report.

- Upon receipt of a complaint the administrator will immediately send acknowledgement receipt of the complaint to the complainant and the measured entity.

- Should the complaint be received after the 7 business days submission period the administrator will inform the measured entity that the complaint was rejected because the agreed time frames were not adhered to.

- If the complaint was received within the 7 business days submission period the administrator will record the complaint on the appeals and complaints register, and forward the complaint to the appeals and complaints committee.

- The appeals and complaints committee will determine if the complaint relates to verification activities that Aequitas BEE Verification was responsible for and if so, appoint a competent, independent and impartial person to investigate the complaint. This appointed person will not have been part of the initial verification and not be the subject of the complaint.

- Should a conflict of interest arise between the appointed person and the Measured Entity, that threatens the appointed person ability to be impartial, independent and open-minded, he/she will report this to the appeals and complaints committee who will review the request and appoint a different person if necessary.

- The appointed person will proceed to investigate the merit and grounds of the complaint and determine who the alleged guilty party is, what the infringement was and if the party did or did not in fact commit the offence. Should additional information regarding the nature of the complaint be required he/she will request such information from the ME or complainant.

- The appointed person will determine the validity of the complaint and present a report with the findings and recommendations within 10 business days of receipt of the complaint.

- The committee will review the findings report and make an official and final decision on the outcome of the complaint, within 5 business days of receiving the report from the appointed person.

- The committee will amend the certificate where and if necessary and will forward it (where applicable) with their decision and a summary of their findings to the administrator who will communicate this to the ME and/or the complainant.

- Where the agency committed a transgression the root cause will be determined and a corrective action implemented as per Aequitas BEE Verification’s corrective action procedure.

- Addressing complaints may require a short notice site-visit. In such a case the ME may receive an agenda within 2 days of the on-site visit. The ME will not have the opportunity to object to the verification team, and will make all necessary arrangements to facilitate the site visit.

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Appeals Process

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- A Measured Entity is allowed to dispute the verification result by means of submitting a formal written appeal within 7 business days of receipt of the verification certificate and detailed report.

- Upon receipt of an appeal by a Measured Entity the administrator will immediately send acknowledgement of receipt of the appeal to the measured entity.

- Should the appeal be received after the 7 business days submission period the administrator will inform the measured entity that the appeal was rejected because the agreed time frames were not adhered to.

- If the appeal was received within the 7 business days submission period the administrator will record the appeal on the appeals and complaints register, and forward the appeal to the appeals and complaints committee.

The appeals and complaints committee will appoint a competent, independent and impartial analyst, who was not part of the initial verification, to investigate the appeal who was not part of the initial verification.

- The appointed analyst will proceed to investigate the merit and grounds of the appeal. Should additional information regarding the nature of the appeal be required the analyst will request such information from the ME.

- The analyst will determine the validity of the appeal and present a report with the findings and recommendations within 20 business days of receipt of the appeal.

- The committee will review the analyst’s report and make an official and final decision on the outcome of the appeal, within 5 business days of receiving the report from the analyst.

- The committee will amend the certificate where and if necessary and will forward it (where applicable) with their decision and a summary of their findings to the administrator who will communicate this to the ME.

- Addressing appeals may require a short notice site-visit. In such a case the ME may receive an agenda within 2 days of the on-site visit. The ME will not have the opportunity to object to the verification team, and will make all necessary arrangements to facilitate the site visit.

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