Complaints & Appeals Process
UPA LUK UPN "Veteran" Jakarta has established documented procedures to receive, evaluate, and decide on appeals and complaints. Information about these procedures is publicly accessible.
Complaint
Complaint Process
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1.
Clients may submit complaints in writing to UPA LUK regarding certification activities.
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2.
Every complaint received is validated and investigated.
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3.
If a complaint is not serious, UPA LUK may decide on and resolve it.
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4.
If a complaint is serious, UPA LUK prepares a resolution recommendation.
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5.
The resolution outcome is recorded and communicated to the complainant.
Appeal
Appeal Process
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1.
Clients may submit an appeal in writing no later than 30 days after receiving a decision.
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2.
Appeals are recorded, validated, and investigated by personnel who were not involved in the audit or certification decision.
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3.
The applicant receives a letter no later than 7 days after the appeal is received.
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4.
An independent appeals team reviews the materials and makes a final-decision recommendation.
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5.
The appeals team's decision is final.
Important Deadlines
Appeals must be submitted no later than 30 days after a decision is received. A response letter is issued no later than 7 days after the appeal is received.