Right Of Appeal
Right of Appeal and complaint
The client has the right to appeal against any notification given regarding the suspension, reduction in scope or withdrawal of certification by WHC. Notification of a client’s intention to appeal must be made in writing and must be received by WHC within fourteen days of receipt of notification of failure to comply with the certification requirements. The appellant will be informed of the decision regarding their appeal. Should the client have cause to complain regarding the conduct of WHC’s staff, the complaint should be made in writing by completing a WHC complaints form. The Operation Manager will send an acknowledgement to the receipt of complaints. Complaints received by WHC from any interested party regarding the activities of a certificated client shall be referred to that client at an appropriate time. The complaint shall be investigated by the client with a response provided to WHC regarding the validity or otherwise of the compliant, and further actions if any, to be taken by the client. The alleged complaint is logged and evaluated to establish its validity, with any requisite corrective and preventive action instigated where necessary. All complaints will be treated confidential. WHC 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.