Complaints and Appeals
Complaint Handling Mechanism
1. PURPOSE
To put in place a system for handling of complaints for PrCB.
2. SCOPE
Covers all complaints related to Yoga Certification services provided by PrCBauthenticated entity Visvesvaraya Foundation.
3. RESPONSIBILITY
Chief of Certification, Visvesvaraya Foundation is responsible for the implementation of the procedure.
4. PROCEDURE
4.1 The decision resolving the complaints shall be made by or reviewed and approved by persons not involved in the certification activities related to the Complaints.
4.2 To avoid conflict of interest personal including in the administration who has provided training to the candidate or been employed by the candidates organisation shall not be used by Visvesvaraya Foundation to review or approve the resolution of the complaint for that candidate within two years following the end of the training. All the entities are treated fairly and equitably.
4.3 Upon receipt of the complaints, Visvesvaraya Foundation shall confirm whether the complaint relates to certification activities for which it is responsible and if so shall address it as per the process documented below. In case the complaint is not related to the Visvesvaraya Foundation certification activities, the same will be informed to the complainant.
4.4 The complaint is acknowledged to the complainant and in case if complaint is related to the Visvesvaraya Foundationactivities, the progress reports shall be treated from time to time as per the process documented below.
4.5 Visvesvaraya Foundation is responsible for gathering and verifying all necessary information related to the complaint and the progress of the complaint up to the decision
4.6 Visvesvaraya Foundation shall give formal notice of the outcome and end of the complaint process to the complainant and shall take subsequent action as may be needed to resolve the complaint.
4.7 All complaints to be resolved within ‘3 ‘months from the date of initiation.
Complaints Handling Policy
Dealing with Complaints Handing process in a positive and constructive manner will help to keep our Candidates satisfy and remain positive.
Managing Candidatescomplaints and resolving them quickly will result in improved PrCB programme processes and repeat processes.
It should include reassuring Candidates that we value their feedback and we are committed to resolving their issues in a fair, timely and efficient manner.
It should also:
- explain how students can make a formal complaint
- identify the steps will take in discussing, addressing and resolving complaints
- indicate some of the solutions offer to resolve complaints
- inform Candidates about commitment to continuous improvement
Appeal
1.0 PURPOSE:
To ensure that Appeals are handled effectively and in accordance with the requirement of International Standard.
2.0 SCOPE:
To handle Appeals against the decision of the Admin I/c Visvesvaraya Foundation PrCB to the Board through CEO.
3.0 PROCEDURE:
3.1 GENERAL:
a) This procedure will be made publically available on Visvesvaraya FoundationPrCB website.
b) The appeal must be filed in writing within thirty days of receipt of the decision by the complainant. The appeal has to be substantiated by reasons and/ or documents as necessary.
c) Upon receipt of Appeals, Visvesvaraya Foundation will validate whether the complaint relates to Yoga Certification Scheme for which it is responsible and, if the Appeal is found genuine, it will be registered and acknowledged within 2 days.
d) The CEO will inform about the appeal to the chairman of the Board along with recommendations regarding cognizance of the appeal. If the appeal is to be dismissed the CEO will inform the complainant accordingly. Otherwise, the CEO shall form the appeal committee to handle the case. CEO shall provide all support to the appeals committee in the investigation of the case.
e) CEO will also inform the complainant about the case being taken by the appeal committee.
f) If required the Appeals Committee may ask the appellant to present the facts in person. The appeals will also consider any request by the appellant regarding the presentation of fact in person. The appeals committee decision will be final in this
g) The appeals Committee may also ask any of the employees/impaneled person to help in discharging the appeal based on facts.
3.2 DECISION
a) After necessary investigation the appeals committee will prepare a report including the recommendations pertaining to the Appeal. The Chairman of the Board will be informed about the recommendations.
b) The CEO will implement the recommended actions.
c) The decision of the appeals committee will be final.d) It is ensured that results are non-discriminatory in nature while investigation and decision on Appeals are made.
3.2 CLOSER OF APPEALS
a) Corrective actions are taken in case required.
b) The appellant is informed about the proposed action/s and asked for comments and feedback.
c) Appeal logbook is updated for action taken and appeal is closed.
4. DOCUMENTATION
4.1 Appeal Log Book/ Notice