All formal complaints / appeal needs to be submitted in writing either through email / fax / letter.

Appeals shall be received within 45 days from the date of conveying the decision.
Appeal committee (AC) will be responsible for handling all appeals and it shall be ensured that person/s initially involved in the subject of appeal are not involved Formal Complaints are handled by the Certification Manager and if the complaint involves the CM, the subject will be escalated to the CEO.

BCA GL along with its AC shall ensure to maintain confidentiality throughout the process of investigation and reporting.

Appellant or complainant may be invited, if required, to explain the details during the investigation process.

Decision shall be communicated to the Appellant or complainant and feedback is sought. Feedback not received within 15 days shall be considered as acceptable and appeal / complaint as resolved.
The decision on any appeal can be re-appealed once within a maximum period of 15 days from the date of the decision. The decision of the second appeal shall be considered as final and no appeal on the subject shall be taken further.

Submission of Complaint / Appeal shall not result in any discriminatory actions against the appellant or complainant.