Scope

• Conduct of the conformity assessment team/auditor in the field.
• Delays in administration or certificate issuance.
• Dissatisfaction with customer service responses.
• Reports from external parties regarding TNVID-certified clients suspected of violating standard requirements.

Confidentiality Principle

TNVID guarantees that the identity of the complainant and the contents of the complaint will be kept completely confidential. The handling process is conducted impartially and will not affect the complainant’s certification status (if the complainant is an active client).

Complaints Workflow

• Receipt: Complaints are submitted in writing through the official form on this Integrity Channel page.
• Validation: The Integrity Department verifies the complaint to ensure it is valid and relevant to TNVID’s operational activities.
• Investigation: Valid complaints will be reviewed by independent personnel not involved in the activity being complained about to maintain objectivity.
• Corrective Action: If the complaint is proven to be valid, TNVID will immediately take systemic and operational corrective action.
• Notification: The final results of the investigation and the resolution taken will be officially communicated to the complainant.

Scope

A client’s formal disagreement or objection to the following decisions issued by the TNVID Certification Committee:

• Rejection of the certification application.
• Delay of the certification process.
• Suspension of the certificate.
• Withdrawal of the certificate.

Submission Deadline

Important to Note:

Appeals must be submitted formally and in writing no later than 7 (seven) days from the date the certification decision letter is received by the client. Submissions received after this deadline will not be processed through this channel.

Appeals Workflow

• Registration: The client submits an official appeal form through this Integrity Channel, complete with supporting documents and evidence.
• Committee Formation: The TNVID Board of Directors submits the application to the Impartiality Committee to form an Independent Appeals Panel. Panel members are guaranteed to be free from any influence from the audit process or previous certification decisions on the client.
• Review & Hearing: The Independent Appeals Panel conducts an in-depth review, examining all documents, audit evidence, and technical arguments presented by both parties.
• Final Decision: The Appeals Panel issues a decision. The decision is final and binding internally for TNVID.
• Official Reporting: The outcome and final decision of the appeal will be communicated in writing and officially to the appealing client.

Scope

You can report actions or indications that violate integrity values, such as:

• Corruption, Collusion, and Nepotism.
• Bribery and Gratuities (giving or receiving unauthorized gifts/facilities).
• Fraud or falsification of certification documents/audit reports.
• Violations of the Code of Ethics or conflicts of interest by TNVID personnel/auditors.
• Violations of international accreditation standards and laws.

Whistleblower Protection

TNVID is fully committed to protecting whistleblowers by providing the following guarantees:

• Identity Confidentiality: The name, contact information, and agency of the whistleblower will be kept strictly confidential.
• Anonymity: Whistleblowers are permitted to remain anonymous as long as their reports are supported by clear and compelling initial evidence.
• Protection from Reprisal: Guaranteed protection from all forms of intimidation, discrimination, or negative impacts on the whistleblower’s career/business for reports made in good faith.

Whistleblowing Workflow

• Report Submission: The whistleblower submits a complaint via the WBS form in the Integrity Channel. It is highly recommended to include supporting initial evidence (chronology, documents, photos, or recordings).
• Review & Verification: The Integrity Department conducts an initial analysis within a maximum of 3 (three) days to screen for valid reports (not slander or false complaints).
• Confidential Investigation: A Special Investigation Team (bound by strict confidentiality commitments) will be formed to follow up on the report without causing any disruption in the field.
• Recommendations & Sanctions: If a violation is proven, the investigation report will be submitted to Top Management/the Board of Directors for the imposition of strict sanctions (termination of employment, license revocation, or legal action).
• Recovery Follow-up: TNVID is improving its internal systems to prevent similar violations from recurring in the future.