Bureau Yoga

Complaints & Appeals Process


Complaints & Appeals Process



Policy

It is the policy of Bureau Veritas India to treat all the customer and stake holder complaints and appeals with utmost seriousness as they are the reason for our being in the business of conformity assessment.

Handling Complaints

A ‘Complaint’ is defined as  “A documented grievance or protest or dissatisfaction received against either Bureau Veritas or a Bureau Veritas certified Yoga Professional or Yoga School within the scope of certified Scheme by any one dealing with them.

*Any Yoga Professional or a Yoga School, or any interested party dealing with them wishing to raise a complaint against the services provided by Bureau Veritas or its certified Yoga professional or the Yoga School should, in the first instance, indicate their intention in writing to the concerned representative located in cities / towns in India,  the details of which are available on website. Such a complaint shall be supported by relevant verifiable documentary evidences. If the complaint relates to a certified Yoga Professional or the Yoga School, the complainant shall provide evidence that they had previously attempted to resolve the matter directly with the certified Yoga Professional or the Yoga School and is not satisfied with the actions taken / decision provided by them.

The concerned Bureau Veritas office will provide a written acknowledgement of the complaint received and seek additional information if required in order to analyse the complaint.

*All complaints will be recorded by the receiving Bureau Veritas office. Where required, the representative shall liaise with Competent authority at Bureau Veritas and or the Yoga professional or the Yoga School in order to try solving the complaint.

*The competent authority will ensure that during the process of investigation of complaint, the persons involved in the investigation shall be independent of those involved in the subject of the complaint. The Bureau Veritas representative shall also update the complainant of the progress and outcome.

 *The final outcome of the complaint handling process will be communicated to the complainant. The Competent authority shall ensure that that the investigation and decisions shall not result in any discriminatory actions against the Complainant.

*The Competent authority, together with the Yoga School or Yoga professional (as the case may be) and the complainant, shall determine whether and to what extent, the subject of the complaint and its resolution shall be made public. The complaint handling process shall be subject to the provisions of confidentiality as per the agreement with the certified Yoga Professional or the Yoga School.

The actions undertaken in response to the complaints shall be documented by Bureau Veritas and this will be formally notified to the complainant.

Handling Appeals

An Appeal is defined as a “Plea against a Pass/Fail or certification decision made by Bureau Veritas on a Yoga professional or Yoga School respectively or a decision made by Bureau Veritas on the validity of a complaint against either Bureau Veritas or a Yoga Professional or a Yoga School certified by Bureau Veritas.

Upon receipt of an appeal by a Yoga Professional or Yoga School contracted with Bureau Veritas, concerned Bureau Veritas office will provide a written acknowledgement of the appeal received and seek additional information if required in order to review the appeal.

*The Competent authority, shall determine if he/she was involved in the original process:·

*The Competent authority shall follow up the appeal with Certification Committee of Bureau Veritas for a decision. It should be noted that this decision is absolute and final. The Competent authority shall determine any necessary corrections and corrective actions.

*The actions undertaken in response to the appeals shall be documented by Bureau Veritas and This will be formally notified to the appellant