Feedback, complaints & appeals
Good institutions permit challenge.
Complaint and appeal handling must be fair, documented and separate from commercial negotiation.
Proposed process
QUAA intends to distinguish requests for factual corrections, service complaints and appeals against an authorized review outcome. Each must receive defined eligibility, acknowledgment, escalation and resolution rules.
Principles
- A complaint should be possible without retaliation or extra purchase requirements.
- Reviewers or decision-makers materially involved in the challenged matter should not determine the appeal.
- Evidence, reasons and resolution dates should be retained with privacy safeguards.
- Changes to a public report should produce a visible amended publication history.
Current status
No operational appeals process for completed QUAA review decisions is yet active because no such decisions have been issued. Contact and case-management infrastructure requires authorized setup.