Appeals & Complaints

 Here are the key points regarding the appeals and complaints process:

Notification in Writing

Clients who wish to appeal a certification decision or make a complaint must formally notify the NHA office in writing. The notification should provide as much information as possible, including details of the original certification decision and the reasons for the appeal or complaint.

Detailed Policy

NHA has a well-defined policy outlining its appeals and complaints process. This policy ensures that all complaints are thoroughly investigated and recorded to facilitate effective resolution and maintain transparency.

Investigation by General Manager

 NHA staff will forward the appeal or complaint to the General Manager for investigation. The General Manager will conduct a thorough investigation and gather all relevant information.

Outcome Notification

Once the investigation is complete, NHA will inform the original party about the outcome of the appeal or complaint. This ensures that the parties involved are kept informed of the resolution.

Communication with Certified Clients

If the complaint pertains to a certified client, NHA will communicate the complaint to the client after conducting the investigation.

Internal Record-Keeping

NHA maintains internal records of all appeals and complaints, whether they require further investigation or not. These records include copies of notifications, investigations, and decisions for evidence and audit purposes.

Review by Committee

Complaints and appeals are reviewed by the Appeals & Complaints Committee, ensuring a fair and impartial evaluation of the issues raised.

NHA’s comprehensive appeals and complaints process demonstrates a commitment to addressing client concerns and ensuring transparency and accountability throughout the certification process.

Clients can reach out to NHA for further clarification or assistance with the appeals and complaints process.