【Carbon Consulting and Verification Services】Complaints, Disputes and Appeals Procedure for ISO 14064 Verification Services

1. Objective

To ensure the fairness and effectiveness of handling appeals, complaints, and disputes, safeguard the legitimate rights and interests of all parties involved in verification work, and protect the reputation of Lianhe Green, we have established the methods and procedures for handling appeals, complaints, and disputes in accordance with relevant laws, regulations, and accreditation rules.

2. Scope

This procedure applies to appeals filed by organizations applying for or having undergone verification against Lianhe Green, as well as complaints and disputes raised by any organization or individual against Lianhe Green.

3. Principles for Handling Appeals, Complaints, and Disputes

·       Lianhe Green addresses appeals, complaints, and disputes based on facts and in compliance with relevant Hong Kong laws, regulations, and normative documents.

·       Personnel handling appeals, complaints, and disputes are responsible for maintaining the confidentiality of any non-public information obtained during the process.

·       All personnel involved in handling appeals, complaints, and disputes must remain objective and impartial.

·       Any personnel with a direct conflict of interest in the appeal, complaint, or dispute case must recuse themselves from the handling process.

4. Complaint and Dispute Resolution Procedures

·       Details of complaints, disputes, and appeals shall be submitted in writing via mail or email to info@lianhegreen.com.

·       A designated staff member (who is not involved in the subject of the complaint) will investigate and verify the complaint, gather all relevant information, and conduct on-site inspections if necessary to obtain evidence.

·       The complainant/disputing party will be informed of the measures taken or the progress of the independent investigation within 30 working days.

·       The effectiveness of the measures taken will be evaluated in accordance with Lianhe Green’s regulations. Lianhe Green will complete the investigation within 60 days and notify the complainant of the outcome in writing.

·       Before disclosing any related information externally, written consent from the complainant/disputing party will be obtained.

5. Appeal Handling Procedures

·       If an appellant disagrees with the assessment results related to Lianhe Green’s verification system, they may file an appeal. The Audit Department requires the appellant to submit a written appeal within 10 working days after the assessment is completed.

·       Along with the written appeal, the appellant must submit a deposit of HKD 1,000 to cover any potential costs related to the appeal.

·       Upon receiving the appeal letter and deposit, the Audit Team shall form an Appeal Working Group, consisting of members who were not involved in the original audit or verification decision related to the appeal.

o   With the appellant’s approval, the working group will arrange a dialogue within 10 working days to further understand the appeal or provide necessary clarifications.

o   If the appellant considers the issue resolved and agrees to withdraw the appeal, the case will be closed.

·       If the appellant insists on proceeding, the Appeal Working Group has the authority to investigate the facts by:

o   Holding meetings,

o   Hearing testimonies from both parties,

o   Conducting on-site inspections,

o   Consulting experts, etc.

·       From the formal submission of the appeal until the final ruling, the appellant has the right to present their case in person before the working group.

·       The working group shall make a fair and well-founded decision within 60 days.

·       Reasonable costs incurred during the appeal process shall be shared by both parties based on their respective responsibilities in the matter.

Lianhe Green Development Co., Ltd. sincerely welcomes oversight from verified organizations and the broader community.