Competence, independence and confidentiality
Reviewers are selected for relevant field, level, language and experience. Interests are disclosed before an assignment and when circumstances change. A person who substantially prepared, advised on or translated the submitted work does not independently evaluate that same contribution.
The applicant may raise a specific conflict concern. Technical review, accreditation decisions and appeal handling follow their respective responsibilities. Access to materials is limited to authorised roles and confidentiality arrangements.
A complaint or an appeal
A complaint concerns service, procedure, conduct or information handling. An appeal asks for review of a delivered accreditation decision. Factual corrections and ordinary revision responses may be handled within the ongoing review.
Send the matter to [email protected] with contact details, the project or decision reference, relevant facts, grounds, the action requested and supporting evidence. A separate prescribed form is not required. Verifiable anonymous concerns may be examined where possible.
Time limits and receipt
An appeal is submitted within 10 working days starting on the next working day after receipt of the decision. The notice should state the actual deadline. A justified extension request is considered by an independent intake role and answered in writing. Complaints should be raised promptly so that relevant evidence can be retained.
Receipt acknowledgement targets two working days. After the information is readable and sufficient for initial consideration, the scope and any necessary additions are normally identified within five working days.
Independent consideration and written outcome
Handling is appropriately independent of the original review, decision or conduct complained of. Relevant parties can explain material facts. The review considers the applicable rules, evidence, document versions, process and remedy requested. New technical work is assigned to suitable independent experts where needed.
The handling target is 20 working days from the next working day after acceptance and receipt of necessary information. One written extension of up to 10 working days may be made with reasons and a new completion date. Necessary external waiting periods are explained with the condition for resumption.
The written outcome explains facts, reasons and action, which may include maintaining the decision, correcting a factual or procedural error, further verification, new technical review or a new decision. Records and recurring issues inform improvement.
Working-day convention
Working days are Monday to Friday, excluding applicable Kuala Lumpur public holidays unless a project confirms another calendar. A deadline starts on the next working day after its recorded trigger and uses UTC+08:00. Other applicable rights remain unaffected.