• Complaints and Appeals Procedures

    Within the Regional Certification Scheme there are three types of complaints and appeals:

       ⦁ Those from the applicants/candidates who has been unsuccessful either in their initial application or their examination,
       ⦁ Those against the Regional Certified off-grid Solar PV Technicians by the RCB; the general public (e.g. owner of a system supplied and installed by the certified technician); government entity or department; or other Regional Certified off-grid Solar PV Technicians.
       ⦁ Those against the Examination Institute

  • Procedure when Applicant appeals Ineligibility Assessment after the initial application

    All appeals shall be made in writing [within 1 week of the decision date] and addressed to the RCB. The appeals shall be made up of:

       ⦁ the reason provided to the applicant why he/she was deemed ineligible; and
       ⦁ detailed explanation with relevant supporting documentation on why the applicant believes the assessment is incorrect.

    The RCB shall review the appeal within [two weeks] and can either uphold the original decision, overturn it or refer the final decision to the TC’s Complaints Sub-committee.

    The RCB shall notify the applicant in writing about the outcome of the review. If the decision is in favour of the applicant, then he/she will be eligible to attend the next regional examination being conducted at the Examination Institution where the originally application was received.

    If the decision is not in favour of the applicant, the decision of the RCB is the final outcome with no more avenues for appeal.

  • Procedure when Candidate appeals Examination Result

    All appeals shall be made in writing [within 1 week of the decision date] and addressed to the RCB. The appeals shall be made up of:

       ⦁ the result the candidate obtained in the examination; and
       ⦁ a detailed explanation with relevant supporting documentation on why the candidate believes the examination result received is incorrect.

    The RCB shall review the appeal including a review of the candidate’s examination script and original marking within [two weeks] and can either uphold the original result, arrange for remarking of the written examination or refer the final decision to the Complaints Sub-Committee.

    The RCB notifies the candidate in writing about the outcome of the review. If the decision is in favour of the candidate, then he/she will be eligible to obtain their regional certification as per the procedures detailed in clause 5.6.

    If the Candidate is still not satisfied with the final outcome, an appeal can be submitted in writing to the RCB’s Director detailing exactly why he/she disagrees with the decision.

    The RCB’s Director reviews the appeal within [two weeks] and the decision of the RCB’s Director is the final outcome with no more avenues for appeal.

  • Procedure with Complaint against the Examination Institution

    The complaint must be submitted in writing to the RCB specifying:

       ⦁ the exact nature of the complaint;
       ⦁ the name of the Examination Institute;
       ⦁ the full name and contact details of the person making the complaint.

    Upon receiving the complaint, the RCB shall notify the Complainant in writing that the complaint has been received. If further information is required, this should be in the notification, but a courtesy phone call could also be made explaining why this information is needed.

    The RCB shall investigate the complaint within [two weeks] and determine if the complaint is justified or no further action is required.

    If no further action is to be taken, then the RCB shall write to the Complainant stating that the complaint is being investigated and he/she will be notified about the outcome of the investigation.

    If the complaint is justified, the RCB shall write to the Examination Institution of the technician specifying:

       ⦁ the exact nature of the complaint; and
       ⦁ that the Examination Institute has [two weeks] to respond to the complaint in writing.

    If the certified technician fails to respond, the RCB shall attempt to contact him/her through the Examination Institution by phone or electronically to determine why there has not been a response.

    If, after contact has been made with the certified technicians and the Examination Institution still fails to respond within [two weeks] of being contacted/notified, then the RCB can recommend to RCB‘s Director that the Examination Institution is in breach of the agreement and should be removed from the list of RCS Examination Institutes.

    If the Examination Institution does respond, then the RCB shall review the response within [two weeks]. If necessary, the review can include contacting the Examination directly in writing to clarify any issues.

    The RCB shall take a decision based on the review. The decision could be to:

       ⦁ Continue the investigation because further information is required;
       ⦁ Dismiss the complaint against the Examination Institution; or
       ⦁ Uphold the original complaint and provide recommendations to the RCB on what action is to be taken which could include recommending to RCB’s Director that Examination Institute is in breach of the agreement and is removed from the list of RCS Examination Institutes

    The RCB makes the final decision and then notifies the Examination Institute in writing about the outcome of the investigation.

    If the final decision is that the complaint is upheld, the Examination Institute can appeal to the RCB’s Director.

  • Procedure with Complaint against Certified off-grid Solar PV Technician by RCB

    If the RCB has any complaint with a Certified off-grid Solar PV Technician they shall write to the Technical Committee:

       ⦁ specifying the exact nature of the complaint; and
       ⦁ requesting that a Complaints Sub-Committee is formed to investigate.

    Then the Complaints Sub-Committee shall appoint one member to review the complaint within [two weeks] and report their findings back to Complaints Sub-Committee.

    The Complaints Sub-Committee determines whether to continue to investigate the complaint or inform the RCB in writing why its members do not think the complaint warrants further investigation.

    When the Complaints Sub-Committee continues the investigation the RCB shall write to the certified technician specifying:
       ⦁ the exact nature of the complaint; and
       ⦁ that the Certified Technician has [two weeks] to respond to the complaint in writing.

    If the certified technician fails to respond, the RCB shall attempt to contact the certified technician by phone and/or electronically to determine why there has not been a response.

    If, after contact has been made with the certified technician and the Certified technician still fails to respond within [two weeks] of being contacted/notified then the RCB can recommend to the Complaints Sub-Committee that Certification is either removed or suspended. The final recommendation shall be provided by the Complaints Sub-Committee and the RCB makes the final decision.

    If the certified technician does respond, then the original investigator appointed by the Complaints Sub-Committee shall review the response within [two weeks] and report the findings back to the Complaints Sub-Committee. If necessary, the review can include contacting the certified technician directly in writing to clarify any issues.

    The Complaints Sub-Committee makes a decision based on the report of the investigator. The decision could be to:

       ⦁ Continue the investigation because further information is required;
       ⦁ Dismiss the complaint against the certified technician; or
       ⦁ Uphold the original complaint and provide recommendations to the RCB on what action is to be taken which could include withdrawing of the Certification as detailed in Clause 5.8.

    The RCB makes the final decision and then notifies the certified technician in writing about the outcome of the investigation.

    If the final decision is that the complaint is upheld, the certified technician can appeal to the RCB’s Director.

  • Procedure with Complaint against Certified off-grid Solar PV Technician by anyone except another Certified Technician or the RCB

    The complaint must be submitted in writing to the RCB specifying:

       ⦁ the exact nature of the complaint and if with respect to a system installation the details of the system, location and date of installation;
       ⦁ the name of the certified technician;
       ⦁ the full name and contact details of the person making the complaint; and
       ⦁ what, if anything, has been undertaken to resolve the complaint with the certified technician.

    Upon receiving the complaint, the RCB shall notify the Complainant in writing that the complaint has been received. If further information is required, this should be in the notification, but a courtesy phone call could also be made explaining why this information is needed.

    The RCB shall investigate the complaint within [two weeks] and determine if the complaint is justified or no further action is required.

    If no further action is to be taken, then the RCB shall write to the Complainant stating the complaint has been investigated and notify him/her about the outcome of the investigation.

    If the complaint is justified, the RCB shall write to the certified technician specifying:

       ⦁ the exact nature of the complaint; and
       ⦁ that the certified technician has [two weeks] to respond to the complaint in writing.

    If the certified technician fails to respond, the RCB shall attempt to contact the certified technician by phone or electronically to determine why there has not been a response.

    If, after contact has been made with the certified technician and the certified technician still fails to respond within [two weeks] of being contacted/notified, then the RCB can recommend to the Complaints Sub-Committee that Certification is either removed or suspended. A recommendation shall be provided by the Complaints Sub-Committee and the RCB makes the final decision.

    If the certified technician does respond, then the RCB shall review the response within [two weeks]. If necessary, the review can include contacting the certified technician directly in writing to clarify any issues.

    The RCB will makes a decision based on the review. The decision could be to:

       ⦁ Continue the investigation because further information is required;
       ⦁ Dismiss the complaint against the certified technician; or
       ⦁ Uphold the original complaint and provide a report to the Complaints Sub-Committee that includes recommendations what action could be taken which might include withdrawing of the Certification as detailed in Clause 5.8.

    The Complaints Sub-Committee reviews the report within [two weeks] and provides the RCB with the Complaints Sub-Committee’s recommendations.

    The RCB makes the final decision and then notifies the certified technician and the Complainant in writing about the outcome of the investigation.

  • Procedure with complaint against Certified off-grid Solar PV Technician by another Certified Technician

    If a certified technician wants to complain about the installation of a system that has been installed by another certified technician or the business practices of another certified technician, the complaint must be submitted in writing to the RCB specifying:

       ⦁ the exact nature of the complaint and if with respect to a system installation the details of the system, location, owners of the system and contact details and date of installation;
       ⦁ the name of the certified technician;
       ⦁ the full name and contact details of the person making the complaint.

    Upon receiving the complaint, the RCB shall try to ascertain within [two weeks] that the complaint is justified, that it is not just a case of a competitor making comments about the other individual for their own commercial gain.

    If the complaint is not correct and it was not justified then a letter should be sent to the certified technician informing him/her that a complainant stated that he/she was in breach of the code of conduct and that he/she must explain why he/she should not have his/her Certification withdrawn. The standards complaints process should be followed.

    If the complaint is justified RCB shall write to the certified technician specifying:

       ⦁ the exact nature of the complaint; and
       ⦁ that the certified technician has [two weeks] to respond to the complaint in writing.

    If the certified technician fails to respond, the RCB shall attempt to contact the Certified technician by phone or electronically to determine why there has not been a response.

    If, after contact has been made with the Certified technician and the Certified technician still fails to respond within [two weeks] of being contacted/notified then the RCB can recommend to the complaints sub-committee that his/her Certification is either removed or suspended. A recommendation shall be provided by the Complaints Sub-Committee and the RCB makes the final decision.

    If the certified technician does respond, then the RCB shall review the response within [two weeks]. If necessary, the review can include contacting the certified technician directly in writing to clarify any issues.

    The RCB makes a decision based on the review. The decision could be to:

       ⦁ Continue the investigation because further information is required;
       ⦁ Dismiss the complaint against the certified technician; or
       ⦁ Uphold the original complaint and provide a report to the Complaints Sub-Committee that includes recommendations what action could be taken which might include withdrawing of the Certification as detailed in Clause 5.8

    The Complaints Sub-committee reviews the report within [two weeks] and provides the RCB with the Sub-Committee’s recommendations.

    The RCB makes the final decision and then notifies the certified technician and the complainant in writing about the outcome of the investigation.

  • Procedure for Appealing the Withdrawal of Certification

    If a certified technician has had his/her certification withdrawn he/she can appeal in writing to the RCB’s Director specifying exactly why he/she disagrees with the decision and/or feels that it is unjust.

    The RCB’s Director reviews the appeal within [two weeks] and can either uphold the original decision, overturn the original decision or ask that the complaint is investigated again with a new Complaints Sub-Committee and an investigator who is a member of that Sub-Committee. The new Complaints Sub-Committee shall include no individual involved with the initial investigation.

    If it is a new investigation, the new investigator reviews the complaint within [two weeks] and provides a report to the new Complaints Sub-Committee.

    The new Complaints Sub-Committee provides a report with recommendations to the RCB’s Director.

    The RCB’s Director reviews the appeal within [two weeks] and the decision of the RCB’s Director is the final outcome with no more avenues for appeal.

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