Appeals & Complaints
Qelvea Refined Finish Index™
Qelvea Standards is committed to administering the Qelvea Refined Finish Index™ (RFI) fairly, consistently, and transparently.
This page explains how appeals and complaints are handled.
Purpose of This Process
The appeals and complaints process exists to:
- ensure published procedures are followed correctly
- provide a route for procedural concerns to be raised
- support transparency and accountability
- protect the integrity of the standard
It does not exist to renegotiate professional judgement or stylistic preference.
Difference Between an Appeal and a Complaint
Appeals
An appeal relates to a specific accreditation decision and asks whether:
- published assessment procedures were applied correctly
- relevant evidence was considered
- governance processes were followed
Appeals do not reassess aesthetic style, creative preference, or outcome taste.
Complaints
A complaint relates to:
- conduct of the process
- administration of the standard
- licensed use, misuse, or misrepresentation
- behaviour affecting the integrity of the RFI
Complaints may be raised by applicants, licensees, or third parties.
Grounds for Appeal
An appeal may be accepted where the applicant reasonably believes that:
- published procedures were not followed
- relevant submitted evidence was not considered
- a material administrative error occurred
Disagreement with outcome alone is not grounds for appeal.
How to Submit an Appeal
Appeals must:
- be submitted in writing
- clearly state the procedural grounds relied upon
- reference the relevant decision
- be submitted within 14 days of notification
Supporting information should be factual and concise.
Appeal Review Process
Appeals are:
- reviewed independently of the original assessment
- considered against published governance procedures
- assessed for procedural accuracy only
Possible outcomes include:
- confirmation of the original decision
- correction of procedural error
- referral for re-review where appropriate
Appeal decisions are final.
How to Submit a Complaint
Complaints must:
- be submitted in writing
- identify the nature of the concern
- include relevant supporting information
Anonymous complaints may be considered where credible and proportionate.
Complaint Review Process
Complaints are reviewed to determine:
- whether governance procedures were followed
- whether corrective action is required
- whether enforcement measures are appropriate
Outcomes may include:
- no further action
- clarification or guidance
- correction request
- suspension or withdrawal of licensed use
- enforcement action where necessary
Responses are proportionate to the issue raised.
Timeframes
Qelvea Standards aims to:
- acknowledge appeals and complaints promptly
- review matters within a reasonable timeframe
- communicate outcomes clearly
Timeframes may vary depending on complexity.
Limitations
The appeals and complaints process:
- does not guarantee a change of outcome
- does not provide compensation
- does not replace legal remedies
It relates solely to administration of the private professional standard.
Confidentiality
All appeals and complaints are handled confidentially, subject to:
- governance requirements
- legal obligations
- protection of the integrity of the standard
Contact
Appeals and complaints should be submitted via the Contact page, clearly marked “Appeal” or “Complaint”.
The Qelvea Refined Finish Index™
Administered with fairness, clarity, and proportionality.