Earlier policy library. This page belongs to an earlier library of ASF policies. The current, approved governance set is the ASF Standards Package 2026 (GOV, OPS, QMS and EV documents). Where this page and the 2026 package differ, the 2026 package applies.
ASF Governance & Policy Manual · ASF-POL-21
Feedback, Complaints and Incident Management
Part of the ASF Governance & Policy Manual. Adapted from the PHIG Institutional Policy Manual (consolidated edition, September 2026), scoped to ASF’s structure and accreditation-specific context.
Anyone affected by ASF’s work — a facility, a patient, a Coordinator, a Monitor, a member of the public — can give feedback or complain, free of charge and without fear of consequence, and receives an answer. Owner: ASF Secretariat, reporting to the International Standards Council. This policy covers complaints about ASF’s conduct and incidents; it is distinct from the standards Appeals process (Section 06 of Standards Development), which covers disagreement with a standards decision itself.
Channels
- Email info@accreditation.ge (subject “Feedback” or “Complaint”)
- In person to any Coordinator, Monitor, or Secretariat member, who passes it on the same day
Handling standards
| Acknowledge receipt | 3 working days |
| Resolve standard feedback or complaints | 15 working days |
| Sensitive complaints (fraud, misconduct, false verification) | Referred at once, confidentially, to the Secretariat; consequences for Coordinators/Monitors follow ASF-MON-STD-v1 Standard F2 |
| Appeal of a complaint outcome | To the Secretariat, then the Council Chair |
Incident categories and leads
Every ethics or security incident is logged within 24 hours, assessed within 3 working days, and closed with a written outcome.
| Category | Examples |
| Assessment integrity | False Monitor verification, Coordinator/Monitor dual-role breach, undisclosed conflict of interest |
| Financial | Fraud, bribery, fee irregularity |
| Data | Facility data breach, loss of devices, unauthorised access to assessment records |
| Misconduct | Discrimination, harassment, breach of the Code of Conduct |