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 |