Complaints & Incident Management
1. Who can raise a complaint
Anyone: a guest who experienced a real safety problem at an ASF-verified property, a facility that believes an assessor behaved unprofessionally, a competing facility raising a genuine concern, or a member of the public. A complaint does not require a formal relationship with ASF to be heard.
2. Three distinct categories
| Category | Example | Where it goes |
|---|---|---|
| Facility complaint | A guest found a verified property unsafe in a specific, documented way | Triggers a real review of that facility’s status |
| Assessor conduct | An assessor behaved unprofessionally, or a facility suspects bias | Reviewed under this policy and TOUR-POL-01 |
| Decision dispute | A facility disagrees with a specific assessment finding | Routed to TOUR-POL-05 Appeals instead |
3. How to raise one
Email info@accreditation.ge with “ASF Tourism Complaint” in the subject line. No specific form is required — a clear account of what happened, when, and at which facility is enough to open a review.
4. What ASF commits to
- Acknowledgement of receipt within 5 working days
- A genuine review, not a formality — a serious facility complaint can trigger an unscheduled re-assessment
- A written response with the outcome, or a clear explanation of further steps, within 30 working days of acknowledgement
- No retaliation against anyone who raises a complaint in good faith
5. A genuinely serious safety finding
If a complaint describes an immediate, serious safety risk (not a minor or disputed point), ASF reserves the right to suspend a facility’s verified status pending review, rather than waiting for the full 30-day process to conclude. This is a protective measure, not a punitive one — status is restored immediately if the review doesn’t substantiate the concern.
6. Honest current limitation
As no facility has yet been formally accredited under ASF Tourism, this policy describes the process that will govern real complaints once accreditation begins — not a system that has yet been tested against a real case. It is published now, before that happens, deliberately.