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Appeals and Grievance Policy

CIBA > Appeals and Grievance Policy

Appeals and Grievance Policy

Effective Date: August 1, 2025

Approved by: CIBA Governing Council

Introduction

CIBA is committed to promoting fairness, transparency, and accountability in all its operations. This Appeals and Grievance Policy provides a structured and impartial process through which members, students, or stakeholders may raise concerns or appeal decisions relating to membership, certification, assessments, CPD, disciplinary action, or administrative matters.

Scope

 Scope

This policy applies to all individuals and organizations who:

    • Are enrolled in or affiliated with any CIBA programme or activity.
    • Have applied for or hold membership or certification status.
    • Are subject to a decision or administrative action taken by CIBA or its authorized representatives.

Types of Issues Covered

The following are examples of matters that may be raised through this policy:

    • Rejection of membership or upgrade application.
    • Denial of exemption or examination registration.
    • Results appeal or academic assessment issues.
    • Disciplinary or ethical sanctions.
    • Disputes over CPD compliance or status.
    • Administrative or procedural complaints.

Appeals and Grievance Committee Composition

The Appeals and Grievance Committee shall be composed of at least three (3) independent members appointed by the Governing Board. Committee members must not have been involved in the original decision or complaint under review.

 Appeals Procedure

Step 1: Informal Resolution ─ Where possible, concerns should be raised informally with the relevant office or officer of CIBA to seek a prompt resolution.

Step 2: Formal Appeal Submission ─ If unresolved, the complainant may submit a written appeal to the Appeals and Grievance Committee via email at appeals@cibagh.org within 15 working days of the decision or incident. The submission must include:

      • Full name and contact details.
      • A clear description of the issue.
      • Supporting documents or evidence.
      • Desired outcome or resolution.

Step 3: Acknowledgment and Review ─ CIBA shall acknowledge receipt of the appeal within 5 working days. The Appeals Committee will review the submission and may request additional information.

Step 4: Decision and Notification ─ A formal response with the Committee’s decision will be issued within 20 working days of the complete submission. The decision is final and binding.

Grievance Procedure

Step 1: Submission of Complaint ─ Grievances relating to general conduct, unfair treatment, staff behaviour, or service delivery should be submitted in writing to complaints@cibagh.org.

Step 2: Investigation ─ The matter will be reviewed by the designated officer or committee, who may consult both parties involved.

Step 3: Outcome and Resolution ─ CIBA shall communicate a resolution or response within 15 working days. Complex matters may take longer, in which case the complainant will be informed.

 Confidentiality, Record keeping and Protection

All appeals and grievances will be handled with confidentiality and in accordance with data protection regulations. CIBA shall securely retain all appeal and grievance records, along with their resolutions, for a minimum of three (3) years.

Complainants will not suffer any disadvantage or retaliation as a result of raising a concern in good faith. Complaints or appeals found to be malicious, vexatious, or submitted in bad faith may be dismissed and could lead to disciplinary action. All appeals and grievances will be handled with confidentiality and in accordance with data protection regulations.

Review and Amendments

This policy is subject to review every two years or as may be determined necessary by the Governing Board.