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QMD Services is committed to handling complaints and appeals in a fair, impartial, timely, and confidential manner.
Complaints
A complaint is an expression of dissatisfaction regarding the activities or services of QMD Services for which a response is expected. Complaints must be submitted in writing e.g. through the form below. Upon receipt, the complaint is recorded and acknowledged within two working days. QMD Services will review the information provided, assess the matter objectively, and conduct an investigation where necessary. Appropriate actions will be taken based on the outcome of the investigation. Complainants will be informed about the progress and outcome of the complaint handling process. All complaints are treated confidentially and without discrimination against the party raising the complaint.
Appeals
An appeal is a formal request to review and reconsider a decision made by QMD Services. Appeals must be submitted in writing, e.g. through the form below. Upon receipt, the appeal is acknowledged within five working days. The appeal is further reviewed to confirm that it falls within the scope of the appeals process. Valid appeals are evaluated by an appeals panel, composed by employed personnel who were not involved in the original decision and who are free from conflicts of interest. The appeal review includes an assessment of all relevant information and evidence. Following completion of the review, the appellant will be informed of the decision and the reasons for it. The investigation should be completed within 30 calendar days from the date the complaint is assigned to the responsible appeals panel.
Confidentiality and Impartiality
QMD Services ensures that complaints and appeals are handled by competent personnel in a manner that safeguards confidentiality, impartiality, and objectivity throughout the process. Individuals involved in the original subject matter will not participate in the decision-making process where this could create a conflict of interest.