Complaints & Appeals Procedure
How to complain about the Registry's service or handling of personal data, and how to appeal a decision to decline an application, set a tier, or suspend or revoke a code.
1. Complaints
1.1 How to complain
Email complaints@eurabeltfuels.com with your name, organisation, any reference (application, VIC, ATV or verification reference) and what went wrong. Data protection complaints can also be sent to privacy@eurabeltfuels.com.
1.2 Our commitments
| Stage | Time limit |
|---|---|
| Acknowledgement | Within 5 business days |
| Investigation and written response | Within 30 days. If we need longer, we will explain why and give a date. |
| Review by a senior officer not previously involved, if you remain dissatisfied | Within 30 days of your request |
1.3 Data protection complaints
We handle data protection complaints under this procedure. That does not affect your right to complain to the ICO, the Office of the Privacy Commissioner of Canada, the Information Regulator of South Africa or any other competent supervisory authority at any time (see the Privacy Notice).
2. Appeals against Registry decisions
2.1 What can be appealed
- A decision to decline an application
- The tier, Reserve List designation, verification status or compliance clearance assigned
- Suspension or revocation of a code
Decisions made to comply with sanctions law, or where the law prohibits us from giving reasons, can be reviewed only to the extent the law allows.
2.2 How to appeal
Write to compliance@eurabeltfuels.com within 30 days of the decision, marked "Appeal". Quote the application reference or VIC, explain why the decision should change, and attach any new evidence.
2.3 How appeals are decided
- The appeal is assigned to a compliance officer who took no part in the original decision.
- The officer may request further information and will re-apply the Verification Standard to all the evidence.
- A written decision is issued within 30 days of receiving all the information requested.
- If the appeal succeeds, the application is re-opened or the code is re-issued or reinstated.
A suspended code stays suspended while an appeal is considered, unless the Registry decides otherwise.
2.4 Final review
If you are dissatisfied with the appeal decision, you may ask for a final review by the board's oversight function, whose decision concludes the Registry's internal process. This does not affect any legal rights you have.
3. Learning from complaints
Complaint and appeal outcomes are reported to the board each quarter and are used to improve the Registry's standards and service.