SayPro Human Capital Appeal Management Policies, Procedures, Processes, Templates, Documents and Forms SayProP028

Document Code: SayProP028
Approved by: Neftaly Malatjie, Chief Executive Officer
Last Reviewed: 28 May 2025
Next Review Date: 28 November 2025

1. Purpose

The purpose of this policy is to provide a formal, fair, and efficient mechanism for handling appeals lodged by SayPro Human Capital (learners, trainees, staff, or clients) related to assessments, disciplinary actions, service decisions, or administrative procedures.

2. Scope

This policy applies to:

• SayPro learners, students, interns, staff, and partners
• Appeals related to assessment results, disciplinary actions, program decisions, refund rejections, and access restrictions
• All SayPro operational units, programs, and departments

3. Definitions

• Appeal: A formal request for a review or reconsideration of a decision or outcome
• Appellant: The person or entity submitting the appeal
• Appeal Panel: A group designated to hear, evaluate, and decide on appeals
• Officer: SayPro staff responsible for day-to-day operational support

4. Principles

• Right to Fair Process: Everyone has the right to appeal decisions affecting them
• Impartiality: Appeals will be reviewed by individuals not involved in the original decision
• Timeliness: Appeals must be addressed within defined timelines
• Confidentiality: All appeals are treated with discretion and sensitivity

5. Roles and Responsibilities

5.1 SayPro Chief Human Capital Officer (CHCO)

• Oversees the appeal management framework
• Final approver for escalated or unresolved appeals

5.2 SayPro Royal Directors

• Ensure appeals are logged and addressed within their departments
• Coordinate response documentation and participate in hearings

5.3 SayPro Officers

• Assist appellants with appeal submission
• Ensure documentation is accurate and complete

5.4 Appeal Panel

• Comprises 3 members (1 Royal Director, 1 Officer, and 1 independent reviewer)
• Reviews evidence, conducts hearings (if required), and provides written outcomes

6. Appealable Decisions

Appeals may be lodged for the following types of decisions:

• Assessment or exam result disputes
• Disciplinary findings or sanctions
• Termination of service or training participation
• Denial of refund or financial support
• Access to learning platforms or resources

7. Appeals Process

Step 1: Submission

• Appellant completes the Appeal Submission Form (SayProF028-01)
• Submit form within 10 working days of the original decision
• Attach relevant documentation (letters, results, emails, etc.)

Step 2: Acknowledgment

• Appeal is acknowledged in writing within 3 working days
• Officer records appeal in the SayPro Appeal Register (SayProF028-04)

Step 3: Preliminary Review

• Officer conducts initial eligibility check
• Valid appeals are forwarded to the appropriate Royal Director

Step 4: Panel Review

• Appeal Panel is convened within 5 working days
• Panel reviews evidence and may invite the appellant for a hearing

Step 5: Decision & Notification

• Panel issues a decision in writing within 7 working days
• Outcome sent to appellant with rationale and next steps (if applicable)

Step 6: Escalation (if necessary)

• Appellant may escalate unresolved appeals to the CHCO for final review

8. Supporting Documents and Templates

• Appeal Submission Form (SayProF028-01)
• Appeal Review Checklist (SayProF028-02)
• Appeal Decision Template (SayProF028-03)
• Appeal Register (SayProF028-04)
• Appeal Hearing Minutes Template (SayProF028-05)
• Final Appeal Outcome Notification (SayProF028-06)

9. Timelines

• Appeal must be submitted within: 10 working days of decision
• Appeal panel convened within: 5 working days
• Final decision provided within: 7 working days after hearing

10. Monitoring and Recordkeeping

• All appeal documents are stored securely for 5 years
• Quarterly appeal reports submitted to the CHCO and Executive Team
• Annual review conducted to assess fairness and efficiency

11. Frequently Asked Questions (FAQs)

Q1: Can I appeal if I disagree with a test result?
A: Yes. Submit a written appeal with supporting documents within 10 working days.

Q2: Who sits on the Appeal Panel?
A: A Royal Director, an Officer from a different department, and an independent reviewer.

Q3: Will appealing affect my status or grades?
A: No. Appealing is a right and will not negatively affect your standing.

Q4: What happens if my appeal is rejected?
A: You will receive a written explanation. You may escalate to the CHCO if you believe the process was unfair.

Q5: Can I be assisted in completing my appeal form?
A: Yes. SayPro Officers are available to support you in submitting a valid appeal.

Approved by:
Neftaly Malatjie
Chief Executive Officer