A written route must cover how complaints and appeals are received, assessed and decided, with a log of each case, its status and the action taken. The body first decides whether the case concerns certification work it owns, and if it does, it handles it. A formal complaint or appeal must be acknowledged. It must collect and check what it needs to decide. The outcome must be decided, or reviewed and approved, by people who had no part in the certification work concerned. To avoid a conflict, anyone who advised the client, or worked for it, cannot review or approve the outcome for that client within two years after the advice or job ended. The body must formally tell the complainant and the appellant how the case ended, and take any further action needed.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.