Complaints, Queries and Appeals Chart

Complaint or Query Classification

Initial dealings

Next stage

Next stage

Final stage (inc. any independent element)

The reasonableness of the application of BSS requirements or exemption / BSS technical equivalence / RCD

BSS Technical Team

BSS Technical and Quality Manager (supported by BSS Technical Forum (BSSTF)

BSS General Manager

BSS Directors

Claims of technical equivalence of systems or components on CE marked vessels

BSS Technical and Quality Manager supported by the BSS Technical Team

BSS Technical Equivalence Panel 

BSS General Manager

Boat Safety Standards Setting Forum or BSS Directors

Examiner consistency / examination accuracy / fraudulent issue of certificates/conflicts of interests

BSS General Manager

BSS Quality Control Assessor investigation BSS General Manager evidence review.

BSS Directors

Centre for Effective Dispute Resolution CEDR, - Examiner appeals only.

Examiner conduct / customer service (not related to BSS Examination Checking Procedures)

BSS Customer Service Officer

BSS General Manager

BSS Directors

Centre for Effective Dispute Resolution CEDR, - Examiner appeals only. 

BSS Office staff member behaviour/performance/conduct

BSS Customer Service Officer 

BSS General Manager

BSS Directors

Waterways Ombudsman Scheme 

BSS Office administration, processes and outcome

BSS Customer Service Officer

BSS General Manager

BSS Directors

Waterways Ombudsman Scheme

BSS support Forums work and constitution

BSS General Manager

BSS Advisory Forum Chair

BSS Directors