Institutional casesCase status
Reports of suspicious documents, complaints and appeals are handled as institutional processes, with defined statuses and traceable resolution.
The statuses of a case
- Received
The case comes in and is recorded with an identifier.
- Being classified
The type of case and the area that handles it are determined.
- Additional information required
If needed, evidence or details are requested from the sender.
- Under review
The case is analyzed under the applicable procedure.
- Technical escalation
Where applicable, the certification technical area steps in.
- Compliance escalation
Where applicable, the impartiality and compliance area steps in.
- Response sent
The resolution or the next step is communicated to the sender.
- Closed
The case is deemed resolved under its procedure.
- Archived
The record is kept for traceability.
Complaints and appeals
Each case is analyzed independently; the technical decision remains subject to its own impartial process.