DISPUTES, COMPLAINTS AND APPEALS  

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  Companies may, through the Disputes, Complaints and Appeals procedure request reconsideration of a decision made by CyberSecurity Malaysia.

Appeals can be filed by any companies to CyberSecurity Malaysia and may be filed for reasons associated with:

    Rejection of application;
    Rejection of conducting audit;
    Response to corrective action requests;
    Modification to the scope of Malaysia Trustmark;
    Reconsideration of the suspension of Malaysia Trustmark;
    Any other decision or action taken by CyberSecurity Malaysia;
    Any other reason that may delay the Malaysia Trustmark process.
Any disputes between the CyberSecurity Malaysia and any party with respect to compliance with Malaysia Trustmark rules or requirements are handled by the CyberSecurity Malaysia as a complaint. Any disputes between other parties' e.g. contractual issues between a company and a consultant or consumer shall not be taken as a dispute or complaint with the CyberSecurity Malaysia.

MTPS Manager is responsible to ensure that any appeals, complaints and disputes received are fully investigated, documented and appropriate follow-up action taken within ten (10) business days.

Any decision made by CyberSecurity Malaysia against a Malaysia Trustmark decision can be appealed within twenty (20) business days of the original decision. The Malaysia Trustmark for Private Sector Manager is responsible for reviewing the original decision and, within twenty (20) business days of lodgment, either:
    Upholding the appeal and publishing a revised decision; or
    Rejecting the appeal and confirming the original decision as final in which case no
        further appeals on that decision will be considered.
Formal appeals and complaints must be submitted to the Malaysia Trustmark for Private Sector Manager in a form of formal letter or email. The minimum information required are:
    The name of the appellant/complainant;
    Contact details for the appellant/complainant;
    The Malaysia Trustmark decision that is the subject of the appeal;
    An informal description of the appeal/complaint; and

If required information cannot be supplied, the appeals or complaints is automatically rejected and a formal rejection letter is prepared and sent to the appellant/complainant. Appeals, Complaints and Disputes shall be handled in accordance with the Handling of Complaints Procedure documented in the Procedures Manual and the Malaysia Trustmark Process and Audit Procedure Manual (MTPS_PAM) specifically for appeals against CyberSecurity Malaysia certification decisions.