Appealing Suspensions

Clients who receive a suspension letter and disagree with service infractions can begin an appeal process.

About this task

The steps for Appealing Suspensions will slightly differ depending on the version you have installed:
  • For 6.2.x, suspensions can only be appealed during the grace period, for example, while a case is still in Violation Alert > Delivered or Appeal > Delivered (the suspension has not started yet.)

    Appealing will not lift the suspension and you will not be able to book trips. The suspension will only be removed if the appeal is approved.

  • For 6.5.x and 7.x, cases can be appealed before or after the suspension start date, from the Violation Alert > Delivered, Appeal > Delivered or Suspended stage.

    When appealing before a suspension has started (from the Violation Alert > Delivered or Appeal > Delivered), the suspension is temporarily lifted until the appeal decision is made. If the appeal is denied, suspension info will be added to the database again.

    When appealing after a suspension has started (from a Suspended phase), the suspension will not be lifted. The suspension will only be removed if the appeal is approved.

Procedure

  1. Click the Cases tab to open the Cases screen.
  2. In the policy list (for the policy being used), click Violation Alert > Delivered or Appeal > Delivered.
    Note: If Appealing Suspensions in 6.5.x and 7.x, you can also appeal from the Suspended stage.
  3. Select the case card of the case to be updated.
  4. Click Appeal.
    The Confirm Transition dialog box appears.
  5. Click OK.
    The case moves to the Appeal - Investigation phase.
  6. In the policy list, for the policy being used, click Appeal > Investigation
  7. Select the case card of the case to be updated.
  8. Click Assign to Me.
    Piece of paper with a generic head and shoulders avatar above the words Assign To Me.
    The case can be assigned to someone else using Assign.
  9. In the Infractions widget, select each infraction and click Confirm or Forgive.
    To confirm or forgive all infractions, select the case card and click the arrow beside the desired option and click Confirm Undecideds or Forgive Undecideds.
  10. Click Promote.
    Piece of paper with an upward-facing arrow above the word Promote.
    To promote all cases, in the policy list, click the specific phase from which to promote the cases. Click the arrow beside Promote and click All In Phase.
    A confirmation message appears. If the case is moving to the Appeal > Compose Suspension phase, define the Suspension Start Date. If desired, you can override the suspension duration. (This option is only available when cases are promoted one at a time.)
  11. Click OK.

Results

The case is moved to the Appeal Compose Approval or Appeal Compose Suspension phase.

What to do next

View or edit the case letter to be sent to the client.