01 · Policies
Right of Appeal and Submission
Right of Appeal: Participating establishments are entitled to submit a formal appeal against an evaluation result or against any procedure relating to the participation or evaluation process, in accordance with the period and procedures set by Qatar Top Ten. Appeal Period: An appeal must be submitted within the specified and announced period after the establishment is notified of the result or the results are announced. Appeals submitted after the specified period has expired will not be considered, except in exceptional cases accepted by the management. How to Submit an Appeal: An appeal is submitted through the approved official channels of Qatar Top Ten and must clearly include the name of the establishment, the category entered, the details of the appellant, the subject of the appeal and the grounds, together with any supporting evidence or documents.
02 · Policies
Grounds for Appeal
Appealing a Result: An establishment's dissatisfaction with its ranking is not sufficient grounds for re-evaluation. An appeal must be based on a specific reason, such as an error in calculating the result, an evaluation criterion not being applied correctly, material information not having been taken into account, or a breach of the approved evaluation procedures.
03 · Policies
Review of Appeals
Appeals Review Committee: A committee may be formed, or a body independent of the original evaluators may be appointed, to review appeals. No person with a conflict of interest with the establishment concerned may take part in deciding on the appeal. Scope of Review: The review of an appeal is limited to the points and grounds stated in the request, unless a material matter arises during the review that requires its scope to be widened. The committee may review documents, evaluation scores, visit reports, mystery shopper results and any other evidence relating to the case. Request for Additional Information: The committee may request additional information or documents from the establishment or from the evaluation team before making a decision. The requested information must be provided within the specified period.
04 · Policies
Outcome and Final Decision
Outcome of the Appeal: The review of an appeal may result in the original result being upheld, an error in the scores being corrected, a specific part being re-evaluated, or a full re-evaluation if a material defect is proven. Final Decision: The establishment is notified of the outcome of the appeal through the official channels. The decision issued after the review procedures have been completed is the final decision for the cycle, in accordance with the approved rules and regulations of Qatar Top Ten. Confidentiality of Appeals: Appeals and the related documents and outcomes are treated confidentially, and their details are not published unless this is required to protect the integrity of the ranking or with the consent of the parties concerned.
05 · Policies
Complaints
General Complaints: Any customer, organisation or individual may submit a complaint concerning a participating or winning establishment if the complaint relates directly to the Qatar Top Ten criteria, the establishment's eligibility or the accuracy of the information submitted. Verification of Complaints: A complaint is not in itself evidence of a violation. The management verifies the seriousness of the complaint and the accuracy of the information and evidence submitted before taking any action. Malicious or Unsubstantiated Complaints: Complaints that do not contain sufficient information to be verified, or that prove to be malicious or intended to harm another participant without an objective basis, may be disregarded. Complaints After Results Are Announced: Complaints submitted after the results are announced may be considered if they contain material information that would have affected the establishment's eligibility or the evaluation result.
06 · Policies
Reopening, Suspension and Withdrawal
Reopening the Evaluation: If material new information emerges, Qatar Top Ten may reopen the evaluation file to verify it. Opening a review does not automatically mean that the result is suspended or cancelled, unless the management decides otherwise. Suspension of the Result: An establishment's use of the Qatar Top Ten ranking or logo may be temporarily suspended during an investigation into a material violation, where the nature of the violation so requires. Withdrawal of the Award or Ranking: The award or ranking may be withdrawn if it is proven that forged or misleading information or documents were submitted, that the evaluation or voting process was manipulated, that the establishment was not eligible to participate, or that a material violation was committed which directly affects its entitlement to the ranking.
07 · Policies
Prohibited Conduct
Manipulation of Voting or Ratings: The use of fake accounts or automated programs, the purchase of votes or ratings, or the offering of incentives conditional on a positive rating is prohibited where this breaches the rules of the category or of voting. Illegitimate votes or ratings may be deleted and further action taken against the establishment if its involvement in the manipulation is proven. Attempting to Influence Evaluators: Participants are prohibited from attempting to influence members of the judging panel, evaluators or mystery shoppers, whether directly or indirectly. Any such attempt may be treated as a material breach of the terms of participation. Misuse of the Mark: The Qatar Top Ten name, logo and badge must be used in accordance with the licence and the approved identity guidelines. The right of use may be suspended or withdrawn if misleading information is given to the public about the award, the ranking, the year of winning or the category.
08 · Policies
Corrective Measures and Sanctions
Corrective Measures: An establishment may be given a period of time to remedy a violation if it is capable of being remedied and does not materially affect the evaluation result. The period and the required action are determined according to the nature of the violation. Sanctions: Depending on the nature and severity of the violation, one or more of the following measures may be taken: a notice, a warning, a request for correction, deletion of incorrect ratings or votes, deduction of points where the category methodology allows, exclusion from the cycle, suspension of the result, withdrawal of the ranking or award, or a ban from participating in a subsequent cycle. Proportionality of Sanctions: Any measure taken must be proportionate to the nature of the violation, its impact and the extent to which it is repeated, while taking into account the need to preserve the integrity and credibility of Qatar Top Ten.
09 · Policies
Documentation and Integrity
Documentation: Appeals, complaints, investigations, decisions and the measures taken are documented so as to ensure a clear record that can be referred to when needed. Protecting the Integrity of Qatar Top Ten: Qatar Top Ten reserves the right to take the necessary action in any case not expressly provided for, where this is necessary to protect the integrity, fairness and credibility of the evaluation and ranking.
