Mohammad Emami (asker) Dec 21, 2011:

اعتراضات After googling شکایات I arrived at اعتراضات as a good collocation which best fits in my contexts. However, I will keep استیناف as an alternative if the policy's content approves the procedure you mentioned.

Thank you very much for your efforts and very helpful contextual information you provided as always.

Edward Plaisance Jr Dec 21, 2011:

I am not sure if you had a question in your comment.

Normally, these policies work together. That is, when customer/patient has complaint he starts with the lowest level for taking care of his complaint. In the case of a health provider (medical insurance) for example, the patient may think a particular service should be covered or provided. The company says no. He complains to the complaints office. They say no. Then he appeals to a higher level. In some cases there are government agencies that may get involved to decide whether the company should pay or not. So, it may be appropriate to use استیناف

Mohammad Emami (asker) Dec 21, 2011:

context... Thank you so much for your research. But these are actually documents of an American Health Provider Organization. They have two different policies in parallel which arre both in action, one for Appeals and one for Complaints...

Edward Plaisance Jr Dec 21, 2011:

aha...that is different basically, as I understand it, this would be like a court system. The customer makes a complaint and gets a response. If he is not happy with the response, he makes an "appeal" to a higher level. The word "appeal" in English can be use like this or used in a court system...same meaning.

I don't know if استیناف would be appropriate in this case. Maybe something like ارجاع/رجوع فوقانی/بالاتر

Mohammad Emami (asker) Dec 21, 2011:

Two different Policies Thank you.

The problem is that there are two documents referred to in my text: Complaints Policy and Appeals Policy. For the first one I may choose خط مشی شکایات, but I am unsure what to name the second one.

Many thanks for help.

Edward Plaisance Jr Dec 21, 2011:

appeal... without further context, it seems that this is a "politically correct" way of saying "complaint"...that is, the customers are not "complaining", they are "appealing" about something.

The whole purpose, in my opinion, is to make it appear better or sound better.