THE HSWAGATA BUDDHA TOOTH RELIC PRESERVATION MUSEUM
FOR INTERNAL USE ONLY
Template No.: T-TK018
Template Title: Rejection-Handling SOP (Letter Rejected / Refused to Accept)
Related Research Case IDs / Cluster: TK-018 / Cluster C (Institution-Building, Formal Letters) + Cluster F (Conflict, Escalation, Risk Control)
Linked Templates / Policies: T-TK017 Response Tracking Form; Incident Reporting Form; Data Protection & Confidentiality Policy; Conflict Resolution & Security SOP; Board Decision-Making Rules; Publication Approval Workflow (T-TK006); Public Correction Procedure (T-TK005)
Date of form: ____ / ____ / ______
Prepared by / Role: _______________________
Office / Unit: ____________________________
Country / Location: _______________________
Confidentiality Level:
Internal only [ ] Restricted [ ] Sacred-Restricted / Sensitive [ ]
Use of this form (tick):
New case / action [ ] Follow-up [ ] Annual review [ ] Archive only [ ]
1) Purpose
This SOP is used when an institution refuses to accept, returns, or rejects a letter or report from HSWAGATA.
Goal:
Protect the record (proof that we tried).
Reduce conflict and keep calm communication.
Move to the correct channel quickly.
Prevent “silence by rejection” from blocking safety actions.
Core rule: Rejection does not end the duty to protect relics. We continue with safe escalation.
2) What counts as “rejection”
Tick any:
Office refuses to receive the letter at the counter [ ]
Mail/courier returned as “refused” [ ]
Email bounced / blocked [ ]
Portal submission rejected [ ]
Officer says “not our job” and will not accept [ ]
Office accepts verbally but refuses to stamp/receipt [ ]
Other: ____________________________________ [ ]
3) Immediate steps (same day)
Step A — Stay calm and safe
Do not argue. Do not threaten. Do not shame staff. [ ]
If the situation becomes unsafe, leave and inform Security. [ ]
Step B — Capture rejection proof (must do)
Tick what you collected:
Photo of “refused/returned” envelope label [ ]
Courier tracking screenshot showing “refused/returned” [ ]
Email bounce message screenshot [ ]
Portal rejection screen screenshot [ ]
Written rejection note from office (if given) [ ]
Witness note (2 staff) describing what happened [ ]
File name standard: TK018_YYYYMMDD_Institution_RejectionProof
Stored at: ________________________________________________
Access level: Internal [ ] Restricted [ ] Sacred-Restricted [ ]
4) Rejection record (fill in)
Rejection ID: TK018--
Institution name: __________________________________________
Office/unit: _______________________________________________
Address/location: __________________________________________
Date/time of rejection: ____ / ____ / ______ _______ (time)
Who rejected (if name/title given): _________________________
How rejection happened (one line, facts only):
Reason given by institution (tick):
Wrong office [ ] Wrong format [ ] Missing documents [ ] Not our duty [ ] Political/sensitive [ ] Unknown [ ] Other: ______
5) Quick fix check (common reasons)
A) Wrong office
Find correct receiving office using official directory/website [ ]
Call and confirm correct submission channel [ ]
Record the official contact used: ___________________________
B) Wrong format / missing documents
Fix format (reference no., attachments list, signature) [ ]
Add cover letter (1 page) [ ]
Add evidence package index [ ]
Translate if needed [ ]
Make 2 copies (one for stamp/receipt) [ ]
C) “Not our duty”
Ask politely: “Which office should receive this?” [ ]
Request referral in writing (email or note) [ ]
If refused, record as “no referral given” [ ]
6) Resubmission options (choose one)
Resubmit by:
Registered post with tracking [ ]
Courier with signature proof [ ]
Email to official address + request receipt confirmation [ ]
Online portal (correct category) [ ]
Hand deliver with 2 staff witnesses [ ]
Resubmission date planned: ____ / ____ / ______
Responsible staff: _________________________________________
Rule: If hand delivery is used, always request a stamped copy.
7) Escalation ladder (if rejection blocks safety)
Tick based on risk level:
Level 1 — Administrative escalation (within 7 days)
Send to a higher supervisor desk in the same institution [ ]
Send to institutional complaints unit (if exists) [ ]
Attach rejection proof + request case/reference number [ ]
Level 2 — Board escalation (High/Critical or repeated rejection)
Board delegate notified [ ] Date: ____ / ____ / ______
Open internal incident report (if risk rising) [ ]
Security review started [ ]
Legal advice requested (if needed) [ ]
Level 3 — Alternative channel (when official path fails)
Use partner MoU channels (if any) [ ]
Use neutral mediation partner (if suitable) [ ]
Use formal legal channel (board-led) [ ]
Escalation reason (facts only):
8) Communication script (for staff)
Use calm words:
“Thank you. We respect your process. Please tell us the correct office or method.”
“We only request a receipt or case number for record.”
Do NOT say:
“You must accept this.”
“We will shame you online.”
“You are hiding the truth.”
9) Link to response tracking (mandatory)
After rejection, open or update T-TK017 Response Tracking Form:
Tracking ID: ______________________________________________
Follow-up dates set: Yes [ ] No [ ]
10) If rejection becomes public (rumor risk)
If the rejection causes online rumors or conflict:
Use T-TK005 Public Correction Procedure [ ]
Use T-TK006 Publication Approval Workflow [ ]
Do not publish private details of officers or offices [ ]
11) Closure
Final outcome (tick):
Resubmitted successfully (accepted) [ ]
Redirected to correct office [ ]
Still rejected after 2 attempts (board decision needed) [ ]
Closed (low risk; record kept) [ ]
Closure note (1–2 lines):
Attachments list:
Original letter copy [ ]
Rejection proof [ ]
Resubmission proof [ ]
Any replies received [ ]
Filed by: _______________________ Date: ____ / ____ / ______
Reviewed by (Head/Board delegate): ______________ Date: ____ / ____ / ______
