Service complaint
A concern about administration, timeliness, communication, conduct or the delivery of an Association service.
Complaints and appeals
Fair consideration with independent safeguards
The Association provides defined routes for complaints about its activities or authorised participants and for appeals against eligible formal decisions.
Choosing the route
A complaint and an appeal serve different purposes
Certification complaint
Information concerning a certified subject, certificate holder, mark licensee or representation of Association status.
Professional conduct concern
A concern that a member or registered professional may have breached an applicable code or requirement.
Appeal
A request by an eligible affected party for review of a specified formal decision on permitted grounds.
Handling principles
Due process protects every party
- 01
Receipt and classification
The submission is acknowledged, screened for route, scope, urgency, safeguarding and any conflict.
- 02
Information and notice
Relevant information is obtained and affected parties are informed to the extent required for a fair process.
- 03
Independent consideration
The matter is assigned to persons with appropriate competence who are independent of the subject where required.
- 04
Reasoned outcome
Findings, decision, action and any review right are recorded and communicated in accordance with the procedure.
- 05
Follow-up
Corrective action, status change, learning and systemic improvement are monitored where applicable.
Submitting a matter
Specific information supports fair and timely review
- Identify the person, organisation, product, certificate, licence, decision or service concerned.
- State the relevant dates, events, requirement or decision and the outcome sought.
- Provide available supporting information and distinguish direct knowledge from inference or third-party report.
- Disclose related proceedings, urgent risk and any confidentiality or accessibility need.
- Do not submit information unlawfully or include sensitive personal information that is not necessary for the matter.
Formal submission
Submit a complaint or appeal through the official route
Select the appropriate category and provide sufficient information for secure classification and acknowledgement.