A fair path to review.

What is the difference?

An appeal is a client's request for reconsideration of a certification decision we have made. This can include a decision to refuse, not maintain, reduce, suspend, withdraw or not renew certification.

A complaint is an expression of dissatisfaction, other than an appeal, about our activities, personnel or a certified client where a response is expected.

How to submit

Send the matter in writing to complaints@acscert.com.au. Include your name and contact details, the organisation concerned, the decision or conduct at issue, relevant dates, supporting evidence and the outcome you seek. If accessibility or language makes a written submission difficult, contact us so another practical method can be arranged.

Appeals process

1. We acknowledge receipt and validate whether the submission is an appeal.
2. We record, track and investigate the appeal, taking into account previous similar appeals where relevant.
3. People engaged in the appeals process, including review and decision, are different from those who performed the audit or made the certification decision being appealed. They must not have provided consultancy or been employed by the appellant within the relevant two-year period specified by ISO/IEC 17021-1.
4. We keep the appellant informed of progress and communicate the final decision in writing.
5. We take any correction and corrective action needed and give formal notice when the appeals process is complete.

Submitting an appeal will not result in discriminatory action against the appellant.

Complaints process

1. We acknowledge receipt and determine whether the complaint relates to certification activities for which we are responsible. If it concerns a certified client, we consider the effectiveness of that client's certified management system.
2. We investigate, track and record the complaint, using information from the complainant, relevant parties and previous similar complaints where appropriate.
3. People making the complaint decision must not have been involved in the subject of the complaint. They must not have provided consultancy or been employed by the client concerned within the relevant two-year period specified by ISO/IEC 17021-1.
4. We keep the complainant informed of progress and communicate the outcome where possible.
5. We determine, with the complainant and the certified client where applicable, whether the subject and resolution should be made public and, if so, to what extent.

Information about a client obtained from sources other than the client is treated as confidential. We balance confidentiality with the need for a credible and responsive process.

Times and escalation

We aim to acknowledge each complaint or appeal within 5 business days of receipt. We target a final decision within 30 business days after we have confirmed that the matter falls within our process and have the information reasonably needed to assess it. If the matter is unusually complex or depends on information from another party, we will explain the delay and give an updated target date.

If JASANZ accreditation is granted, matters about our accredited activity may also be raised with JASANZ after our own process has been used, in line with JASANZ's current complaint process.

Basis: ISO/IEC 17021-1:2015 clauses 9.7 and 9.8, the principle of responsiveness to complaints in 4.7, confidentiality in 4.6 and public information in 8.1.