Complaints & Appeals

Policy Introduction

QA Assessor provides a fair, transparent, and accessible process for handling complaints and appeals relating to its certification and training activities. This policy is designed to protect the rights of candidates, certified persons, employers, and any other party with a legitimate interest in QA Assessor’s operations, in accordance with ISO/IEC 17024:2012 clauses 9.8 and 9.9.

1. Definitions

• Appeal: A formal request by a candidate or certified person to reconsider a certification decision made by QA Assessor, including decisions relating to eligibility, examination results, certification grant or denial, suspension, or withdrawal
• Complaint: An expression of dissatisfaction by any person or organisation about QA Assessor’s operations, personnel, services, processes, or the conduct of a certified person, which is not an appeal against a certification decision

2. Appeals Process

An appeal may be submitted by any candidate or certified person who is directly affected by a certification decision.

Stage 1 — Internal Review

The Certification Manager (or a designated independent reviewer not involved in the original decision) conducts an internal review of the appeal. The Stage 1 review is completed and the outcome communicated in writing within 15 working days of receipt of the appeal.

The Stage 1 review considers whether:

• QA Assessor’s published procedures were correctly followed
• The decision was based on objective evidence of competence
• Any relevant information was overlooked or incorrectly interpreted
• There were any procedural errors, conflicts of interest, or unfair treatment

If the Stage 1 review finds in favour of the appellant, the original decision is corrected and the appellant is notified in writing.

Stage 2 — Appeals Panel

If the appellant is not satisfied with the Stage 1 outcome, they may request escalation to Stage 2 within 15 working days of receiving the Stage 1 decision.

An independent Appeals Panel is convened, comprising at least three persons who were not involved in the original decision or the Stage 1 review. The Panel includes at least one external member. The Panel:

• Convenes within 20 working days of the Stage 2 request
• Reviews all evidence, the original decision, and the Stage 1 outcome
• May request additional evidence or hear from the appellant
• Issues a written decision within 10 working days of the panel meeting

Possible outcomes:

• Uphold the original decision
• Amend the original decision (e.g. grant eligibility, revise a result, reinstate certification)
• Order a re-examination at no additional cost to the appellant
• Refer the matter back for further investigation with specific instructions

The Appeals Panel decision is final. No further internal appeal is available. The appellant retains the right to raise concerns with any relevant external regulatory or accreditation body.

3. Complaints Process

A complaint may be submitted by any person or organisation.

Stage 1 — Investigation

The Certification Manager investigates the complaint. The investigation may include reviewing records, interviewing relevant personnel, and gathering evidence. The Stage 1 outcome is communicated in writing to the complainant within 15 working days of receipt.

For complex complaints requiring extended investigation, the complainant is notified in writing of the extension and the expected timeframe.

Stage 2 — Escalation to Impartiality Committee

If the complainant is dissatisfied with the Stage 1 outcome, they may request escalation to Stage 2 within 15 working days of receiving the Stage 1 response.

The complaint is referred to the Impartiality Committee, which reviews the investigation and may:

• Uphold the Stage 1 outcome
• Require further investigation with specific directions
• Recommend corrective or preventive action
• Recommend changes to QA Assessor’s policies or procedures

The Impartiality Committee’s decision is communicated in writing within 10 working days. The complainant retains the right to raise concerns with any relevant external regulatory or accreditation body.

4. Complaints About Certified Persons

Complaints about the professional conduct of a QA Assessor certified person are investigated in accordance with the Code of Conduct. If a complaint is substantiated, outcomes may include a formal warning, requirement for additional CPD, suspension, or withdrawal of certification in accordance with the Suspension & Withdrawal Policy (QA-CB-POL-005).

5. Complaints About Training Activities

Complaints about QA Assessor’s training function (e.g. course content, trainer conduct, training delivery) are investigated separately from certification complaints. Training complaints do not affect the complainant’s certification status. The same Stage 1/Stage 2 process applies.

6. Confidentiality

All complaints and appeals are handled confidentially. Information is disclosed only to those directly involved in the investigation and resolution. The identity of complainants is protected unless disclosure is necessary for the investigation or required by law.

7. Non-Retaliation

QA Assessor does not retaliate against any person who submits a complaint or appeal in good faith. Any retaliation by QA Assessor personnel against a complainant or appellant is a disciplinary matter.

8. Record Keeping and Continuous Improvement

All complaints and appeals are logged, tracked, and reviewed as part of QA Assessor’s management review process. Trends and patterns are analysed to identify opportunities for improvement. Records are retained for 10 years from the date of resolution, in accordance with the Confidentiality & Data Protection Policy (QA-CB-POL-002).

9. Contact

To submit an appeal or complaint:

Email: certification@qaassessor.com
Forms: QA-CB-FORM-009 (Appeal) | QA-CB-FORM-010 (Complaint)
Post: Certification Manager, QA Assessor, [registered address]