Accreditation
Procedures for Complaints and Appeals
Purpose and scope
A defined process for raising concerns
This procedure allows accredited conformity assessment bodies (CABs) to raise complaints or appeals concerning decisions by QAC assessors, staff or Accreditation Committee members through a fair, transparent and timely process.
It covers concerns raised by accredited CABs about actions or decisions that affect, or could affect, their accreditation status.
Complaint
A formal statement of dissatisfaction, excluding an appeal, concerning a QAC decision or the conduct of its staff or assessors.
Appeal
A CAB’s formal request for reconsideration of a QAC decision affecting its accreditation status.
Investigation Working Group — a group appointed to investigate complaints and appeals, with every member checked for conflicts of interest.
Procedure overview
The five stages of the procedure
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01
Submission
Within 30 days of the decision
The CAB must submit a formal complaint or appeal within the required period, signed by an authorized representative, by post, email or the QAC website.
- The CAB’s name, telephone number and email address
- The relevant accreditation standard, policy or procedure
- An explanation of the matter being raised
- Supporting evidence
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02
Validation
Within 30 days of receipt
QAC staff review the submission to confirm that all required information is present.
- For an incomplete submission, the CAB has 30 days to provide the outstanding information
- Cases that cannot be validated are closed
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03
Investigation
Progress updates every 30 days if additional time is required
The matter is investigated internally or referred to an Investigation Working Group (IWG), according to the issue involved.
- Findings are documented in a written investigation report
- An IWG member may be replaced where a conflict of interest is identified
- Stage 2: the CAB may escalate to the Accreditation Committee (an escalation fee applies — see Fees)
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04
Decision
Written outcome
The findings are reviewed and the CAB receives a written decision.
- If a Stage 2 appeal overturns the decision, part of the escalation fee is refunded or credited
- If the appeal is unjustified, the fee is retained
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05
Records
Kept on file
QAC staff retain a complete record of each complaint and appeal.
- The initial complaint or appeal submission
- The recommendation report from Stage 1
- The Accreditation Committee’s Stage 2 decision, where applicable
Responsibilities
Roles and responsibilities
CABs
Submit a formal complaint or appeal with supporting evidence within 30 days.
QAC staff
Check, acknowledge, monitor and administer each complaint or appeal.
QAC leadership
Supervise investigations, consider findings and issue final decisions.
Accreditation Committee
Conduct the second-stage review of escalated cases.
Who the procedure is for
How to raise a complaint or appeal
Contact QAC to begin the complaints or appeals process. The published procedure sets out the arrangements for fair and transparent consideration.