Complaint
A concern about conduct, service, claims, a provider, program, certificate, reviewer, or our processes.
Fair process
Complaints, decision reviews, and appeals
We provide structured routes for concerns about accredited activity, our service, or an accreditation decision while protecting fairness and independence.
Key considerations
What you need to know
Decision review
A request to check whether relevant evidence or procedure was properly considered.
Appeal
A formal challenge on permitted grounds, handled with appropriate separation from the original decision.
01
Raise a complaint
Describe what happened, when, who or what was involved, relevant evidence, steps already taken, and the outcome sought. Avoid sending unnecessary personal or confidential information by email.
02
Request a decision review
Identify the decision reference, date, specific finding, relevant evidence, and reason you believe the decision or process should be reconsidered.
03
Make an appeal
A formal appeal must follow the applicable procedure, grounds, timeframe, and submission instructions. The review arrangement is designed to protect independence from the original decision.
04
Confidentiality and fairness
Information is shared only as needed to examine and respond. Raising a concern does not itself determine wrongdoing, and all relevant parties should be treated fairly.
Contact the accreditation team before submitting a formal appeal so you receive the applicable procedure, permitted grounds, and current filing instructions.