Complaints

Our commitment to handling complaints

JASANZ is committed to handling complaints fairly, impartially, and confidentially. If you have a concern about JASANZ, an accredited conformity assessment body, a certified organisation, or a matter relating to accreditation, you can submit a complaint for review.

Our complaints process helps us identify concerns, address issues, and maintain confidence in the accreditation system. We investigate complaints in accordance with ISO/IEC 17011.

Before you begin

Please read the information below before lodging your complaint. Understanding JASANZ’s role will help determine whether we are the appropriate organisation to investigate your concerns.

Our role

Our role is to ensure accredited Conformity Assessment Bodies (CABs) continue to operate competently, impartially and in accordance with accreditation requirements.

We investigate complaints relating to:

• JASANZ decisions, services, or personnel

• The conduct or performance of a JASANZ accredited or applicant conformity assessment body

• A certified organisation’s compliance with applicable standards or schemes

• Scheme owners

• Serious concerns relating to impartiality, integrity, or systemic issues

What JASANZ cannot do

JASANZ is not a regulator, court, ombudsman, arbitrator, or mediator. Our role is to provide oversight of accredited conformity assessment bodies and their compliance with accreditation requirements.

We cannot:

• Appeal accreditation decisions on behalf of organisations

• Resolve commercial, contractual, or financial disputes

• Investigate the products or services of certified organisations (these concerns should first be raised with the relevant certification body)

• Resolve employment or human resources disputes within a conformity assessment body

• Investigate matters that are subject to ongoing legal or regulatory proceedings

Who can lodge a complaint

Anyone affected by JASANZ accreditation services may make a complaint, including:

• Accredited CABs

• Applicant CABs

• Clients of CABs

• Scheme owner

• Government agencies

• End users

• Other interested parties

What you need to provide:

• Details of what or who your complaint is about

• Relevant facts, dates, and supporting evidence

• Information about any steps you have already taken to resolve the issue

Complaints must relate to JASANZ’s accreditation activities and be made in good faith.

What happens next?

We will acknowledge your complaint within five working days and provide information about the next steps. If your complaint is accepted, it will be reviewed and investigated by an appropriate person who has no conflict of interest.

We will keep you informed throughout the process and provide an outcome once the review is complete. While we cannot disclose confidential information about accredited organisations, we will provide information about the outcome where possible.

For more information about our complaints process, including investigation steps, timelines, confidentiality, and appeals, please read our Complaints Handling Process.