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Feedback, Appeals And Complaints

Feedback

We welcome feedback about ACS Registrars Ltd and our activities or about ACS Registrars Ltds' customers and their activities, whether it is an expression of satisfaction or a complaint. Any information on instances of misuse of the Mark or misleading references to certification or accreditation is also welcomed.

Appeals and Complaints

It is important that any issues of Appeals, Complaints and Disputes are handled in a professional manner; ensuring that they have been appropriately addressed and a reasonable effort has been made to resolve any issues arising.
If the Company feels that the findings of the Audit Team are not correct or are not appropriate and would like to challenge these findings, or if the Company are not satisfied with the conduct or professionalism of the Audit Team, then the Company has the right to submit either a formal Appeal or a formal Complaint.

Appeals

If the Company feels that the findings of the Audit Team are not correct or are not appropriate, then an informal Appeal should be made to the Audit Team Leader during the Closing Meeting, and the findings should be questioned. At this time the Audit Team Leader may consider the Company’s Appeal to be justified and in this case shall make an adjustment to the findings.
If the Audit Team Leader does not agree with the informal Appeal and the Company would like to submit a formal Appeal, the following procedure should be followed (submission, investigation and decision on Appeals shall not result in any discriminatory actions against the Company):
The Company shall contact the ACS Registrars Office within seven days of the Audit, and advise of the intent to Appeal against the findings of the Audit Team
Upon the request to Appeal, ACS Registrars shall provide the Company with an Appeals Form to complete. The Company should complete and return this form to ACS Registrars within 30 days of the Audit Findings being raised. Appeals that have not been submitted in writing can go no further
The ACS Registrars Office will contact the Company to discuss the Appeal and shall pass the formal Appeal to the ACS Registrars Accredited Office.
If the ACS Registrars Accredited Office agrees that the findings of the Audit Team are not correct or are not appropriate, they will overturn the findings of the Audit Team and advise the Company in writing.
If the ACS Registrars Accredited Office agrees with the Audit Team then the Appeal Form will be passed to the Independent Appeals Panel of the ACS Registrars Impartiality Committee, for their further review and decision
The Company will be advised in writing that the Appeal is to go forward to the Independent Appeals Panel and will be advised of the details of the panel members. If the Company is of the opinion that a member of the panel constitutes a conflict of interest, or objects to any of the Panel members, then all objections must be made in writing, within 15 days of notification by ACS Registrars that the Appeal is to be reviewed by the Independent Appeals Panel. Any objections must clearly detail the reasons for objection, which will be considered by the Chairperson of the Panel. If they feel the objection is justified, the offending member shall be removed from the Independent Appeals Panel and an alternative shall be appointed.
The Company will then be advised in writing of the results of the Independent Appeals Panel review.
All Appeals submitted to ACS Registrars will be subject to periodic review by the Accreditation Body, to ensure fairness and impartiality of the Appeal process.

Complaints

A Complaint about the conduct or professionalism of an employee or subcontractor of ACS Registrars may be made at any time. The Complainant shall contact the ACS Registrars Office and advise of the intent to complain. Upon the request to complain, ACS Registrars shall provide the Complainant with a Complaints Form to complete. The Complainant should complete and return this form to ACS Registrars. Complaints that have not been submitted in writing can go no further
The ACS Registrars Office will contact the Company to discuss the Complaint and shall pass the Complaint to the ACS Registrars Accredited Office, who will be responsible for dealing with the Complaint and coming to a conclusion, to be provided to the Complainant in writing.
If the ACS Registrars Accredited Office response to the Complaint is not satisfactory then the Complainant may contact the ACS Registrars Accredited Office to discuss the Complaint further
All Complaints submitted to ACS Registrars will be subject to periodic review by the Accreditation Body, to ensure fairness and impartiality of the Complaints process