Appeals and Complaints Procedures

Appeal Process for Award of Competence or Qualification

Applicants can appeal against the decision of the Awarding Body. The appeal process is:

  1. Applicant sends appeal to the Awarding Body, summarizing the reasons for the appeal (e.g., incomplete documentation).
  2. The Awarding Body will appoint an independent assessor (who has not been involved with the original assessment or award) and can decide:
    1. the applicant has passed the appeal, and be awarded the competence/qualification; or,
    2. the applicant must reapply for the competence/qualification.
  1. The Awarding Body will explain the basis of its decision
  2. There can be no further appeal. The maximum number of appeals in one. The applicant cannot appeal again when he/she goes through this process.

Appeal Process for Certification of Competence or Qualification

  1. Applicant sends appeal to the Certifying Body, summarizing the reasons for the appeal (e.g., incomplete documentation).
  2. The Certifying Body will appoint an independent assessor (who has not been involved with the original certification) and can decide:
    1. the applicant has passed the appeal, and be awarded the certified competence/qualification; or,
    2. the applicant must reapply for the certified competence/qualification.
  3. The Certifying Body will explain the basis of its decision.
  4. There can be no further appeal. The maximum number of appeals in one. The applicant cannot appeal again when he/she goes through this process.

Complaints

Applicants for competency or qualification assessment can make a formal complaint of any decision reached by the Awarding Body or Certifying Body. Complaints should be sent direct to the relevant Body, clearly marked as a ‘complaint’.

Your complaint must include:

  1. your name;
  2. a clear, detailed description of what your complaint is about, including copies of any correspondence (e.g., letters or emails related to the complaint), and relevant documents;
  3. your email address or postal address (to allow the relevant Body to reply).

The Awarding or Certification Body will:

  1. acknowledge a formal complaint by email (i.e., let you know that they have received it)
  2. ask a suitably qualified person, not involved in the Award or Certification to investigate the complaint;
  3. deal reasonably and sensitively with the complaint;
  4. ensure all dealings are confidential;
  5. respond to the complaint within 20 days;
  6. explain the reasons for their decision; and,
  7. take action where appropriate.

The decision of the Awarding or Certifying Body is final.