Complaints

If a Customer is dissatisfied with a process, the issue can be discussed between the complainant (and an advocate if needed) and the Compliance Manager as an:

• internal informal grievance, lodged in writing as an internal Stage One Formal internal Complaint,
• if the complaint is unresolved it can be lodged in writing as an internal Stage Two Formal Appeal,
• if the internal appeal is unresolved it can be lodged in writing as an external Stage Three Dispute, or
• if the dispute is unresolved the complainant can raise it as a formal concern.

Stage One: Complaint

The compliments and complaints policy commits IAC (International Audits & Certifications) to:

1. Before entry into a written agreement, receipt of money, and again seven days after the Start of Audit Date, shall share policy information about complaints, appeals and disputes with Customers.
2. Aim to ensure practices for internal complaints and appeals:
   
   • (a) maintain the Customer’s agreement and allow for an advocate;
   • (b) maintain and share written records with the Customer;
   • (c) start and resolve the complaint process within 7 daysfrom the complaint notice date, and dispute process within 14 days from theappeal notice date for Level A Simple Complaints; and
   • (d) refer the Customer for external independent, inexpensive dispute resolution and formal concerns.
3. Provide fair treatment, fair benefits and opportunities for all parties through the demonstration of professional services characterised by courtesy, responsiveness, good interpersonal and communication skills for complaints-handling and direction of the Complainant to the appropriate individual (AS ISO 10002-2006 CSGCHO, S5.3.4, S5.3.5; ISO DIS 26000 Social Responsibility).
4. Maintain records about internal customer complaints and appeals to comply with relevant Australian legal and other requirements for 5 years after the complaint finalisation.

Stage Two: Appeals

1. If it is not possible to resolve the complaint, you can raise the issue as a an internal dispute with IAC (International Audits & Certifications).

Stage Three: Disputes

1. If it is not possible to resolve the complaint internally, IAC (International Audits & Certifications) will arrange for independent dispute resolution.
   • South Queensland Dispute Resolution Centre Level 1, 363 George Street Brisbane QLD 4000
     GPO Box 149 Brisbane QLD 4001
     07 3738 7000
     1800 017 288
     drc.sq@justice.qld.gov.au
     9:00am to 4:30pm Monday to Friday Australian Eastern Daylight Time (AEDT).
     This is currently a free service that may change without notice.

Stage Four: Formal Concerns

1. The formal concern can be raised about IAC (International Audits & Certifications) practices which may result in IAC (International Audits & Certifications) receiving a fine by the Director of Consumer Affairs.
2. Formal concerns about the conduct of IAC (International Audits & Certifications) shall be in writing and addressed to:
   • United Accreditation Foundation Inc
     400 North Centre Drive, STE 202, Norfolk,
     VAS 23502, United States of America +1 (757) 228 5581
     uafaccreditation.org
     info@uafaccreditation.org
     9:00am to 5:00pm Monday to Friday (AEDT)
3.  take immediate corrective and preventative action upon IAC (International Audits & Certifications) becoming aware of any decision and/or corrective and preventative actions required and notify the Customer of the action.

If IAC (International Audits & Certifications) defaults “The Customer Agreement and available complaints and appeals processes, do not remove the right of the customer to take action underAustralia’s consumer protection laws or contact the Queensland Ombudsman(Commonwealth Trade Practices Act 1974).

1. • Queensland Ombudsman
     Level 18, 53 Albert Street, Brisbane CBD, QLD 4000
     Post GPO Box 3314, Brisbane, QLD 4000 +61 (0)7 3005 7000
     Enquiries 9:00am to 5:00pm Monday to Friday (AEDT)
     Online Make Complaint - Queensland Ombudsman
     www.ombudsman.qld.gov.au
     9:00am to 5:00pm Monday to Friday (AEDT)

Dr Gloria Carter
ManagingDirector
‍1March 2025