Feedback, Complaints and Appeals
We welcome your feedback so you can tell us what works for you and what doesn’t. Complaints are an important source of feedback and play a valuable role in the ongoing improvement of our business.
Complaints will be dealt with promptly, fairly, and confidentially. If you have a complaint you can contact our office by phone, letter or email. All feedback should be directed to:
Quantum Certification Services Pty Ltd
PO Box 1455
Geelong VIC 3220
Telephone: 03 5229 1219
Complaints Handling and Resolution Process
Your complaint will be acknowledged and we will seek to resolve the issue as quickly as possible. If we cannot resolve the issue immediately, an investigation shall be conducted into the complaint to determine facts around the issue and to consider options for complaint resolution.
We will keep you informed about the complaints resolution process and we will formally advise you of the outcome. If you are not satisfied with our response to your complaint, you have the right to appeal.
All complaints are recorded on our feedback register and are treated confidentially. All complainants will be fairly treated.
The Manager Director is responsible for complaints and appeals management. Appeals that cannot be resolved by the Managing Director are referred to our Impartiality Committee.
Clients have the right to appeal against any audit or certification decision made by Quantum Certification Services. Appeals must be submitted in writing within seven working days from the notification of the certification decision.
Any correspondence submitted for an appeal, should include all relevant information needed for consideration of the appeal. The Managing Director will review the appeal. If the Managing Director cannot resolve the appeal, the matter may be referred to the Impartiality Committee.
All submissions will be dealt with fairly and without bias. Procedural fairness is applied by us when dealing with complaints. All appeals are treated confidentially.
We will keep you informed about the progress of the appeal and we will formally advise you of the outcome.
Quantum Certification Services will not accept any claims for reimbursement of costs, losses, damages resulting from the appeals process.