Complaints and Appeals
Australian QC values feedback, complaints and appeals as part of maintaining a fair, transparent and effective certification system. Complaints and appeals are handled in a way that protects impartiality, confidentiality, participant safety, procedural fairness and the integrity of certification decisions.
When Australian QC receives a complaint or appeal, Australian QC will confirm whether the matter relates to certification activities for which Australian QC is responsible. If the matter is within Australian QC’s responsibility, Australian QC will acknowledge the complaint or appeal and gather and verify the information reasonably necessary to progress the matter.
Australian QC aims to progress complaints and appeals within 15 days where practicable. Where a matter is complex, requires further information, involves several parties, or cannot reasonably be finalised within that timeframe, Australian QC will provide an update and continue to manage the matter to closure.
Complaints
Complaints may relate to Australian QC’s certification activities, audit process, personnel conduct, communication, impartiality, confidentiality or other matters connected with Australian QC services.
Complaints should be sent to: complaints@australianqc.com.au
Appeals
An appeal is a request by a client or applicant for Australian QC to reconsider a certification decision or another decision made in relation to certification activities.
Appeals should be sent to: appeal@australianqc.com.au
Independence of review
The decision resolving a complaint or appeal will be made, or reviewed and approved, by person(s) who were not involved in the certification activities related to the complaint or appeal. Personnel who have provided consultancy to a client, or who have been employed by a client, will not be used to review or approve the resolution of a complaint or appeal for that client within two years following the end of the consultancy or employment.
Where a complaint or appeal involves Australian QC management, Top Management, the Business Administration Manager, an auditor, reviewer, certification decision-maker, or any person/function where the normal pathway may create an actual or perceived conflict of interest, the matter should be directed to: impartiality@australianqc.com.au
Such matters will be referred to the Impartiality Committee Chair, an external member of the Impartiality Committee, or another competent independent reviewer as appropriate. If the matter concerns the Impartiality Committee Chair or a committee member, Australian QC will arrange review by another independent person who is not involved in the matter.
Outcome and closure
Whenever possible, Australian QC will provide formal notice of the outcome and closure of a complaint to the complainant, and formal notice of the outcome and closure of an appeal to the appellant. Australian QC will take any necessary follow-up action arising from the complaint or appeal.
External escalation
If a complaint or appeal remains unresolved after three (3) months from Australian QC’s written acknowledgement, or if the complainant or appellant is dissatisfied with Australian QC’s complaint or appeal handling process or outcome, the matter may be referred externally.
For concerns about Australian QC’s accredited certification activities, the matter may be referred to JAS-ANZ: contact@jasanz.org
https://www.jasanz.org
For NDIS safeguarding, provider conduct or participant safety concerns, the matter may also be referred to the NDIS Quality and Safeguards Commission: https://www.ndiscommission.gov.au
Australian QC will not treat a person unfairly or adversely because they have made a complaint, lodged an appeal or raised a concern in good faith.
Impartiality Policy Statement
Australian QC understands the importance of impartiality in undertaking audit, certification and verification activities. Australian QC is committed to ensuring that all certification activities are conducted independently, objectively, fairly and free from consultancy, referral, commercial, financial, organisational or personal influence.
Australian QC ensures that certification and verification activities are only recommended, reviewed or decided by authorised and competent personnel who are independent from the evaluation activity and free from unmanaged conflicts of interest.
Australian QC does not provide consultancy services to companies, individuals or providers in relation to the design, implementation, maintenance or operation of services, systems or processes that are subject to audit or certification by Australian QC. Australian QC does not provide internal audit services to its certified clients for the purpose of preparing them for Australian QC audit or certification activities.
Australian QC does not own, control or have a financial interest in any consultancy organisation that could compromise, or appear to compromise, the impartiality of Australian QC certification activities.
Australian QC does not offer, request, pay, receive or accept referral fees, commissions, success-based payments, revenue-sharing arrangements, lead-purchase benefits, preferred-supplier benefits, exclusive referral arrangements, gifts, hospitality, inducements or any other financial or non-financial benefit that could influence, or appear to influence, audit work, audit allocation, audit findings, audit review or certification decisions.
Australian QC expects providers to engage directly and independently with Australian QC for audit enquiries, quotations, audit scope, audit planning, audit communications, corrective action matters and certification related communication. Consultants or advisors may support a provider in preparing for audit, but must not control, obscure or replace the direct professional relationship between the provider and Australian QC.
Personnel employed by or otherwise engaged by Australian QC, including staff, auditors, technical reviewers, certification decision-makers, contractors and external committee members, must declare current and past relationships that may create an actual or perceived conflict of interest. This includes relationships with providers, consultants, referral sources, auditors, clients or other interested parties.
Australian QC records relevant consultant, advisor, referral-source and external relationships in its impartiality and relationship registers. Where a consultant, advisor, referral source or other external party is involved in an engagement, Australian QC may complete a documented impartiality risk assessment before accepting or continuing the work.
Australian QC will not allocate personnel or subcontractors to an audit, evaluation, review or certification decision where a relationship, interest or other circumstance may compromise impartiality or where independence may reasonably be questioned. Where a past relationship exists, any proposed use of that person requires documented risk assessment, evidence that the relationship has ended for at least two years, and approval by appropriate authorised personnel. Where necessary, the matter may be escalated to Top Management and/or the Impartiality Committee.
Australian QC maintains structural separation between business development, audit/evaluation activities, review activities and certification decision-making. Business development, marketing or partnership activities do not control audit team allocation, audit review or certification decisions.
Australian QC maintains an Impartiality Committee as a standing governance mechanism to support the protection of impartiality, independence and public confidence. The committee provides independent oversight and advice on impartiality risks, including risks arising from consultant relationships, referral-source relationships, gifts and benefits, auditor external interests, complaints or appeals involving impartiality, and material changes that may affect independence.
Australian QC’s certification decisions are based on objective evidence and applicable requirements only. Certification decisions are not influenced by commercial pressure, consultancy relationships, referral arrangements or personal interests.
Confidentiality Policy Statement
Australian QC is responsible, through legally enforceable commitments, for the management and protection of information obtained or created during certification activities. Except for information that a client makes publicly available, or information that Australian QC and the client agree may be disclosed, information obtained or created during certification activities is treated as confidential and proprietary.
Australian QC will adhere to applicable requirements, including the Privacy Act 1988 (Cth), the Competition and Consumer Act 2010 (Cth), applicable work health and safety legislation, contractual obligations, accreditation obligations and other relevant laws and regulations where applicable.
Australian QC informs the client in advance of information it intends to place in the public domain, unless the information is already publicly available or disclosure is otherwise required or authorised.
Where Australian QC is required by law, required by an accreditation body, required by a regulator, or authorised by contractual arrangements to release confidential information, Australian QC will, unless prohibited by law, notify the client or person concerned of the information to be released.
Information about a client obtained from sources other than the client, including complainants, regulators, accreditation bodies or other interested parties, is also treated as confidential and managed in accordance with Australian QC’s confidentiality controls.
Australian QC personnel, auditors, contractors and committee members are required to protect confidential information and use it only for authorised purposes connected with Australian QC certification activities.
Feedback, Complaints, Privacy Requests and Contact
Australian QC welcomes feedback and takes complaints, appeals, privacy requests and ethical concerns seriously.
General enquiries: contact@australianqc.com.au
Complaints: complaints@australianqc.com.au
Appeals: appeal@australianqc.com.au
Impartiality, conflict-of-interest or management-related concerns: impartiality@australianqc.com.au
Telephone: 1800 879 242 or 03 8368 2159
Privacy access and correction requests
If you wish to request access to personal information held by Australian QC, request correction of your personal information, inform Australian QC of a change to your personal information, request deletion where legally available, or ask Australian QC to restrict further processing where applicable, please contact: contact@australianqc.com.au
Australian QC will respond to privacy-related requests within the period required by applicable law, subject to any legal, contractual, accreditation or certification record-retention obligations.
Financial Continuity Statement
Australian QC maintains financial and operational arrangements to support the ongoing delivery of certification and verification activities in a manner that protects impartiality, competence, confidentiality and service continuity.
Australian QC monitors financial and operational resources through management review, planning and internal governance processes. Where unforeseen circumstances affect operations, Australian QC will activate appropriate continuity and resource planning arrangements, which may include shareholder support where approved, to maintain the integrity of certification activities and client obligations.
Australian QC’s income is derived from audit, certification, verification and related conformity assessment activities within the schemes and services it offers. Where any service is not accredited or is outside an accredited scope, Australian QC will identify this clearly and will not represent it as accredited certification.
Whistleblowing and Ethical Reporting
Australian QC encourages staff, auditors, contractors, clients, providers, participants, representatives and other interested parties to report suspected fraud, misconduct, unethical behaviour, conflicts of interest, referral influence, gifts or benefits, serious breaches of requirements, or conduct that may affect impartiality or public confidence in certification activities.
Reports may be made confidentially. Anonymous reports will be reviewed as far as reasonably possible based on the information provided.
Reports may be sent to: impartiality@australianqc.com.au
General complaints may be sent to: complaints@australianqc.com.au
NDIS-related safeguarding or provider conduct concerns may also be referred to the NDIS Quality and Safeguards Commission: https://www.ndiscommission.gov.au
Concerns about Australian QC’s accredited certification activities may be referred to JAS-ANZ where the matter remains unresolved after three (3) months or where the person is dissatisfied with Australian QC’s handling or outcome: contact@jasanz.org
https://www.jasanz.org
Australian QC will take reports seriously and will review them fairly, confidentially and without retaliation against a person who raises a concern in good faith.
Protecting Human Rights
Australian QC recognises that NDIS audit and certification activities operate within a safeguarding environment and may affect the rights, safety and wellbeing of NDIS participants.
Australian QC is committed to fairness, dignity, respect, cultural safety, accessibility and non-discrimination in the way it conducts certification activities and responds to feedback, complaints, appeals and concerns.
Australian QC expects auditors, personnel and contractors to act respectfully and professionally, and to consider participant safety, dignity and human rights when performing NDIS audit activities.
Australian QC will not disadvantage, discriminate against or retaliate against a person for raising a concern, providing feedback, making a complaint, lodging an appeal or reporting an impartiality or ethical concern in good faith.