Feedback and Complaints

JAS-ANZ is committed to improving our services and welcomes any comments or complaints that our stakeholders may wish to offer in relation to the services we provide.  It helps us to identify anything that we do well, or need to improve.

These services include the activities of Conformity Assessment Bodies (CABs) of which JAS-ANZ must ensure that CABs action complaints in a timely manner. Complaints that are not addressed within an agreed timeframe by a CAB can be referred to JAS-ANZ.

JAS-ANZ encourages your feedback so that we can work together to resolve your concerns and complaints in a constructive and timely manner. Should you have any comment or complaint, please take the time to inform us, so that we can deal with the matter as expediently as possible.

As part of our commitment to complaints handling we support the following:

• People have the right to provide feedback or make a complaint
• Before JAS-ANZ will accept a complaint against a JAS-ANZ accredited CAB, the complaint must first have been raised with the CAB, and the CAB be given a reasonable length of time within which to resolve the issue
• Complaints will be acknowledged
• Complaints will be accurately recorded
• Complaints will be dealt with fairly, promptly, confidentially and without prejudice
• The complainant will receive clear information on the progress of the complaint together with the final outcome of the investigation

How do I make a complaint?

Complaints can be submitted in a letter, fax or email or by telephoning JAS-ANZ. JAS-ANZ's contact details are available here.  You may contact JAS-ANZ directly or via an advocate. If you wish to remain anonymous, a JAS-ANZ staff member may record your details and ask you to substantiate your complaint with documentation.

You must be able to support your complaints with evidence and show that all attempts have been made to resolve the issue at the lowest level before contacting JAS-ANZ.

What happens then?

You will receive an acknowledgement of your complaint within 14 working days if your comment or complaint is received in writing.

Your comment or complaint will be kept strictly confidential within JAS-ANZ and will only be seen by appropriate JAS-ANZ staff members and those involved in the complaint. Where possible all names will remain confidential however the details of the complaint may have to be shared, with your approval, in order to resolve the problem.

Your comment or complaint will be investigated and you will be informed of what action has taken place to ensure that everything has been resolved in the best way possible for all concerned. You will receive feedback on a regular basis until a complaint is resolved.

What if I am still not happy?

When you receive a letter of response from JAS-ANZ, you will be asked to complete a feedback form asking if you are satisfied with the outcome.

If you are dissatisfied with the outcome, the matter will be re-investigated by the appropriate Action Officer.

CAB’s have the right to appeal any decisions made by JAS-ANZ through an appeals process.  Procedure 9 (below) outlines the appeals process.

Procedure 9 - Appeals (1.4 MB)

Submitting a Complaint

Procedure 12 - Complaints (1.8 MB)