Complaints and appeals
Our commitment
How we handle your case
Acknowledged within 5 working days
You receive a reference number immediately and a named case handler when we acknowledge.
Resolved within 30 days (target)
We aim to resolve complaints within 30 days and will update you if a complex case needs longer.
Independent handling
Appeals are decided by people who were not involved in the original decision, with no conflict of interest.
Escalation
If you remain dissatisfied, you can ask for review by the Impartiality Committee chair, whose decision closes our internal process.
Complaints
A complaint is an expression of dissatisfaction about AQSCERT's services, an authorised partner, or the conduct of a certificate holder. Anyone can complain — you do not need an account. Complaints about certificate holders are investigated confidentially and may lead to action under our Code of Professional Conduct.
Appeals
An appeal is a request to reconsider a decision about you. Submit it within 30 days of being notified of the decision. You can appeal:
- Eligibility decisions
- Exam results, after a review of marking
- Decisions on reasonable adjustments
- Certification decisions (grant, refusal or deferral)
- Suspension, withdrawal or revocation of a certificate
- Malpractice findings and sanctions
Make a complaint
Tell us what went wrong
Use this form for a tracked reference number. You can also email [email protected]. If you need this form in another format, contact us and we will help.
Read the full Complaints and Appeals Policy.
Complaint form
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