Complaints & Appeals
A safe place for complaints and appeals
HQAI is committed to maintaining the highest standards of quality assurance. We welcome feedback and are open to addressing concerns or disagreements. Our processes are underpinned by guiding principles, including impartiality, confidentiality, safety and well-being. To ensure fairness and transparency, we have established clear processes for appeals, complaints and third-party observations of interest (TPOI). We handle every case fairly, confidentially and with your safety in mind.
Understanding which process is right for you
- Does your organisation wish to file an appeal against an audit decision?
- Do you have a complaint against HQAI staff, contracted personnel (including auditors), interns, volunteers and members of HQAI governance bodies?
- Are you unhappy with the conduct of an audited organisation or their staff? Then is it a TPOI (Third-party observation of interest)
Read more about each process below, then submit your appeal, complaint or TPOI.
1.Your organisation was audited and you disagree with an HQAI decision → Appeal
The Process In A Nutshell
Who can appeal? Organisations that disagree with a quality assurance decision can appeal.
How to appeal?
- Submit a written appeal within 14 working days of receiving the final audit outcome or the decision you are appealing against.
- Clearly explain the reasons for the appeal based on the specific decision made.
- Send the appeal to HQAI's Executive Director at appeals@hqai.org.
2. You are unhappy with how someone from HQAI behaved (staff, auditor, board member) → Complaint
The Process In A Nutshell
Who can complain? External stakeholders can complain about the behaviour or conduct of HQAI staff, contractors (including auditors), interns, volunteers, or governance body members.
How to complain?
- Report the issue to HQAI using the designated channels below.
- Provide details about the complaint, including who was involved, when it happened, and what occurred.
HQAI offers the following confidential channels:
- Calling our telephone line: +41 (0)22 566 1399
- Emailing us at complaints@hqai.org
- If your complaint or internal grievance is serious and involves a safeguarding issue, you can also contact HQAI's Safeguarding Focal Point at safeguarding@hqai.org
- If you wish to remain anonymous, use the Anonymous Complaint Submission Form at the end of this page.
HQAI may not consider complaints that are deemed frivolous, malicious, or vexatious and may pursue legal action or seek payment for costs incurred.
3. You have a concern about an organisation HQAI audits → Third-Party Observation of Interest (TPOI)
The Process In A Nutshell
Who can file a TPOI? External stakeholders can file a TPOI about about the activities of an organisation audited by HQAI, or the conduct of that organisation’s personnel.
How to submit a TPOI?
- Submit the issue to HQAI using the designated channels below.
- Provide details about the case, including the name of the organisation or individuals the TPOI is about and how the concern relates to the quality assurance work of HQAI .
HQAI accepts TPOIs though its complaint channels:
- Calling our telephone line: +41 (0)22 566 1399
- Emailing us at complaints@hqai.org
- Or via bilateral communication to an HQAI auditor or staff member.
Without impartiality, we can't be fair. Impartiality is really at the centre.
Gerrit Marais, Ex-Chair of ACB, February 2024
If you wish to submit an anonymous complaint
Anonymous Complaint Submission Form