Complaints & Appeals
HQAI implements and complies with the auditing principles of impartiality, competence, responsibility, openness, confidentiality and responsiveness to complaints. In other words: we are open to and welcome complaints.
3 things you should read before filing a complaint:
A complaint is a report about a perceived or real issue raised by an individual, group, organisation or community. A complaint is negative inasmuch as it reports a level of dissatisfaction, discontent or concern with the conduct or behaviour of HQAI staff, contracted personnel (including auditors), interns, volunteers and members of HQAI governance bodies.
An appeal is the formal contestation by an audited organisation against the quality assurance decision made by HQAI.
The principle of subsidiarity requires that complaints should be dealt with at the most immediate level that is consistent with their resolution. To this effect complainants are required first to voice their complaint directly with the stakeholders involved. Once this option is exhausted (not successful or not feasible), the complainant shall file a formal compliant with HQAI.
Without impartiality, we can't be fair. Impartiality is really at the centre.
Gerrit Marais, Ex-Chair of ACB, February 2024
In full transparency.
The following documents rule HQAI complaint and appeal processes. Please read them carefully and reach out at any time should you have questions: contact@hqai.org
To file a complaint:
HQAI Complaint Policy
HQAI Complaint Procedure. The procedure is under review. In the meantime please write to complaints@hqai.org to obtain detailed information on how to file a complaint.
File a complaint to complaints@hqai.org
HQAI has designated a focal point to address issues related to sexual exploitation, abuse and harassment (SEAH) in collaboration with the Advisory and Complaints Board (ACB).
Complaints are welcome.
