Complaints & Appeals
Understanding the Process
HQAI is committed to maintaining the highest standards of quality assurance. We welcome feedback and are open to addressing concerns or disagreements. Our complaints and appeals processes are underpinned by guiding principles, including impartiality, confidentiality, safety and well-being. To ensure fairness and transparency, we have established clear processes for both appeals and complaints.
2 things you should read before filing a disagreement
What is an Appeal?
An appeal is a formal contestation by an audited organisation against the quality assurance decision made by HQAI. An appeal is filed by the organisation directly concerned with the quality assurance decision. A quality assurance decision refers to one or more of the following:
i) Refusal by HQAI to accept an application
ii) Refusal by HQAI to proceed with an assessment
iii) Corrective action requests or identified weaknesses arising from an audit
iv) Changes in audit scope
v) Decisions to deny, suspend or withdraw certification, or decisions that levels of compliance with other regulations are not attained
vi) Any other action that impedes the attainment of certification or independent verification
What is a Complaint?
A complaint is a formal report about a perceived or real issue raised by an individual, group, organisation, or community. It indicates 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.
The Appeals Process
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.
Important points:
- There is usually no cost to appeal. If there is a cost, the ACB will inform the appellant about the amount before incurring the cost.
- The appeal is sent to HQAI’s Executive Director but handled by the Advisory and Complaints Board.
- The ACB's decision is final.
- HQAI will use the appeal process to improve its services.
The Complaints Process
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
Important points:
- There is usually no cost to file a complaint.
- Serious complaints may require a more comprehensive investigation.
- Complaints must be from external stakeholders about the behaviour or conduct of HQAI staff, contracted personnel (incl. auditors), interns, volunteers and members of HQAI governance bodies.
- HQAI internal grievances and Third-Party Observations of Interest (observations about the work of an organisation audited by HQAI ) are out of scope and handled separately.
- HQAI will use the complaints process to improve its services.
Frivolous, Malicious and Vexatious Complaints
HQAI may not consider complaints that are deemed frivolous, malicious, or vexatious and may pursue legal action or seek payment for costs incurred.
Frivolous complaints are about minor or trivial matters that can be dealt with through other channels. Malicious complaints are motivated by dishonest intent or aim to cause harm. Vexatious complaints disrupt the complaints handling process.
Without impartiality, we can't be fair. Impartiality is really at the centre.
Gerrit Marais, Ex-Chair of ACB, February 2024
Complaints are welcome
