Do you have a complaints policy?

We take complaints seriously and deal with all ‘good faith’ complaints. We have a formal complaints policy which:

1. is fair, open and transparent
2. is systematic and straightforward
3. is confidential
4. ensures we adopt a positive approach when managing complaints, with both complainant and respondent
5. involves JAS-AAS representatives at the appropriate level and right up to the CEO if necessary
6. ensures we deal with complaints in a timely manner.

What is a ‘good faith’ complaint?

We only deal with good faith complaints. These are complaints that meet all these conditions:

• are made only after the complainant has made every effort to resolve the problem before approaching JAS-AAS
• are substantiated with evidence
• are not subject to legal or regulatory or administrative action
• are not based on hearsay
• are not an attempt to discredit or engage in lobbying and/or influencing
• relate to the performance of an JAS-AAS employee or a certification or inspection body we have accredited.

How do I make a complaint?

All complaints must be made in writing to the Chief Executive Officer.

Complete this complaints form and submit it to JAS-AAS.