How to raise a complaint with CAQA Certified and how to appeal a certification decision.
This Complaints and Appeals page explains how CAQA Certified, part of CAQA Groups and a Career Calling International Pty Ltd (ABN 53 162 651 238) initiative, receives, investigates and resolves complaints, and how applicants and certified organisations can appeal a certification decision. A certification program is only credible if the people it affects can challenge it, so this process is free to use, documented, and handled wherever practicable by people who were not involved in the matter being questioned.
The process is open to everyone this website serves: businesses and organisations that have applied for or hold one of the twelve certification marks; the customers, procurement teams and members of the public who rely on the public register; and anyone who uses this website’s services - mark information, the application pathway, verification searches and the newsletter.
Send your complaint to info@caqa.com.au, call 1800 266 160, use our contact page or write to 2/10 Lawn Court, Craigieburn, Victoria 3064. Privacy complaints may also be sent directly to our Privacy Officer at complaints@careercalling.com.au. Include what happened, when, who was involved, what outcome you are seeking and any supporting documents. There is no fee for complaining or appealing, and no payment of any kind is taken through this website - certification fees themselves are invoiced separately, as explained in our Website Terms of Use.
An applicant or certified organisation may appeal a decision to refuse certification, to impose conditions, or to suspend or withdraw a mark. Appeals must be lodged in writing within twenty business days of the decision, setting out the grounds and any evidence relied on. An appeal is considered by a reviewer independent of the original decision, who may confirm, vary or overturn it; where the founding entry or a related-party matter is involved, the reviewer is at arm’s length from CAQA Groups, consistent with the program’s integrity commitments. We aim to decide appeals within twenty business days, and the register is corrected immediately where an appeal succeeds.
This page is general information rather than legal advice. Complaints about a certified organisation’s products or services - as opposed to its use of a mark - are usually best raised with that organisation or the relevant consumer regulator; what we can examine is whether the organisation continues to satisfy the criteria of the marks it holds.
If you are dissatisfied with our response, you may raise the matter with Consumer Affairs Victoria or the Australian Competition and Consumer Commission for consumer issues, the Office of the Australian Information Commissioner for privacy concerns, or the Australian Human Rights Commission for disability-access concerns.
We keep a register of complaints and appeals, their outcomes and the improvements they prompt; de-identified themes inform the periodic review of the Certification Mark Rules.
info@caqa.com.au · 1800 266 160 · contact page · 2/10 Lawn Court, Craigieburn, Victoria 3064.
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