We welcome your feedback – it helps us improve
At IHCA, we are committed to continually improving our services. Your feedback, whether positive or negative, helps us understand what we are doing well and where we need to improve.
We encourage feedback and complaints because they give us the opportunity to resolve issues in a constructive and timely way. If you have a complaint, please let us know in writing so we can address it as quickly as possible.
How to make a complaint – Easy English
If you are not happy with our services, you can tell us.
This is called making a complaint.
You can make a complaint by; calling us on the phone or sending an email or letter.
Complaints are handled by our Service Manager.
We will listen to you.
We will try to fix the problem.
We want you and your clients to be happy with our services.
Our Complaint and Matter Management Principles
We follow clear principles to ensure all feedback, complaints, compliments and matters are managed fairly and consistently.
What is a Complaint?
- A complaint is when someone feels that IHCA Certification’s service is unsatisfactory or unacceptable.
- All complaints are taken seriously. We investigate to determine if the issue is real or perceived, and whether it relates to a system issue.
- A serious complaint is one that poses a risk to our business or people (e.g., WHS risks, accreditation risks, or potential loss of business). Serious complaints are always prioritised for resolution.
- When something is working well and a process or staff member is complimented, we let the team know.
What is a Matter?
- A matter is an issue raised by a Standard Owner or stakeholder that may relate to service concerns or questions.
- Not every question directed to IHCA Certification is considered a matter.
Complaints and Feedback Management
We recognise all complaints and feedback as opportunities to improve our services and uphold impartiality.
Submission: Complaints and feedback can be submitted to our General Manager Certification via email, phone or our website.
Acknowledgement: Complaints are acknowledged within 2 working days, this is known as an initial response.
Review: Investigations are handled impartially by staff not involved in the issue.
Resolution: We aim to resolve complaints within ten working days and communicate outcomes clearly. This is known as an informed response.
Escalation: If you remain unsatisfied, complainants may escalate via our appeals process below.
Improvements: All inputs are recorded and reviewed to support continual service enhancement and innovation.
How to provide feedback?
You can submit  your feedback or complaint through the IHCA contact us page, over the phone, in writing by posted letter, or email using the contact details below:
- Provide feedback through our contact page HERE
- Postal Address: PO Box 764, Toowong QLD 4066
- Telephone: 1800 035 033
- Auditing and Assessments Email: ce***********@*******om.au
- Consulting Services Email: se******@******om.au
You may choose to contact IHCA directly, or you can have an advocate make the complaint on your behalf.
If you wish to remain anonymous, we may still record your details and request supporting documentation to help us investigate. Please note that all complaints must be supported by evidence, and you should first make reasonable attempts to resolve the issue at the lowest possible level before escalating it to IHCA.
Once submitted, our General Manager Certification or Consulting Services Manager will manage the feedback and investigation process. This involves acknowledging receipt of your email and if required an investigation process to provide you with a formal response and outcome.
IHCA maintains a transparent and impartial appeals process to ensure that clients have the opportunity to formally contest decisions made regarding conformity assessment outcomes, including certification, inspection, or testing results.
Submission of Appeal: Clients may submit an appeal in writing within 20 business days of receiving the IHCA’s formal response and decision. The appeal must clearly state the grounds for contesting the decision and include any relevant supporting documentation.
Acknowledgement: IHCA will acknowledge receipt of the appeal within 2 working days, providing the appellant with information on the process, expected timelines, and next steps.
Independent Review: All appeals are reviewed by a Senior Manager not involved in the original decision-making process. The review will be conducted objectively, ensuring no conflict of interest. Additional information may be requested from the appellant to support the review. If necessary, we will convene members of our impartiality panel. The review will be conducted objectively, ensuring no conflict of interest. Additional information may be requested from the appellant to support the review.
Decision and Communication: IHCA will communicate the outcome of the appeal to the appellant in writing within 20 working days of receiving all necessary information. The decision will include a clear rationale and, where applicable, any corrective actions or changes to the original decision.
Recordkeeping and Continuous Improvement: All appeals and their outcomes are documented and retained in accordance with IHCA’s recordkeeping policy. Trends and outcomes from appeals are reviewed periodically to identify opportunities for improvement in IHCA’s processes.