AIRS-J/1 · Complaints
Make a complaint. It is handled separately from an appeal.
A complaint may concern service quality, conduct, a delivery partner, an approved instrument, AIR APAC or a certified person. A complaint does not change anyone's certification status. Status changes only through the due process in sections 18.4 to 18.6.
The rules, as written
What the Standard says.
18.7 Complaints. A complaint is distinct from an appeal and may concern service quality, conduct, a delivery partner, an approved instrument, AIR APAC or a certified person. AIR APAC publishes a complaints procedure covering intake, acknowledgement, independent investigation, response times, escalation and aggregate reporting. A complaint does not change certification status except through the due process in Sections 18.4 to 18.6.
The procedure
- Intake. Use the contact page or write to hello@airapac.org. Say who or what the complaint is about, what happened and what outcome you want. You do not need an account, and you do not need to have sat an assessment.
- Acknowledgement. AIR APAC acknowledges the complaint in writing within 5 working days and names who is handling it.
- Independent investigation. Someone who was not involved in the matter investigates. A member with an interest in the matter declares it and does not advise on it (section 17.1). If the complaint is about AIR APAC itself, a review board member who is not involved investigates.
- Response. You receive a written response, with reasons, within 30 calendar days of the acknowledgement. If the investigation needs longer, AIR APAC tells you why and gives a new date before the first one passes.
- Escalation. If you are not satisfied, ask in writing within 30 days of the response for the review board to look at it again. The review board member who reviews it was not involved in the first investigation.
- Aggregate reporting. AIR APAC publishes, each year, the number of complaints received, the themes, how many were upheld, and the changes made. It names no complainant.
If your concern is a decision about your own certification, an access support or a suspension, use the appeals procedure. Complaints about how AIR APAC handles personal data go to privacy@airapac.org.