Public Meeting | 9am Tuesday, 15 December 2020 

Complaints and appeals process

We take all complaints and appeals very seriously and will work with you to resolve any issues promptly. We aim to handle all complaints and appeals fairly, efficiently and effectively. We evaluate all complaints and appeals against our own policies, procedures and operating standards, and take every opportunity to learn and improve.

Submission

Issues or concerns should be raised in writing and submitted by email to complaints@asurequality.com attaching any supporting evidence to the email.

Please include the following info:

  • What happened
  • How it impacted you and your business
  • What sort of resolution you would like

Investigation

When we receive your submission it will be recorded and allocated a case number. Then we will assign it to the most appropriate member of our staff to contact you. They may need further information or clarification for their investigation.

We take confidentiality very seriously and treat all complaints and appeals without prejudice. We ensure complaints and appeals are overseen by a person who is impartial to the service and/or conduct in question. They will also have the technical knowledge to fully investigate what has happened and the subsequent impact.

Response

Complaints and appeals will be resolved with a written response from AsureQuality that includes details of the investigation, root cause analysis, corrective actions and any preventative measures that may be put in place. Where it is not possible to respond fully within a reasonable amount of time, progress updates will be communicated with you.

What if the response I receive is not satisfactory?

Forward the response to complaints@asurequality.com with your commentary of what is not accepted. We will then escalate the case for peer review and get back to you with our findings.

Contacting us

If you would like to speak with one of our team please contact us on 0508 00 11 22