Feedback & Complaints
Your feedback matters. We handle every complaint with fairness and transparency.
Feedback & Complaints Policy
A complaint is an expression of dissatisfaction, other than an appeal, by any person or organisation to Max Acerna, relating to its activities where a response is expected. Complaints can be made against MAX operations and procedures, an auditor, expert or member of staff, the process of auditing, or misuse of certification status.
The complaint must be made in writing with complete details of the complainant (Name, Address, Organisation, etc.) and description of the problem along with evidence. GM (Tech.) will acknowledge the complaint within ten days (excluding postal time) with a brief note on the approach and approximate time required.
On receipt, MAX examines whether the complaint relates to its certification activity. If MAX is responsible, it is registered in the complaint register and a time frame is agreed with the complainant. GM (Tech.) arranges a detailed investigation by an independent review team not previously involved in the subject of the complaint.
If a complainant is dissatisfied with the outcome, the complaint may be escalated to GAB. Complaints not closed within the agreed timeframe are escalated to MAX's top management to ensure appropriate priority, and to GAB if not closed within three months of that timeframe.