Complaints & Appeals
AQX provides a defined route for raising service complaints, certificate-record questions, misuse concerns, and appeals against certification-related decisions.
Clear rules for applicants, certificate holders, buyers, and relying parties.
These pages are written to support practical use: what AQX expects, what the holder may claim, how concerns are handled, and what information should be sent when clarification is needed.
Complaints
Use this route for service issues, communication concerns, certificate misuse concerns, or problems with a published record.
Appeals
Use this route when an applicant or holder disagrees with a certification decision, scope decision, suspension, withdrawal, or refusal.
Record review
AQX reviews the application, evidence, communication history, decision criteria, and any new information submitted.
Written outcome
The response explains the outcome or next step, such as correction, clarification, further evidence request, or maintained decision.
How AQX handles this governance topic.
Receive
Submit the issue with company name, certificate ID or application ID, and a clear description.
Classify
AQX acknowledges the matter and identifies whether it is a complaint, appeal, misuse concern, or clarification request.
Review
Relevant records are reviewed by personnel not directly conflicted with the issue where practicable.
Respond
AQX communicates the outcome and records any correction or follow-up action.
Important note
Appeals should include the specific decision being challenged and any evidence the applicant believes was missed or misunderstood.
For certificate-specific questions, include the holder name, certificate ID, scope wording, and the reason the record is being reviewed.
Submit Details