Complaints and appeals
Our process for addressing concerns about assessments and reviewing assessment outcomes.
Our commitment to fairness
AIGC Australia is committed to fair, transparent, and accountable assessment processes. We recognise that organisations may have concerns about assessment conduct or disagree with assessment outcomes. This page outlines the formal mechanisms available for raising concerns and seeking review.
All complaints and appeals are handled with appropriate confidentiality and are reviewed by personnel who were not involved in the original assessment or decision. Reviewers are selected based on independence, relevant expertise, and absence of conflicts of interest.
Complaints
Concerns about assessment conduct, assessor behaviour, process adherence, or service delivery.
Appeals
Formal requests for review of assessment outcomes, including decisions to deny, suspend, or withdraw a governance assessment.
Complaints process
Submit complaint
Complaints should be submitted in writing via our contact form or email, clearly describing the nature of the concern, relevant dates, and any supporting information.
Timeframe: Complaints should be submitted within 30 days of the matter giving rise to the concern, where practicable.
Acknowledgement
We will acknowledge receipt of your complaint within 5 business days and provide information about the review process and expected timeframes.
Investigation
An independent reviewer not involved in the original assessment and with no conflict of interest will investigate the complaint. This may include reviewing documentation, seeking additional information, and consulting relevant parties.
Timeframe: Investigation is typically completed within 20 business days, depending on complexity.
Resolution
You will receive a written response outlining our findings and any actions taken. Where complaints are upheld, we will implement appropriate remedial measures.
Appeals process
Grounds for appeal
Appeals may be lodged where an organisation believes an assessment outcome was reached in error, based on incorrect information, or did not properly apply assessment criteria. Appeals are not appropriate for disagreements with assessment criteria themselves. Assessment criteria are defined in AIGC's published governance framework.
Lodge appeal
Appeals must be submitted in writing within 30 days of receiving the assessment outcome. The appeal should clearly state the grounds for review and provide supporting evidence or arguments.
Appeal fee: A fee may apply to cover the costs of independent review. The appeal fee amount will be disclosed at the time of lodging the appeal. This fee is refundable if the appeal is upheld.
Independent review panel
Appeals are reviewed by an independent review panel appointed by AIGC, comprising individuals not involved in the original assessment and screened for conflicts of interest. Panel members are selected based on relevant expertise.
Review process
The panel will review all relevant documentation, the original assessment findings, and the appellant's submissions. The organisation may be invited to provide additional information or clarification.
Timeframe: Panel review is typically completed within 30 business days of receiving all required information.
Decision
The panel will issue a written decision with reasons. Possible outcomes include:
- Appeal upheld: Original decision is reversed or modified
- Appeal partially upheld: Aspects of the original decision are modified
- Appeal dismissed: Original decision is confirmed
The panel's decision is final within AIGC's internal processes. AIGC Australia will implement any required actions arising from upheld appeals.
Process safeguards
Independence
All complaints and appeals are reviewed by personnel who had no involvement in the original assessment or decision, ensuring objective evaluation.
Impartiality
Reviewers and panel members are screened for conflicts of interest and must declare any relationships that could affect their objectivity.
Confidentiality
All complaints and appeals are handled confidentially. Information is shared only with those directly involved in the review process.
Timeliness
We are committed to resolving complaints and appeals within the stated timeframes and will communicate any delays promptly. Timeframes may be extended where additional information is required. AIGC will notify parties of any extension.
Summary of timeframes
| Stage | Complaints | Appeals |
|---|---|---|
| Submission deadline | Within 30 days | Within 30 days |
| Acknowledgement | 5 business days | 5 business days |
| Review/investigation | 20 business days | 30 business days |
| Final response | Within 25 business days | Within 35 business days |