Legal Information

Complaints and appeals policy 

We are a friendly team and look forward to chatting with you about any issues that are of concern to your business

If you have an issue that you would like to raise with us, or are unsure about anything to do with our service, please phone us on 1300 402 602

Complaints and appeals

The best practice complaints and appeals procedure has been put in place to ensure that our clients have a fair and unbiased avenue for raising complaints and appeals. If you feel that we have not done our best to satisfy your needs or you disagree with your assessment result, you may use the following avenues to voice your concerns

Complaints relating to our service 

Our team of assessors and administration staff are trained in our procedures to provide you with excellent customer service and act in an ethical and professional manner.

If you are unhappy with our processes or policies we would like to hear about it so we can have the opportunity to improve our policies. In the same way as we expect our certified clients to implement improvement processes, we also implement our own improvement systems.

All complaints may be addressed to the General Manager or Chief Executive Officer through email to complaints@bestpracticecertification.com.au or calling 1300 402 602. All complaints are treated as confidential, and all complaints will be taken seriously and investigated. When your complaint is received it will be formally acknowledged and reviewed by the General Manager or Chief Executive Officer and you will be kept up to date with the progress and outcome.

Appeals against assessment findings

If you disagree with assessment findings or decisions relating to your certification, you should at first discuss it with your lead assessor. If you are not satisfied with the outcome of this discussion then you should contact the Chief Executive Officer at complaints@bestpracticecertification.com.au or call 1300 402 602. The Chief Executive Officer will review your appeal and in most cases organise a meeting to discuss the issue with you.

In managing and reviewing complaints and appeals, the Best Practice Certification assessor/staff member involved will be excluded from the process. Our procedures also ensure that there will be no discrimination and that complaints and appeals will remain confidential.

Quality policy 

Best Practice Certification is committed to the implementation of quality management principals across all levels and policies provided by our organisation.

Quality management objectives have been developed by Best Practice Certification to ensure that we continue to implement, maintain and improve a management system that assists us to provide a high quality of certification policies that are free from bias and are non-discriminatory.

Policies and procedures have been documented to ensure that all Best Practice Certification critical processes are controlled and managed with a philosophy of ‘plan, do, check, act’ in accordance with applicable standards, legislation and accreditation requirements.

The overall objectives of Best Practice Certification include the following:

  • Identify and service the needs of our clients
  • Identify and comply with the needs of our accrediting body
  • Monitor and measure customer feedback to ensure that we maintain positive customer perception
  • Maintain transparency in all certification activities and decision making to ensure impartiality is maintained
  • Provide a service to our clients that achieves positive outcomes and continual improvement.
  • Up-hold the integrity and value of management system certification and assessment to international and Australian standards
  • Best Practice Certification top management have developed this policy to influence and guide the culture of our organisation. Compliance to this policy is mandatory for all staff and contractors

Code of conduct

Best Practice Certification has developed core philosophies as part of our business plan. These philosophies are aimed at maintaining long term customer relations and delivering exceptional certification policies

In order to achieve these philosophies, this Code of Conduct has been developed. The assessment is the face of Best Practice Certification and for this reason all staff and contractors shall:

  • Act professionally, accurate and in an unbiased manner at all times whilst performing Best Practice Certification activities
  • Not represent conflicting or competing interests
  • Not discuss or disclose any information relating to an assessment unless required by law or authorised in writing by the assessor and the assessment organisation
  • Not accept any inducement, commission, gift or any other benefit from the assessor organisations, their employees or any interested party or knowingly allow colleagues to do so.(note: best practice does not consider acceptance of refreshments during the assessment process to be in breach of this requirement)
  • Not intentionally communicate false or misleading information that may compromise the integrity of any assessor
  • Act in a polite manner at all times

Above all, Best Practice Certification place high value in our customer relations. We respect that the client has invited us into their organisation to help them and add value to their business management system processes.

We aim to establish long-term relationships with our clients with care not to lose sight of the bigger picture and our clients as some of our competitors have in the past.

Any breach of this policy by staff shall result in disciplinary action.

Use of logos, marks and certificates

Clients that have been certified by Best Practice Certification may use the Best Practice Certification logo and accreditation symbol on advertising material, stationary, business cards etc, provided that the following conditions are adhered to:

  • Certification and accreditation Marks / Logos may not be used on any product or product packaging unless the certification is to a product certification standard
  • Certification and accreditation Marks / Logos may not be used on any laboratory test results, calibration documents or inspection reports
  • Certification Marks and accreditation Logo must not be used in a way that could mislead the client to perceive the organisation to be certified outside the scope of the certification.
  • Upon suspension, withdrawal, cancellation etc of certification, all marketing material and public information referencing the certification and accreditation must be discontinued
  • Certification Marks and accreditation logos must not be used in a manner that could bring Best Practice Certification into disrepute and loss of public trust
  • If the JAS/ANZ logo is used it must be situated alongside the Best Practice Certification logo. The JAS/ANZ logo must not be used without the Best Practice Certification logo

Failure to meet the conditions stated above will result in the following action:

  • The client shall be requested to rectify inappropriate use of the certification and accreditation by removal of the logos or certificate e.g. removal from product
  • Formal retraction of statements or advertising through the same media, as in inappropriate use. E.g. If the certified client places an advertisement in a magazine misleading their customer to think they are certified for something other than the scope, they shall place an advertisement in the next publication of the magazine retracting the statement
  • Request for corrective action, suspension, publication of the transgression and if necessary legal action
  • In the event that the organisation fails to maintain certification, changes to another provider or cancels certification, the organisation must cease the use of all marks, logos, certificates and public claims relating to the certification and accreditation. This includes removal of existing material containing reference to certification and accreditation.

Should the organisation fail to take appropriate action Best Practice Certification may take action to deal with the incorrect reference to certification status or misleading use of certification documents, marks and logos. Such action may include requests for corrective action, suspension or withdrawal of certification, publication of the transgression and, if necessary, legal action.

If you aware of any organisation in breach of these conditions or you have questions relating to the use of our logos, please contact Best Practice Certification.

Statement of impartiality

Best Practice Certification is an independent Australian company that provides certification policies throughout Australia.

In order to maintain the high quality of our policies, Best Practice Certification ensures that impartiality is maintained without exception whilst carrying out management system certification policies.

We maintain impartiality through managing conflict of interest and ensuring the objectivity of our management system certification activities.

All assessors are assigned to a client by methods that ensure impartiality is maintained. This includes signed declarations by the assessor and detailed review of both the client and assessor.

All Best Practice Certification procedures for carrying out certification activities including assessments, client communication, correspondence and certification decision making have been documented to ensure that conflict of interest does not exist

Where a conflict of interest has been identified and the conflict cannot be removed through the assignment of a new assessor, the certification policies shall not be provided to the client.

Any concerns relating to the impartiality of our certification policies can be directed to the Best Practice Certification General Manager.


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External links to website

You must obtain prior written approval from Best Practice Certification before linking to this website except where:

  • the link contains only the words “Best Practice Certification”;
  • when activated, the link directs the user to www.bextpracticecertification.com.au;
  • the link opens in a full-sized, fully operable browser window not forming part of the linking site screen;
  • the link does not in any way create the impression of endorsement or association of the linking entity with Best Practice Certification, nor attempt to devalue the goodwill associated with Best Practice Certification or its trademarks

Best Practice Certification reserves the right to revoke this consent to link at any time in its sole discretion.

Information provided by you

You warrant that any information or know-how you submit via this website will not be proprietary, confidential, nor violate the intellectual property rights of any party

You further agree that Best Practice Certification may use or deal with any information or know-how received via this website without charge or restriction

You warrant that you shall not, provide any information or materials to Best Practice Certification that are defamatory, threatening, obscene, harassing, or otherwise unlawful.

Kobi Simmat, Chief Executive Officer, Best Practice Certification