Complaints against DLCS are fully recorded, investigated and resolved. Following receipt, the complaint will be acknowledged to the complainant (via post, phone or email) if the complaint cannot be resolved immediately. The complaint will then be forwarded to the Certification Accreditation Manager for acknowledgement, investigation and resolution. Complainants will be treated courteously and be kept informed of the progress of their complaint throughout the process. The Certification Accreditation Manager will formally and promptly respond to each complaint after investigating and advising any actions taken to resolve it and timeframe to implement the action. If the complainant accepts the proposed decision or action, the decision or action will be carried out and recorded. If the complainant rejects the proposed decision or action, the complaint may be referred by the complainant to JAS-ANZ. If the complaint is not resolved within the agreed timeframe, the Certification Accreditation Manager will escalate the complaint to Operations Director. If the complaint is not resolved within three months of the agreed timeframe, the Certification Accreditation Manager will escalate the complaint to JAS-ANZ.
Persons who formally make an Appeal to DLCS against its certification decisions receive due consideration of their Appeal. Once the Appeal is received, the person will be advised of the conditions of appeal which is to include a $1,500 fee for costs associated establishing the Appeal Committee. The Appeal Committee will then be initiated and the names of the Appeal Committee are forward to the appellant for information. The appellant is invited to attend the Hearing and is given notice of the Hearing date, time and place. If the Appeal is upheld, DLCS ensures that the recommendations of the Appeal Committee are completed. The appellant is advised of the outcome and receives a refund of the $1,500. Should the appeal not be upheld, the costs of the appeal are calculated and recorded. Where the costs exceed $1,500, an itemised invoice is created and forwarded to the appellant or entity making the appeal.