Anyone can raise a complaint about Pak CA, a certified client or our staff. A client can also appeal against a certification decision that affects them.

How to submit

Use the complaints and appeals form. You receive a reference number by email and can follow the progress online. Complaints can also be sent by email or letter.

What happens next

  1. Acknowledgement: we confirm receipt, normally within 2 working days.
  2. Validation: we check that the complaint or appeal relates to our activities.
  3. Investigation: the matter is investigated by people who were not involved in the activity being complained about or in the decision being appealed.
  4. Decision: the decision is made, or reviewed and approved, by a person not involved in the original activity.
  5. Response: we tell you the outcome in writing, normally within 30 days.

Submitting a complaint or appeal never results in discriminatory action against the person who raised it.

Complaints about certified clients

When a complaint concerns one of our certified clients, we examine the effectiveness of that client's management system and decide, with the client, whether and how the complainant is informed.

Confidentiality

The identity of the complainant and the content of the complaint are kept confidential, unless the complainant agrees otherwise or the law requires disclosure.