Policy
Appeals procedure
A fair pathway for applicants and certified organisations to request review of eligible certification decisions.
Certification at a glance
A controlled assessment pathway
- Scope defined before assessment
- Evidence reviewed against applicable requirements
- Audit conducted where required
- Decision made by authorised personnel
Current certification activities are for the Australian domestic market. Requirements depend on the proposed scope and supporting evidence.
Public policy
Appeals should be impartial, time-bound and documented
Appeals are handled through a documented review pathway with conflict-of-interest controls and recorded outcomes.
Eligible decisions
- Appeals may relate to refusal, suspension, withdrawal, scope limitation or another certification decision identified in Prime's approved procedure.
- An appeal identifies the decision being challenged, the reasons for review and the evidence the appellant wants considered.
- Operational enquiries and service complaints use the complaints procedure unless they challenge a certification decision.
Review controls
- Appeals are reviewed by personnel who were not responsible for the original decision wherever practical.
- Conflicts of interest are declared and recorded before an appeal reviewer is assigned.
- The certificate status during review is communicated and reflected in the certificate lifecycle history.
Decision and record
- Appeal outcomes include reasons and any required next steps, such as reassessment, corrective action or confirmation of the original decision.
- Prime preserves appeal records, evidence reviewed, reviewer identity and the final decision for governance purposes.
- Appeals are not used to publish confidential audit evidence or private information in the public certificate registry.