The regulations define the contract between NQA and its clients outlining:
- key elements of the certification and assessment services
- payment terms and charges
- complaints and appeals process
The Regulations take account of specific criteria of NQA's accreditors including the provision of a complaints procedure and appeals process.
Download important documents
- Regulations Relating to Registration: this document explains the terms and conditions applicable to our management systems certification service.
If you have any questions regarding our Regulations, please direct your question here.
Process for dispute of findings
Periodically, NQA clients have disputes and issues with findings. NQA USA has a process to review and address disputes which typically includes:
Company documenting their issues with the findings and including the reasons why they think the findings/conclusion were not based on all available evidence.
Company will forward the documentation to their Client Service Representative (CSR) who will coordinate review with the NQA Quality Systems Director (QSD).
If necessary, the QSD will discuss the issues with the client and auditor/assessor and determine if additional evidence action is necessary.
The investigation will conclude when a mutually agreeable solution is reached.
Policy on appeals
In more complex situations where issues cannot be resolved, the matter is processed for an appeals hearing. Any person with an interest in the NQA certification or assessment processes including all clients of NQA, USA has the right to appeal against any decision made by NQA at any stage of the process.
NQA, USA maintains a documented process for handling appeals which utilizes the Independent Certification Board, an independent body established to oversee the integrity, impartiality and quality of the NQA certification and assessment processes. In these situations, the ICB establishes an appeals committee that rules on the appeal. Further details may be obtained within the Regulations.
Policy on complaints
NQA, USA maintains a process for receiving, evaluating, and making decisions on complaints. Upon receipt of the complaint, NQA, USA confirms whether the complaint relates to its certification or assessment activities or relates to the activities of a certified client. Complaints received against clients of NQA, USA would normally include an investigation whereby the client is to be informed of the complaint and is to be sent copies of all relevant correspondence with a request that appropriate action be taken by the client.
The complaints handling process includes methods for recording, tracking, validating, investigating, and deciding what actions should be taken in response to the issue. Whenever possible, NQA, USA shall acknowledge receipt of the complaint and shall provide feedback to the complainant on the progress and final outcome. This process shall be subject to requirements of confidentiality, as it relates to the complainant and to the subject of the complaint.
NQA maintains and makes publically accessible a directory of valid certifications. Please contact us to make an enquiry about specific certifications including validity, suspension or withdrawal.
If you have any questions about the Regulations, Payment Terms of rules please contact us.