Submit a Complaint, Appeal, Compliment or General Feedback

This form is intended for members, certification applicants, members of the public, regulatory or accreditation bodies or other interested parties to submit complaints, appeals, compliments or general feedback related to APA certification, inspection or testing services. All submissions are reviewed in accordance with APA’s procedures and accreditation requirements under ISO/IEC 17020, 17025 and 17065. Additional information may be requested as part of the review process.

• Complaints - All complaints are evaluated in a fair, impartial and systematic manner. Complaints can be submitted anonymously. APA reviews each submission to determine whether the concern is justified based on available evidence, applicable standards and internal procedures. If a complaint is found to be justified, appropriate corrective actions will be identified and implemented to address the issue and prevent recurrence.

• Appeals - All appeals are handled through a formal, impartial review process. Appeals cannot be submitted anonymously. Upon receipt, APA will evaluate the appeal by reviewing relevant information, records and applicable requirements. The review is conducted by qualified individuals who were not involved in the original decisions. The appellant will be notified of the outcome and the basis for the decisions. If the appeal is upheld, APA will take appropriate corrective action, which may include revising the decisions or conducting further evaluation.

• Compliments and General Feedback - Compliments and general feedback are reviewed and considered as part of APA’s commitment to continuous improvement. Compliments and general feedback can be submitted anonymously. Positive feedback is shared with relevant staff and leadership, while general feedback is evaluated to identify opportunities to enhance services, processes and customer experience.