Escalation Policy

IAQG Authentication aims to provide professional customer service and to support authentication-related requests from auditors worldwide to the best of our ability, in alignment with IAQG requirements, policies, and procedures. This policy outlines a way you can submit a complaint or escalate your support request for review by the IAQG Authentication management team.

Issues NOT handled by this policy:

For rejected authentication applications or decisions to suspend/terminate your authentication, please follow the procedure outlined in our Appeals Policy.
For technical issues using our website, such as being unable to submit an authentication application, please submit a Support Ticket on our IAQG Training and Authentication Help Desk to request Technical Support.
For complaints related to IAQG official requirements, regulations, or policies in general, not specific to any interactions with IAQG Authentication or its personnel/systems, please submit a Feedback Ticket to the necessary IAQG Stakeholders within OASIS. (IAQG Authentication is NOT able to offer interpretations of IAQG AQMS and other standard requirements.)
For complaints related to actions taken by other auditors or other stakeholders within the IAQG Certification Scheme (CBs, audited clients, etc.), please submit a Feedback Ticket in OASIS following the requirements outlined in IAQG’s 9104/1 standard.

For other kinds of concerns not suitably addressed via the normal support process, you may request your situation be escalated to the IAQG Authentication Management Team. You may do this via one of two ways:

If you already have a Support Ticket in our IAQG Training and Authentication Help Desk, you may ask the agent to escalate your existing request. Your support request will then be assigned to our Escalation Team.
You may submit a new Support Ticket in our IAQG Training and Authentication Help Desk and categorize the request as “Complaint/Escalation.” These support requests will be assigned directly to our Escalation Team. Please note that escalation tickets must be submitted through our website (in writing) and not over the phone.
- NOTE: In the event you submit a ticket directly to the Escalation Team but it does not appear to have already gone through the normal support process, it may be reassigned to the Customer Support Team for initial triage. The escalation process is only for cases that have already gone through the regular support process once.

The Escalation Team’s goal is to review and provide an initial reply to all escalated tickets within 5 business days, and to resolve any concerns within 10 business days. If we are unable to meet this expectation, we will notify you. We will address all complaints in an impartial manner, in alignment with IAQG requirements. Complaints will not result in any discriminatory action taken against you.

In the event the escalation process is not able to resolve the issue to your satisfaction, you may be eligible to submit an official Appeal Request.