HOW TO REGISTER A COMPLAINT OR APPEAL ?!

You can register a complaint or appeal by completing the form available under the contact us feature in our website which will be submitted to our concerned department. Or, you can contact AQS directly and submit your complaint. THE COMPLAINTS AND APPEAL PROCEDURE: It is AQS policy that complaints and appeals shall be handled within a reasonable timescale and as transparently as possible, whilst fully respecting principles and requirements of confidentiality and impartiality and will not result in any discriminatory actions. Address the complaint or appeal to the AQS office (please refer to definitions to differentiate a complaint from an appeal). To assist in this process, complaints and appeals must be substantiated with objective evidence as far as possible and accurate descriptions of locations, dates and people involved. The recipient of the complaint or appeal will acknowledge the receipt and will assure you that the matter will be investigated fairly and thoroughly. Acknowledgement is normally sent within one working day of reception. All those incidents are registered in a special log in our database where they are thoroughly investigated under the responsibility of the concerned office and the supervision of the department manager. The results of the investigation are then communicated to the client or any other stakeholder by the concerned office to which the complaint or appeal was addressed. This is normally done within the following thirty calendar days, provided that all the documentation and information needed for the investigation was received. In case you were not satisfied with our investigation’s results, you will be asked to submit a request for reconsideration which will be investigated by another manager with higher level.