Complaints & appeals policy
1. Scope
Anyone may report a concern about a PQUAL-approved entity or certificate via the public form. ATPs and trainers may appeal adverse decisions (rejection, suspension, revocation).
2. Complaint handling
Complaints are acknowledged within 2 business days, assigned a case reference, investigated on evidence, and resolved with a documented outcome. Where a complaint is upheld against an approved entity, outcomes can include corrective action, suspension, or revocation — published where public trust requires it.
3. What suspension means
A suspended institute cannot issue certificates; its registry profile and its certificates' verification pages show the suspension clearly. Suspension is an investigative state, not a final finding.
4. Appeals
Adverse decisions carry a 30-day appeal window. Appeals are reviewed by an assessor and admin independent of the original decision, with a decision due within 30 days of filing. Appeal outcomes are final; re-application windows apply.
5. Certificates during suspension/revocation
Certificates issued before a suspension remain visible with an 'issuer under suspension' notice until the investigation concludes. If an issuer's approval is revoked, its certificates' pages state this permanently.