Complaints Handling Policy

This policy applies to complaints about our services, our conduct, or a certification decision we have made. It does not limit any statutory right you have, including any right to seek review of a decision or to complain to the regulator.

Please make your complaint in writing where possible, so we have a clear record. Include:

• Your name and contact details;
• The project address and any certificate, application or reference number;
• A clear description of your concern and what has happened; and
• The outcome you are seeking.

You can send your complaint to info@faheycert.com.au, by post to Wallsend NSW 2287, or call us on 0456 762 048 to discuss it.

1. 01Acknowledgement: we aim to acknowledge your complaint within 5 business days of receiving it.
2. 02Assessment: we review the complaint to understand the issues and what information we need.
3. 03Investigation: we look into the matter impartially, considering the relevant records and any applicable requirements.
4. 04Response: we aim to provide a response within 21 business days. If a matter is complex and will take longer, we will tell you and keep you informed of progress.
5. 05Records: we keep a record of the complaint and how it was resolved.

We handle complaints impartially and in keeping with our duty to act independently and in the public interest. Where a conflict of interest arises, we will manage it appropriately.

If you are not satisfied with our response, you can refer a complaint about a registered certifier to Building Commission NSW, the NSW Government regulator responsible for building certifiers. Its certifier complaints process, including the online complaint form, is published at nsw.gov.au/housing-and-construction/appointing-a-certifier/complaints. Complaints about how we handle your personal information can be referred to the Office of the Australian Information Commissioner (OAIC) at oaic.gov.au. Nothing in this policy affects any other right you have at law.

We will treat you courteously, keep your complaint confidential except as needed to investigate it, and not disadvantage you for making a complaint in good faith.

To raise a complaint, contact Fahey Certification Pty Ltd at info@faheycert.com.au or 0456 762 048.