Tell us when we got something wrong.
RACS is committed to handling complaints fairly and impartially. We treat every complaint as an audit signal, not a customer-service issue.
Why we take this seriously
As an accredited body under ISO/IEC 17065 and ISO/IEC 17020, we are required to operate a complaints mechanism that is independent from the staff who handled the original file. Every complaint is reviewed by someone uninvolved in the work being complained about.
What happens next
1. Acknowledgement
We acknowledge your complaint within 3 business days, confirm scope, and name the reviewer.
2. Independent investigation
An impartial reviewer not involved in the original file investigates the facts and root cause.
3. Response
We respond in writing with findings, corrective action (if any), and a clear explanation. Target turnaround: 14 business days.
4. Right to appeal
If you are unsatisfied with the outcome, you have the right to escalate to the accrediting body (SASO, GSO, or EGAC as applicable). We provide the contact route.