Complaints & Appeals

Our commitment

Bizlify is committed to conducting its inspection activities competently, impartially and consistently.

We welcome feedback about our services and maintain processes for handling complaints and appeals fairly and objectively.

Submitting a complaint or appeal will not result in discriminatory action against the person or organisation making the submission.

Complaints

A complaint is an expression of dissatisfaction relating to Bizlify's inspection activities, services, personnel or associated processes where a response or resolution is expected.

A complaint may relate to matters such as:

• the conduct or administration of an inspection;
• communication or service provided by Bizlify;
• timeliness or handling of inspection activities;
• concerns regarding Bizlify personnel or processes; or
• other matters relating to Bizlify's inspection services.

Appeals

An appeal is a request for Bizlify to reconsider an inspection conclusion or decision.

An appeal may be submitted where a client or other relevant party believes that an inspection conclusion or decision should be reconsidered.

Appeals are handled impartially. The decision on an appeal will be made or reviewed by a competent person who was not involved in the original inspection activity or decision.

Where Bizlify cannot provide sufficient independence internally, a competent and impartial external person will be appointed to review the appeal.

How to submit a complaint or appeal

Complaints and appeals should be submitted in writing by email.

Please provide, where applicable:

• your name and contact details;
• organisation name;
• relevant project, property or inspection reference;
• whether the submission is a complaint or an appeal;
• a description of the matter;
• the inspection decision or conclusion being appealed, where applicable;
• relevant dates;
• supporting documents, photographs or other evidence; and
• the outcome or resolution being requested.

Submission method: Email complaints@bizlify.com

What happens after submission

Bizlify will:

1. acknowledge receipt of the complaint or appeal;
2. review the submission and determine whether it relates to Bizlify's inspection activities or services;
3. gather and review relevant information and records;
4. investigate the matter as appropriate;
5. maintain impartiality in the review and decision-making process;
6. communicate progress where appropriate;
7. communicate the outcome to the submitting party; and
8. record and follow up any actions arising from the review.

Where a complaint or appeal identifies a potential nonconformity, Bizlify may initiate its corrective-action process.

Impartiality

Complaints and appeals will be handled objectively.

Personnel directly involved in the activity or decision being appealed will not make the appeal decision.

Where sufficient independence cannot be achieved internally, Bizlify will appoint a competent and impartial external person.

Submission, investigation and decision on a complaint or appeal will not result in discriminatory action against the submitting party.

Confidentiality

Information relating to a complaint or appeal will be handled in accordance with Bizlify's confidentiality and information-protection requirements.

Information will only be shared with personnel or other parties who require access for the review, investigation or resolution of the matter, except where disclosure is required by law or applicable regulatory obligations.

Records and corrective action

Bizlify maintains records relating to complaints and appeals, including relevant correspondence, review activities, decisions and actions arising from the process.

Where investigation identifies a nonconformity or improvement opportunity, the matter may be referred to Bizlify's corrective-action or improvement process.