Complaints Resolution

ACRS aims to protect the integrity of its "Mark" at all times through the delivery of the highest standards of product certification. ACRS therefore treats the matter of complaints resolution very seriously. 

ACRS may consider three types of complaints:

  1. Complaints received by Certified Firms from their customers regarding the performance of materials supplied to a Standard certified by ACRS.
  2. Complaints made to ACRS, normally by users of materials and/or products, in relation to the performance to Standards certified by ACRS;
  3. Complaints made to ACRS by its Certified Firms, or other parties, regarding the performance of ACRS or any of its officers;

In each case, handling and investigation of such complaints is the subject of a formal ACRS procedure.

Complaints will be managed as follows:

Complaints received by Certified Firms from their customers, regarding the performance of materials supplied to a Standard certified by ACRS.

These will be managed according to the specific requirements of the ACRS Scheme and any relevant Standard.

The ACRS Scheme requires each Certified Firm to report all such complaints to ACRS on a periodic basis, with their corrective actions.

Complaints of this nature should be directed to the Certified Firm concerned for resolution. If the complainant is not satisfied by the resolution offered by the Certified Firm, the complainant may then make a written complaint to ACRS, addressed to the Executive Director.

Complaints made to ACRS, normally by users of materials and/or products, in relation to their performance to Standards certified by ACRS.

These are normally made by users of Approved Materials in relation to the performance of Certified Firms.

Complaints of this nature should be in writing directed to ACRS, addressed to the Executive Director.

Please note, ACRS is unable to act on any compliant that is not made in writing and which does not provide specific detail of any shortcoming in the conformity of materials to Certified Standards. 

Complaints made to ACRS by its Certified Firms regarding the performance of ACRS or any of its officers.

In the first instance, please contact the ACRS Executive Director. 

Serious or unresolved complaints

For serious unresolved complaints, the complainant can request an independent review of the complaint by the Complaints Committee of ACRS. This request must be made in writing to, and will be considered by, the Chairman of the ACRS board of directors.