Client Feedback Policy and Procedure

BSI is committed to providing an efficient and responsive service to our clients and stakeholders. While every effort is taken to meet the high standards expected of us, sometimes things can still go wrong. When this occurs we need to be informed so that every effort can be made to put things right and prevent further shortcomings in the future. One of the ways in which we are committed to this and to continuing to improve our service to you and others, is by listening and responding to your complaints, compliments and comments.

We hope there will be times when we exceed your expectations and you want to share the positive experience you have had with us. We are always pleased to receive your positive comments as it is useful for us to know when we have done a good job so that we can promote good practice throughout our organisation and give credit to our people where credit is due.

We want to provide you with the best possible experience and be fully satisfied with the products and services you receive from BSI. If you are not and have a complaint, then we want you to tell us as soon as possible.  

We will:

  • Acknowledge your complaint within 2 working days
  • Investigate it and respond as quickly as possible with a target of responding within 21 working days
  • If it is not possible to respond to your issue within 21 working days we will explain why and give you a date by which you can expect a full response
  • When we contact you, we will also advise you what to do if you are not satisfied with our response

You may want to pass comments to us about things like our products, services, website etc. We are always pleased to receive these comments as they help to guide and enhance our offerings.

All feedback provided will be recorded within our customer feedback recording system, will be treated confidentially and in line with BSI’s privacy policy. It will be reviewed and monitored monthly by management, to identify and implement improvements for our stakeholders.

How to give us your feedback

Attention: Technical & Operations ANZ

Suite 1, Level 1
54 Waterloo Road,
Macquarie Park NSW 2113



Information that would help us to deal with your feedback
In order to respond to your feedback, please provide as much of the following information as possible when you contact us:

Title & Name
Company Name if appropriate
Telephone Number (including dialling code)
Email Address
Customer account number (if known)
BSI committee reference if appropriate

Type of feedback:
Complaint (first complaint or a follow up to a reply you were not satisfied with)

A clear description of the feedback

If you have any certification enquiries, please email Compliance and Risk on