An institution reviewed by IAQA may request a reconsideration of the review outcome. The appeals procedure demonstrates how the agency processes appeal requests by institutions under review. Its purpose is to ensure the just treatment of institutions and to guarantee that decision-making is fair regarding review outcomes.
This procedure is applicable to any review conducted by IAQA, including IWRs, follow-up reviews, and any other commissioned reviews.
The complaints procedure demonstrates how IAQA processes complaints. Its purpose is to ensure that IAQA can provide the best possible service by committing to working in an open and accountable way. One of the ways in which IAQA continues to improve its services is by listening to the views of stakeholders. This includes responding positively and respectfully to complaints and putting mistakes right.
This procedure is applicable to any complaint which is an expression of an individual’s dissatisfaction with their experience of dealing with IAQA. It may be a personal complaint or a complaint on behalf of the individual’s institution.