If you are unhappy with the service you have received from NAATI you are entitled to make a complaint, have it considered and receive a response from NAATI. 

(i) Lodging a Complaint
The first stage of NAATI’s complaints procedure is ‘Local Resolution’, for example, if you are unhappy with service provided by the office, have not received products purchased from the office, complaints about a workshop held in the state etc, your complaint should be made in the first instance to the NAATI Office Manager in your State or Territory. Local resolution aims to resolve complaints quickly and as close to the source as possible.

If you are unhappy with the outcome of the local resolution and wish to continue with a more formal complaint, you can do this by explaining the reasons for your complaint in a letter or e-mail, or by completing NAATI’s Complaints Form and sending it to NAATI’s National office. Complaints must be lodged within three (3) months of the initial event.

If your complaint is regarding accreditation, overseas testing, the Practitioner’s Directory, NAATI News etc, please contact NAATI’s National office on 1300 557 470.

(ii) NAATI Response to a Formal Complaint
NAATI takes all formal, written complaints seriously and they are acknowledged in writing and will endeavour to resolve the matter as quickly as possible. Each formal complaint will be investigated and assessed by NAATI, you will receive written notification of the outcome.