NAATI’s mission is to set and maintain high national standards for the translating and interpreting sector to ensure a supply of appropriately certified professionals, responsive to the changing needs and demography of Australia’s culturally and linguistically diverse society.
NAATI is committed to providing quality service as part of its mission to deliver a national certification system for the translating and interpreting sector. If you believe that we (or one of the translators or interpreters certified by NAATI) have not delivered in any one particular area, we would like to hear your comments.
Complaints are an important part of reviewing our policies and processes, maintaining and improving our standards and performance. This policy is intended to provide a guide to how NAATI handles complaints.
NAATI considers a complaint to be an expression of dissatisfaction with NAATI’s services, service delivery and any other performance matters relating to NAATI or its staff that you would like NAATI to investigate and resolve.
Complaints should made in writing in English to firstname.lastname@example.org
If this is not possible you can choose to:
If you have a complaint about the performance of a certified translator or interpreter, you should discuss the complaint with the practitioner directly or with the language service provider that employs them. If you are still having difficulty resolving a problem, you can write to NAATI to seek advice.
If you have a complaint about your test results or your test (or assessment), the first step is to request a paid review of your result through your myNAATI account. NAATI will not enter into correspondence about test or assessment results outside of this process.
If you have any other complaints against NAATI’s services, you can provide such information in writing addressed to the CEO of NAATI.
Complaints can be made confidentially but this may prevent us from investigating and resolving the complaint. NAATI will not normally investigate complaints that are based on hearsay or do not contain specific information or evidence. If we need more information to support the resolution of your complaint, we will contact you to discuss further.
NAATI uses the following principles (adapted from ISO/IEC 17024 Conformity assessment – General requirements for bodies operating certification of persons) to guide its handling of complaints:
In terms of the specific process we follow to deal with a complaint, please see section 5.
Once NAATI has received your complaint, in the first five business days, we will:
|Category||Category Description||Complaint Example||Resolution Timeframe|
|Level 1||A Level 1 complaint is a complaint that can be resolved by reference to NAATI’s own records and does not need any further investigation||* Test or assessment costs.|
* NAATI policy (e.g. when refund requests must be refused).
* Recertification criteria or process.
* Test date or application assessment waiting periods.
* Test conditions
(e.g. background noise in test room).
* Minor complaints about NAATI (e.g. delays in responding to emails).
|Within 15 business days|
|Level 2||A Level 2 complaint requires NAATI to undertake additional investigative steps. These may include:|
* revisiting of previous action taken by NAATI;
* informing the certified practitioner about the complaint and seeking their response;
* assessing the conduct of the translator and/or interpreter in light of the AUSIT or ASLIA Code of Ethics; and/or
considering whether there is a need to make any changes to NAATI practices and procedures.
|* Conduct of an endorsed qualification institution.|
* Quality of services provided by a certified translator and/or interpreter.
Unethical conduct by NAATI or a NAATI certified translator and/or interpreter
|Within 60 business days|
|Level 3||A Level 3 complaint is a complaint where the issues are of such seriousness that they:|
* Warrant the involvement in the investigation of the Chief Executive Officer or Manager, National Operations
* Require the appointment of an external investigator;
* Require referral to an external agency (e.g. Australian Federal Police, Department of Home Affairs); and/or
Require disciplinary action such as suspension or revocation of NAATI credentials.
|* Complaint alleging illegal conduct by a NAATI certified translator and/or interpreter or multiple instances of unprofessional conduct.|
* Significant misconduct by NAATI or its examiners or reviewers (e.g. racial discrimination, significant conflict of interest).
|Within 100 business days|
If your complaint is classified as a Level 2, NAATI will:
Where a Level 2 complaint involves a certified translator and/or interpreter, NAATI will:
NAATI may also counsel or recommend specific professional development as a consequence of resolving the complaint. In most cases, NAATI will not provide details to the complainant of exactly what disciplinary action (or not) is taken – only that NAATI is satisfied the matter is resolved.
If your complaint is classified as a Level 3, NAATI will:
Where a Level 3 complaint involves a certified translator and/or interpreter, NAATI will:
Possible disciplinary actions NAATI can take include:
Where disciplinary proceedings occur, NAATI will ensure procedural fairness is accorded to that person. In most cases, NAATI will not provide details to the complainant of exactly what disciplinary action is taken, only that NAATI is satisfied the matter is resolved.
If you are not satisfied with our response to your complaint, you can write to us outlining any supporting evidence or information that was not considered. NAATI will reconsider your complaint based on the new information and provide you with a decision on the matter. Reconsideration of your complaint will be handled by a different staff member that was not involved in the original investigation.
NAATI maintains a detailed register that is regularly analysed by senior management with a Complaints Summary report provided to the NAATI Board of Directors each quarter. NAATI may also adjust its processes and procedures as needed to prevent problems reoccurring.
Where a complaint has been made by a certified translator and/or interpreter, NAATI may also record information about the outcome of the complaint on other operational systems (including our credentialing management system). This information is not publicly accessible.
This policy is to be reviewed by NAATI management and the Audit and Risk Management Committee in line with the Schedule of Policies approved by the Audit and Risk Committee.
This policy was approved by the NAATI Board on 27 August 2021.