Section 1. Policy

1.1) It is the Policy of NAPIT to review all complaints with impartiality.

1.2) Complaints will be handled in a timely and clear manner and an appropriate outcome to ensure compliance against the relevant standards will be determined.

Section 2. Who can raise a complaint with NAPIT?

2.1) A complaint may be made by any person who has had work completed by a Member who is certified for the relevant scope of work at the time (“A Consumer”).

Section 3. When can NAPIT handle a complaint?

3.1) The Complaint Process will apply when a company certificated by NAPIT has been contracted or subcontracted to carry out work covered by the scope of their certification.

Section 4. How to raise a complaint with NAPIT

4.1) Complaints against Members must be submitted using the complaints form found here.

Section 5. How will NAPIT handle a complaint?

5.1) Once the complaint has been received by NAPIT, receipt of the complaint will be acknowledged to the Consumer / Consumer Representative within 5 working days.

Section 6. Where a complaint is outside of the company's remit

6.1) Where a complaint is outside of the company's remit, guidance will be provided on alternative bodies or procedures which may be able to assist.

Section 7. Situations that can hinder or delay a complaint resolution.

7.1) The extent to which NAPIT can help in certain circumstances can vary and any situations that will delay or hinder a complaint resolution will be communicated accordingly.

Section 8. The company's commitment to the consumer / consumer representative

8.1) NAPIT commits to managing all complaints effectively and in accordance with this Complaints Policy.

Section 9. Consumers/Consumer Representatives’ Commitment to NAPIT

9.1) Consumers/Consumer Representatives’ commit to being respectful to NAPIT personnel and representatives.

Section 10. Privacy Policy

10.1) NAPIT will handle all personal data in accordance with current Data Protection legislation and the NAPIT Privacy Policy.

Section 11. How to raise a complaint against how the company is handling of the complaint

11.1) In order to raise a complaint regarding the company's handling of the complaint, it must first be raised to the complaint Handler assigned to the case.