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  • AAI Complaints Policy and Procedure

    Adventure Accreditation International is committed to fairly handling complaints about its services and products. Any complaint will be investigated thoroughly and dealt with according to the merit of the complaint.

    The circumstances and results of any complaint are analysed by senior management for their implications and acted on appropriately so as to remove any grounds for future complaint by improving functions.

    Making Complaints

    Complaints may be made by email to

    Recording and Resolution of Complaint
    -  All complaints are recorded.
    -  AAI investigates the complaint.
    -  Clients are notified of the outcome of the complaint within a reasonable time frame.
    -  All complaints, resolution and improvement action are filed and recorded.

    Dissatisfied Outcome
    -  Should the client not be satisfied they may seek arbitration by a third party acceptable to all parties to the grievance.
    -  If the complaint is not satisfactorily resolved within 60 days from the occurrence of the complaint, the client may request AAI to seek the services of a third party.
    -  Arbitration will be undertaken when both AAI and the client agree on a third party.
    -  If the complaint/grievance is still unresolved, the client will be advised of external organisations of appeal.

    Publishing Complaints Policy and Procedure
    Adventure Accreditation International publishes its complaints policy and procedure to clients on the AAI website.