An Accreditation Requirement or SAA Service

Concerns about accreditation, CPD and training, fees, Scheme requirements or SAA services

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This page sets out a process for how SAA manages complaints about an accreditation requirement, process or service provided by SAA, an SAA registered CPD provider, or the conduct of an SAA employee, contractor or representative. If your concern is about a specific application decision, rectification requirement, demerit points, show cause notice, suspension, revocation or other action taken by SAA, please visit An SAA Decision or Action instead.

You can make a complaint if you are dissatisfied with an accreditation requirement or SAA service, how it has been explained or the assistance you received. When making a complaint, identify the requirement, process, service, provider or person involved and explain what you would like SAA to consider. 

SAA applies a one-year eligibility limit to complaints about SAA requirements, processes or services and generally does not assess matters that occurred more than one year ago. 

If you have a question, need assistance with an SAA process or system, or an update about an existing matter, email enquiriesandcpd@saaustralia.com.au.

Types of requirement or service complaints

SAA’s application process sets out the steps, information and requirements for applying for or renewing accreditation. 

SAA can receive complaints about accreditation applications, renewals, applications for additional accreditation types, installation-limit exemptions and Special Consideration Applications, relating to:  

  • concerns about how an application process operates 
  • how its requirements or expected timeframes have been explained
  • assistance provided during the process.

If your concern is about a specific SAA decision in relation to an application, including an application being rejected or closed, please visit An SAA Decision or Action instead.

SAA operates the Accreditation Scheme in accordance with the Accreditation Agreement, Code of Conduct for Accredited Persons and SAA Technical Requirements (available on SAA’s Scheme Administration web page) that apply to applicants and SAA accredited installers and designers. 

SAA can receive complaints about how a scheme requirement or policy generally operates, is written or has been explained. Please identify the requirement or policy involved and explain your concern. 

Please note that scheme requirements continue to apply while a complaint is being reviewed. If your concern is about a specific SAA decision or action on your application or your accreditation, please visit An SAA Decision or Action instead.

SAA accredited installers and designers must complete ongoing Continuing Professional Development and any mandatory training that applies to their accreditation. 

This category covers CPD or training requirements, including annual CPD points, mandatory modules, approved training and recognition of completed courses.  

 It includes whether CPD and training requirements, processes or information are clear and easy to understand. 

If SAA has issued a show cause notice, suspended your accreditation or taken another action because a CPD or mandatory training requirement was not completed, please visit An SAA Decision or Action instead.

Please note that you must continue to meet any CPD or training requirements and timeframes while your complaint is being reviewed.

SAA registers CPD providers and recognises learning activities that may be completed to meet SAA’s Continuing Professional Development requirements. 

SAA can receive complaints about specific SAA CPD providers or recognised learning activities including: 

  • the quality, accuracy, currency or relevance of learning content 
  • the delivery, accessibility or administration of a learning activity
  • assessments, completion requirements or learning outcomes 
  • the conduct of a provider, trainer, facilitator or assessor 
  • participant support or information provided by the provider
  • whether the provider or learning activity has met applicable SAA requirements.

Please identify the provider and learning activity involved, explain what occurred and provide any relevant course information or correspondence. 

If your complaint is about how SAA’s general CPD or training requirements operate, please see CPD and training instead. 

SAA charges fees for accreditation applications, renewals and other services. SAA can receive complaints about how SAA’s fees, payment processes or refund requirements operate or have been explained. 

Please identify the fee, payment or refund involved and explain your concern. 

SAA will review the complaint before determining if a fee will be waived or a refund will be provided. 

If your concern is about a specific decision SAA has made in relation to your application, accreditation or compliance matter, please visit An SAA Decision or Action instead.

SAA systems and online services include the SAA Accreditation Portal, CPD Hub, website, online forms and other services used to apply for, renew or manage accreditation. 

SAA can receive complaints about the accessibility, reliability or ease of use of an SAA system or online service. Please identify the system or online service involved and explain your concern.  

If you only need help using a system or resolving a technical issue, email enquiriesandcpd@saaustralia.com.au for assistance.

If your concern is about a specific SAA decision or action, please visit An SAA Decision or Action instead.

SAA can receive complaints about the clarity, consistency, accessibility or timeliness of communications or customer service provided by SAA. 

Please identify the communication or service involved and explain your concern. 

For concerns about a specific accreditation, compliance or enforcement decision or action taken by SAA, please visit An SAA Decision or Action instead.

If you have a general comment, compliment or suggestion that do not need SAA action or response please submit them on Compliments, Feedback or Suggestions.

SAA can receive complaints about the conduct of an SAA employee, contractor or representative during their dealings with you or while providing an SAA service or managing an SAA process. 

This includes:

  • how you were treated 
  • the professionalism or appropriateness of the person’s conduct
  • information or assistance they provided 
  • how they handled an enquiry, complaint or other SAA process. 

Please identify the person involved, explain what occurred and provide any relevant dates, correspondence or other supporting information. 

Complaints about the general clarity, accessibility or timeliness of SAA’s communications or customer service rather than the conduct of a particular person, please see SAA communications and customer service instead.

Complaint process

Find out what you need to provide, how SAA will assess your complaint and the possible outcomes.

To help us understand and assess your complaint, please provide:

  • the requirement, process, service, provider or person involved
  • a clear explanation of your concern
  • when the issue occurred, if applicable
  • the outcome you are seeking.

You can also provide supporting information such as copies of emails or other correspondence, invoices or receipts, screenshots, portal records, application or renewal information, or other documents relating to your concern. 

If you have an open application, renewal, payment, CPD or other SAA process, you must continue to follow any instructions and timeframes that apply while your complaint is being considered. 

If the complaint relates to another person’s application, accreditation, account, payment or individual dealings with SAA, another person may only act on their behalf if written authority is provided to SAA. 

SAA will review the submitted complaint and the supporting information provided in line with the SAA Complaints Management Policy. 

SAA will consider the requirement, process, service, provider or person involved, the concern you have raised and any relevant records held by SAA. 

SAA may need to request further information to assess or progress your complaint. Usually a 3-month period is given to allow you to collect additional information. 

SAA aims to review additional information and let you know the outcome within 10 business days. Where an investigation is required, we aim to respond with the outcome within 20 business days. Please note that some matters may take longer, and SAA will let you know the process and timeframes. 

Submitting a complaint does not automatically pause an existing SAA process. Continue to follow any instructions and timeframes provided by SAA while your complaint is being considered, unless SAA advises you otherwise in writing. 

SAA will consider your complaint and the relevant records in line with the SAA Complaints Management Policy and let you know the outcome.  

The outcome can be an explanation on how the requirement, process or service operates, addressing a service, communication, provider or conduct issue, correcting an administrative or factual error, or advising you of any further steps available. 

Where a complaint identifies an issue with an SAA process, service, communication, registered CPD provider or the conduct of an SAA employee, contractor or representative, SAA may also consider whether further action or improvements are appropriate. 

Submitting a complaint does not automatically mean that an error occurred or that an accreditation requirement, policy, fee, process or service will be changed. Any requirements or timeframes that apply will remain in place while the complaint is being considered, unless SAA advises you otherwise in writing. 

If you disagree with the complaint outcome, you can request an internal review in writing within 21 calendar days of receiving the outcome notification, subject to the applicable review requirements. The review considers how your complaint was assessed, investigated or determined. Refer to SAA’s Complaints Management Policy (on the Scheme Administration web page) for more information before submitting a request. 

Submit an accreditation requirement or service complaint

If your complaint is about an accreditation requirement, process or service provided by SAA, you can submit it below.

Submit a complaint

Frequently asked questions

An accreditation requirement is a rule, condition or process that applies under the SAA Accreditation Scheme. An SAA decision or action is how SAA has applied a requirement or process to a specific application, accreditation or compliance matter. 

If your complaint is about the requirement, process or service generally, you can use this page. If your complaint is about a specific SAA decision or action in relation to you or your application, please visit An SAA Decision or Action.

SAA applies a one-year eligibility limit to complaints about SAA requirements, processes or services and generally does not assess matters that occurred more than one year ago. This helps ensure complaints can be assessed fairly and within a reasonable period.

Make a complaint if you are dissatisfied with an SAA requirement, process or service, an SAA registered CPD provider, or the conduct of an SAA employee, contractor or representative and want SAA to consider your concern. 

If you only need information, assistance or an update email enquiriesandcpd@saaustralia.com.au.

This may include questions about an application or renewal, help using an SAA system, information about CPD, or an update about an existing matter. 

Seeking assistance first may allow a straightforward enquiry or system issue to be resolved without needing to submit a complaint.

If you are experiencing a technical issue with the SAA Accreditation Portal, CPD Hub, website or an online form, email enquiriesandcpd@saaustralia.com.au for assistance.

Explain which system or page you were using, what you were trying to do and what happened. Include any error message or screenshot that may help SAA understand the problem. 

You can use this page if your concern is about how an SAA system or online service generally operates. 

Not necessarily. SAA will consider your complaint and the relevant information, but submitting a complaint does not automatically mean that an accreditation requirement, policy, fee or process will be changed. 

SAA may explain how the requirement operates, clarify information, correct an error or consider whether an improvement is appropriate. 

You must continue to meet any requirement or timeframe that applies to you while your complaint is being considered, unless SAA advises you otherwise in writing. 

A general complaint about an accreditation requirement, process, service or registered CPD provider can be submitted without access to another person’s account or personal information. 

If the complaint is submitted on behalf of another person or relates to their application, accreditation, account, payment, training activity or individual dealings with SAA, written authority is required before SAA can discuss the matter with you. 

Written authority does not change who is responsible for meeting an accreditation requirement, responding to SAA or completing an application or other process.