Any complaint relating to certified, overhauled, repaired or modified Ex Equipment should, in the first instance, be brought to the attention of the Manufacturer or Service Facility.
If the Manufacturer or Service Facility is not able to make satisfactory progress in the resolution of a complaint within a reasonable length of time (normally up to 3 months depending on the circumstances), the complainant has the right to refer the matter to the responsible ANZEx CB who issued the certificate for the manufactured product or the responsible ANZEx SFR who issued the certificate for that recognised the service facility.
For certified equipment, if the ANZEx CB has not been able to make satisfactory progress in the resolution of a complaint within a reasonable length of time (normally 3 months), the complainant has the right to refer the matter to JAS-ANZ for a resolution.
Notwithstanding the above, when an Australian or New Zealand regulator has an issue with non-conforming product, the regulator can communicate directly with JAS-ANZ in an attempt to resolve the issue.