The technical support and audit experience has been extremely professional. Each person I have spoken with has been very knowledgeable and well informed of the process. It has been a pleasure to work with all involved and I am so grateful of this positive experience, compared to the past three years of a very different experience with a different certifier. I look forward to many more happy years with you.
18 Eton St Nundah
Queensland 4012 Australia
(+61) 07 3350 5706
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Complaints and Investigations
Australian Certified Organic ("ACO") has procedures in place to investigate complaints and allegations against ACO-certified operators. Consumer and public enquiries are a vital part of upholding the integrity of the organic industry.
ACO will investigate all complaints received in writing which contain or can justifiably point to objective, substantive and direct evidence related to the complaint or allegation. ACO cannot investigate complaints where no such evidence is submitted. Examples of objective evidence could include photos, invoices, declarations or other records.
Once a complaint is received, ACO will log it into our internal register and provide written confirmation to the complainant of receipt of the complaint. The complaint will be reviewed and actioned within 30 days. Once the complaint has been fully investigated and closed and an outcome determined, ACO will provide the complainant with written confirmation of the outcome.
Where a complaint is investigated and it ultimately leads to the discovery of a serious breach of the organic regulations and/or Standards, and an operator is suspended or has its certification withdrawn, the operator and operation will be listed publicly on the ACO website.