Adaptive Certifications, its directors, managers, staff and others involved in the certification of organisations understand the importance of impartiality in undertaking certification activities.

Adaptive Certifications will therefore ensure that in its dealings with clients or potential clients, all personnel involved in certification activities are, and will remain, impartial.

To ensure impartiality is both maintained and can be demonstrated, Adaptive Certifications has identified, and risk assessed relationships which may result in a conflict of interest or pose a threat to impartiality.

See Impartiality Policy.

Adaptive Certifications currently provides certification to the following standards

• ISO 9001
• ISO 45001
• ISO 14001
• ISO 27001 (non-accredited)
• ASNZS 4801
• HACCP (non-accredited)

The certification process is as follows: 

1. Initial enquiry. Reach out to the team at Adaptive today to see if we can help!!

2. Determine your requirements (scope).  The Adaptive team will ask questions to determine your specific certification needs. This helps us deliver only what you are looking for, at the right price.

3. Gap analysis (optional). This is an initial assessment of your system to the determined scope, resulting in a report that will give you an indication of your readiness for the formal stages of certification.

4. Stage 1 audit. This is a review of the documentation and your organisation to ensure your management system meets all the mandatory requirements of the relevant standards to which you are pursuing certification for and review your readiness for the stage 2 audit.

5. Stage 2 audit. At this audit, the team at Adaptive will verify that your system is implemented to the degree necessary to achieve certification.

6. Certification! Once the auditor’s report has been reviewed by our compliance team, a certification decision will be made and, assuming all requirements have been met, you will be issued a certificate of certification, valid for 3 years.

7. Surveillance. Following certification, a surveillance audit will take place within 12 months or achieving certification (and 24 months) to ensure your system continues to operate effectively. Adaptive Certifications plans surveillance audits and activities to suit your needs. Your auditor will discuss the program with you during your stage 2 audit and determine how we can structure the audit to meet your ongoing requirements.

8. Changes? If your business changes significantly, or if you wish to change the scope of your certification (e.g. add locations, add new activities, etc.), we will discuss the options with you and customise a plan to meet your needs. Depending on the changes, this can range from sending us updated information (for minor changes), through to scheduling additional audits (for major changes and increases to your scope).

Re-certification. Prior to the expiry of your certificate, Adaptive Certifications will carry out your triennial audit to ensure compliance is maintained against relevant standards.

Adaptive Certifications issues marks corresponding to the relevant standard for which approval has been given, by way of a current Certificate of Registration. The certification mark used must correspond to the standard against which the company has been audited and achieved registration
(i.e. ISO 9001, ISO 14001, etc.).
NOTE: Any misuse of marks may result in withdrawal of certificates.
Further information is contained in Adaptive Certifications Rules of Registration.

To ensure that the correct markings are used the following rules shall be observed by all companies who receive certification through Adaptive Certifications:

1. The marks shall be displayed only in the appropriate form, size and colour detailed in this instruction.

2. Embossed, relief, or die-stamped versions may be used. The marks may be reproduced as watermarks.

3. Electronic reproduction of the marks is permitted (including web sites) provided that the requirements are met and
– the mark is reproduced so that infilling does not occur
– degradation and/or distortion of the mark is avoided
– computer files of the marks shall be prepared from masters. Redrawn approximations may not be used.

4. Artwork masters are available on request.

5. Certification marks/logo shall not be used in any way that might mislead the reader about the status of a certified organisation, activities outside the scope and imply that product, process or service is certified. Holders of certificates shall not make, use or permit any misleading statement and certification document.

6. Holders of certificates issued by Adaptive Certifications may use the appropriate mark in the manner prescribed, on stationery and publicity material or other items relevant to their certificate.

7. Holders of certificates should not use its certification in such a manner that would bring the certification body and/or system into disrepute and lose public trust.

8. The term ‘publicity material’ shall not include notices, labels, documents or written announcements affixed to or otherwise appearing on goods or products, unless the goods or products have been manufactured under an accredited product conformity scheme. This restriction shall also apply to primary (e.g. blister packs) packaging, promotional products and test certificates/certificate of analysis.

9. Upon suspension or withdrawal of its certification, the use of mark or logo shall be discontinued from all advertising matter, stationery etc. that contains a reference to certification. The use of logo on all stationery/advertising material shall be amended if the scope of certification is suspended or withdrawn.

10. Upon reduction in scope, advertising shall be amended.

Adaptive Certifications will take action and deal with incorrect references to certification status or misleading use of certification documents, marks or audit reports. The action may include requests for correction and corrective action, suspension, withdrawal of certification, publication of the transgression and if necessary legal action.

Adaptive Certifications is committed to regularly seeking feedback from customers throughout the certification process. Each customer is provided with opportunity to provide feedback and is made aware that they may make a complaint either directly to Adaptive Certifications.

At all times following a complaint being made, Adaptive Certifications will work to ensure the complainant is informed of:
– the progress of their complaint;
– whether or not action has been taken;
– why certain decisions have been made about their complaint; and
– how their decision may be reviewed

Complaint Management Process
The process and investigation must adhere to the principles of impartiality, privacy, confidentiality, transparency and timeliness. Complaints will not be discussed with anyone who does not have responsibility for resolving the issue.

Stage 1
Acknowledge all complaints quickly (within 48 business hours where possible).

Stage 2
Review of the Complaint:
1. Consult with the complainant regarding the desired outcome.
2. Determine the type of complaint (e.g. audit finding, actions of auditor, internal process, etc.)
3. Notify the complainant of the progress of their complaint.

Stage 3
Assessing the Complaint:
During the assessment of the complaint, Adaptive Certifications must prioritise the complaint and determine a resolution pathway. After the pathway has been established, the complaint will be investigated.

Stage 4
Investigation and Decision Process:
1. At the time of lodgement, determine if it is practicable to find an immediate resolution.
2. Adaptive Certifications must keep the complainant informed about the complaint.
3. Consult with the complainant to gather information about the underlying issue.
4. Analyse antecedents and underlying issues in determining a decision.
5. Respond to the complainant in writing with a clear decision.

Stage 5
After the Decision:
After investigation and a satisfactory response has been documented Adaptive Certifications will:
1. Inform the complainant of the decision, including the reason for the decision and giving options for reviewing the decision
2. Ensure that the complaint investigation has been satisfactorily completed.
3. Determine if the complainant is satisfied with the outcome.
4. Follow-up and consult with complainants about any concerns.
5. Ascertain preventative actions and continuous improvement.
6. Consider if there are any systemic issues.
7. Record the information about the complaint in the Complaints Register.
8. Record the details of the improvement from the complaint if required.

Appeals regarding the outcome of a complaint can be made in writing to Adaptive Certifications’ Managing Director via [email protected].

Internally, Adaptive Certifications will manage all complaints and appeals according to internal procedure QP-07 Procedure for Complaints and Appeals.