Impartiality statement

Impartiality is a cornerstone to ensure objectivity of certification and Exemplar Global understands the importance of impartiality. Senior management is committed to ensuring that impartiality is designed into the organisation at all levels, including organisational structure, management structure, operational structure and staff.

Policies and procedures have been documented to be fair to all applicants and certified persons regardless of any other affiliations or relationships.

Products and services are made available to all parties without restriction other than normal commercial arrangements such as paying due fees. Exemplar Global does not allow any other commercial, financial, or organisational relationships to influence or compromise impartiality.

Actual, potential, or perceived conflicts of interest that could compromise impartiality have been considered and will be reviewed on an ongoing basis.

Exemplar Global is a not-for-profit organisation and so is not driven by profit motives allowing independence, freedom from bias and freedom from commercial influence to certification activities.

1. accessibility

We will:

• Maintain a presence internationally and within the markets we serve
• Continue to expand our coverage to ensure your enquiries can be serviced within your local market
• Ensure your certification can be serviced in any of our principal offices
• Ensure you have access to all our certification information via our website www.exemplarglobal.org.

2. quick, easy and consistent service

We will:

• Provide friendly, knowledgeable and professional service by a competent member of staff
• Be on call during normal business hours and have a decision maker available
• Aim to service your personnel certification within 10 working days
• Aim to service your initial training application within five working days
• Aim to design, develop and deliver your certification scheme within 60 working days
• Respond to email or written enquiries within two working days
• Provide a personal response to measure your feedback on the certification experience.

3. appeals, complaints and resolutions

We will:

• Resolve your complaint or appeal quickly and fairly and in accordance with our accredited certification requirements
• Maintain a free, easily accessible complaints, appeals and feedback service via our website or by phone
• Advise you of who is responsible for the handling, processing and resolution of your complaint or appeal
• Ensure all certification appeals are reviewed by the Exemplar Global scheme committee, an industry-based, impartial panel of experts
• Provide you with written information with regard to your complaint or appeal.

4. simple products

We will:

• Provide you with clear, easy to follow documentation to assist you in making choices for certification
• Provide online application and payment services that are easy to use and provide you with confirmation of transaction
• Continue to expand our range of translated documentation, services and online materiel in languages that can be serviced from our principal offices
• Write our documents, letters, brochures and website messages in plain language.

5. relevant, industry focused, international

We will:

• Consistently work with industry on the design, development and delivery of certification schemes that are practical, relevant and accepted
• Ensure our assessment against certification requirements remains valid, defined and measurable
• Continue to achieve third-party accreditation of our certification schemes against the international standard ISO/IEC 17024:2012
• Ensure our certification schemes are adopted and recognized internationally
• Continue to seek the design, development and delivery of certification schemes that provide industry with a high level of confidence in our certified professionals, and demonstrate the ability to add tangible value to business outcomes.

6. privacy, access and correction

We will:

• Keep your personal information private and secure
• Ensure all certified professionals sign and adhere to our code of conduct
• Not provide, sell or market your personal information to third-parties
• Work with you to ensure your details are current, accurate and complete
• Correct any errors in your personal information that you highlight to our staff
• Ensure your personal details are available for you to inspect; exempting any third-party information about you supplied to us.

7. community and environment

We will:

• Contribute to the certification and conformity assessment community to enhance international standards for personnel and training certification
• Support and empower our staff to provide the best possible service to our customers
• Continue to reduce the use of office consumables to assist in the conservation of resources and the environment.

8. consultation, accountability and audit

We will:

• Continually improve by engaging our certified professionals, training providers, scheme committees and peers for feedback via surveys and direct consultation
• Implement and maintain a customer service standard that reaches world’s best practice for certification services
• Engage in an external review of our customer service systems and report the findings to our customers
• Make the findings of external audits available.

Refund policy

Please choose carefully. We do not normally give refunds if you simply change your mind or make a wrong decision.
You can choose between a refund, exchange or credit where goods have been wrongly described, are different to the product purchased on the website or if the product doesn’t do what it is supposed to do.

Security Policy

The connection to the online customer information and payment portal is encrypted using the latest industry standard 128 bit SSL (Secure Socket Layer). This encryption uses AES_128_CBC, with SHA1 for message authentication and RSA as the key exchange mechanism.

Please contact us should you have any questions regarding our security policy.

Complaints and Appeals procedure

We have a Complaints and Appeals procedure for certified persons and training providers.

Click here to view our Complaints and Appeals procedure.