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Customer Charter

We are committed to providing our community with personnel and training certification services that exceed world’s best practice. With a strong focus on continual improvement, we also strive to maintain our position as ‘first choice’ for individuals and organizations seeking international recognition. Our certification services are designed to be quick and easy, consistent and relevant to the needs of industry and compliant to international standards.

This Customer Charter sets out the specific service standards you should expect from Exemplar Global. It reflects products and services currently offered to the international market and the vision and mission to which we aspire. We review our performance to this Charter both internally and with external peer review. Our goal is to deliver the right people, with the right abilities, to achieve the right business outcomes.

Frequently Asked Questions

Impartiality

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.

Service

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.

Relevance

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.

Professionalism

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.

Policies

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.

Procedures

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.

We welcome your thoughts and feedback, whether you’re making a suggestion, paying a compliment or making a complaint. Your feedback is the key to improving our products and services.

Please send your feedback to support@exemplarglobal.org.

Testimonials from our Partners

Browse All Testimonials

"At core, LMS TRG is a compliance training organization that builds and delivers powerful and practical products for people and businesses. Born and bred in Melbourne, Australia with an amazing team of expert auditors, consultants, and entrepreneurs all around the globe, LMS TRG is an Exemplar Global Recognized Training Provider."

"Providing Exemplar Global recognized qualifications allows our students to achieve industry and international recognition, advancing their career."

"Punyam Academy, a sister company of Global Manager Group is an Exemplar Global Recognized Training Provider delivering Awareness, Foundation, Internal and Lead Auditor Training Courses globally. Our Exemplar Global recognition as an RTP gives students the benefit of global acceptance of our certificates for advancing their career as well as full knowledge on the subject with the help of videos and handouts provided by highly experienced trainers."

"QMS Audits is proud to provide our Lead Auditor, Internal Auditor and HACCP Principles and Applications Courses with Exemplar Global recognition. As an SQFI training center, students of our Lead Auditor Course can also become an SQF auditor. This ensures that our students have globally recognized skills that offer them a competitive advantage in advancing their careers. See our website www.qmsaudits.com.au for more details."

"DEKRA (formerly AQS Solutions) was one of the first certified providers in North America, now offering RAB/RABQSA/Exemplar Global certified courses for over 20 years. We offer a full range of management system auditing courses, both in-person and virtually, covering many TPECS competency units."

"As we all know, in ever competitive global markets, gaining any advantage is vital. Through their extensive range of international personnel and training certification and assessment products, Exemplar Global provides our customers a point of difference that they market, to gain that competitive advantage and provides evidence of their commitment to quality and staff competency."

"JLB has been a certified RABQSA (now Exemplar Global) TPECS Training Provider for 18+ years, delivering Internal and Lead Auditor Training Courses across the world. Our Training Partners are located in Australia, Japan, Jordan, Kazakhstan, Malaysia, the Philippines, Saudi Arabia, Singapore, Turkey and Vietnam. All JLB training is based on PowerPoint presentations supplemented by real life experiences drawn on by our expert team of instructors. See our website (www.jlb.com.au) for more information."

"S3G one of the very first TPECS Training Providers (QSA/RABQSA) is well known in Australia / Malaysia and New Zealand as an Exemplar Global partner."

Testimonials from our Partners

"At core, LMS TRG is a compliance training organization that builds and delivers powerful and practical products for people and businesses. Born and bred in Melbourne, Australia with an amazing team of expert auditors, consultants, and entrepreneurs all around the globe, LMS TRG is an Exemplar Global Recognized Training Provider."

"Providing Exemplar Global recognized qualifications allows our students to achieve industry and international recognition, advancing their career."

"Punyam Academy, a sister company of Global Manager Group is an Exemplar Global Recognized Training Provider delivering Awareness, Foundation, Internal and Lead Auditor Training Courses globally. Our Exemplar Global recognition as an RTP gives students the benefit of global acceptance of our certificates for advancing their career as well as full knowledge on the subject with the help of videos and handouts provided by highly experienced trainers."

"QMS Audits is proud to provide our Lead Auditor, Internal Auditor and HACCP Principles and Applications Courses with Exemplar Global recognition. As an SQFI training center, students of our Lead Auditor Course can also become an SQF auditor. This ensures that our students have globally recognized skills that offer them a competitive advantage in advancing their careers. See our website www.qmsaudits.com.au for more details."

"DEKRA (formerly AQS Solutions) was one of the first certified providers in North America, now offering RAB/RABQSA/Exemplar Global certified courses for over 20 years. We offer a full range of management system auditing courses, both in-person and virtually, covering many TPECS competency units."

"As we all know, in ever competitive global markets, gaining any advantage is vital. Through their extensive range of international personnel and training certification and assessment products, Exemplar Global provides our customers a point of difference that they market, to gain that competitive advantage and provides evidence of their commitment to quality and staff competency."

"JLB has been a certified RABQSA (now Exemplar Global) TPECS Training Provider for 18+ years, delivering Internal and Lead Auditor Training Courses across the world. Our Training Partners are located in Australia, Japan, Jordan, Kazakhstan, Malaysia, the Philippines, Saudi Arabia, Singapore, Turkey and Vietnam. All JLB training is based on PowerPoint presentations supplemented by real life experiences drawn on by our expert team of instructors. See our website (www.jlb.com.au) for more information."

"S3G one of the very first TPECS Training Providers (QSA/RABQSA) is well known in Australia / Malaysia and New Zealand as an Exemplar Global partner."

Browse All Testimonials

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