Frequently Asked Questions
1. If my business is nominated for accreditation, do I have to participate?
No. The NAITD initiative is a voluntary program. A business can choose whether or not to have its standards or business histories tested. Some service providers may choose not to participate although they would qualify for selection. Others would not meet the government selection guidelines or are not prepared to have their business histories or standards independently scrutinised.
2. Will my business lose NAITD accreditation if a customer who complains has been impossible to satisfy?
NAITD compiles a register of consumers who are difficult to deal with, habitually complain for no justifiable reason, or appear almost impossible to satisfy. Any complaint will be investigated and dealt with as fairly as possible in accordance with the relevant sections of the Federal government’s benchmarks for industry-based complaint handling procedures and customer dispute resolution schemes.
3. I own a franchised business. If another franchise is NAITD accredited, does that mean my business is also automatically accredited?
No. Each business within a franchise must go through the selection process, and if successful will be individually accredited.
4. Is there a limit to the number of businesses in one industry that can be NAITD accredited?
On recommendation of the Office of Fair Trading and Business Affairs, now Consumer Affairs Victoria, the number of accredited service providers in any particular area or industry is limited. However the number of accreditations awarded in any particular industry aims to meet consumer needs. Being one of the accredited businesses in your industry provides a greater competitive advantage and helps to retain the integrity and validity of the program.
5. Is NAITD accreditation similar to Quality Assurance (Q.A.) programs?
There are minor similarities, as there are vast differences. NAITD developed from consumer needs and follows strict government guidelines to identify genuine quality service providers.
Some compare NAITD to Q.A. Others, including the Office of Fair Trading and Business Affairs compared NAITD favourably to the Heart Foundation Tick of approval program. Others consider NAITD to be similar to the Better Business Bureau. Others consider it to be unique.
Mr John Owen, of Standards Australia considers quality assurance in many cases is not necessary, affordable or applicable, businesses are often asked to be certified for no apparent reason. He considers businesses should inquire from their customers what their needs are.
Seeking consumer opinions and meeting their needs is a very significant part of NAITD.
