NAITD Complaint Process
Handling procedures for complaints about a NAITD accredited business
NAITD helps consumers and service providers find fair, unbiased and agreeable solutions to complaints. If a complaint cannot be amicably resolved, it is directed towards the appropriate authority for formal consideration. Determinations are based on the outcome of any findings.
Businesses that are found not to be upholding the high standards expected with NAITD accreditation will have their licenses terminated and must remove the NAITD symbol and endorsement from their documentation.
Even if a service provider has NAITD accreditation, consumers should:
- remain vigilant and use due diligence when engaging service providers
- seek at least two fully-itemised written quotations where applicable
- seek legal advice if asked to sign contracts or agreements they don’t understand
- contact NAITD if concerned about the licensing status of a service provider
NAITD adopted recommendations made by Lea Grant, Director of Consumer Education and Representation Section. (Division of Industry Science Tourism Canberra). NAITD has also adopted sections of the Federal government’s benchmarks for industry-based complaint handling procedures and customer dispute resolution schemes.
NAITD does not assist consumers with complaints that are under investigation by any government authority, including the Office of Fair Trading and the Victorian Civil and Administrative Tribunal (VCAT), or complaints that are subject to or pending legal action. However, NAITD would like to record the outcome of these complaints.