Every individual member holds the responsibility for our reputation and it is a requirement of membership and Certification to follow the AIMS code of conduct and to remind others to do so as well.

Our Code of Conduct includes a Grievance and Complaint mechanism and both AIMS members and members of the public should refer to our complaints procedures if they feel they have been unjustly or unfairly treated or are unsatisfied with the service provided by an AIMS member.

You should only submit a complaint to AIMS if:

• The Marine Surveyor is a current financial AIMS member; and 
  
• has not complied with discussed and agreed arrangements/costs; and/or
• has not provided an appropriate service; and if
  
• you have made a complaint directly to a Marine Surveyor involved; and
  
• you have received a response which does not resolve your issue
  

What happens when I make a complaint to AIMS?

• AIMS will respond to you by acknowledging receipt of the complaint 
  
• AIMS will advise you whether any action will be taken; and
  
• if so, AIMS will notify you of the outcome of the action taken
  

Actions may include:

• Reviewing your complaint against the AIMS Code of Conduct to see if the surveyor has breached the Code
• Writing to the surveyor and obtaining an explanation from them
• Holding a formal interview with the surveyor and the AIMS Executive team
• Requesting that the surveyor take personal action to rectify the situation
• Suspend or cancel the Marine Surveyors membership

AIMS may contact you to seek further information. We aim to complete the review of your complaint within two months; however, in cases where a complaint triggers an investigation, this may take longer.

Please note that we may recommend you contact another organisation if AIMS is not the appropriate party to deal with your complaint. 

If you wish to proceed with your complaint, please download and complete the AIMS Grievance and Complaint form and return to AIMS Chief Executive Officer, Susan Hull either by email or at the postal address provided below.

The CEO will review your complaint and initiate any further action required and will advise you in writing of the status of your complaint.