EQUASS Certification

EQUASS certification offers impartial and formal recognition of meeting quality requirements, based on a detailed framework for quality in services in Europe. The framework is structured along 10 principles. Each principle presents a number of criteria, accompanied by indicators and stages of accomplishment. 

Important: a revised version of the EQUASS framework has been drafted and will become the basis for certification soon. The new framework consists of five sections: Rights and Dignity, Empowerment and Person-centredness, Quality Management & Improvement, Leadership & Governance, Workforce Management & Development. Under each section, criteria are detailed with 2-4 requirements. More information and documents will be shared as soon as available.

EQUASS offers two types of audits leading to a recognition of the quality of services: EQUASS Assurance and EQUASS Excellence. EQUASS Assurance audits are offered through the EQUASS National Representatives and the EQUASS Office in Brussels. EQUASS Excellence audits are offered through the EQUASS Office in Brussels. EQUASS Assurance and EQUASS Excellence use the same quality framework, sections and criteria, which are expanded with 13 additional requirements for EQUASS Excellence. 

Organisations are invited to submit their application for certification in writing. An auditor will be assigned to each application, perform a desk review of submitted documents, prepare and conduct a site visit. Based on findings from review and site visit, the auditor presents a report with detailed information on requirements met and unmet. In case an applicant does not fulfil requirements, the report will include explanations about areas for improvement. Audit reports also include an overview of recommendations for improvement of services.

Applicants to EQUASS Assurance or EQUASS Excellence that fail to meet the scoring threshold for quality recognition, but whose efforts and scores reflect a commitment to Quality are awarded a quality mark “Committed to Assurance” or “Committed to Excellence”. After 6 months the applicant will be invited for  a follow-up audit for a review of the progress made with regard to the auditor’s recommendations. If successful, the applicant will be awarded with the quality recognition for which they applied.

Applicants who do not agree with the outcome of the audit, have the right to appeal. Appeals are presented in writing by the legal representative of the applicant organisation to the EQUASS National Representative or the EQUASS Office within 30 days of reception of the audit decision.

Regardless the outcome of the audit process, applicants have the right to complain about process, proceedings and/or the auditor. Complaints are presented in writing by the legal representative of the applicant organisation to the EQUASS National Representative or the EQUASS Office within 30 days of reception of the audit decision.

Any interested party has the right to dispute an EQUASS certification for a service provider organisation. A request for review is submitted in writing to the EQUASS National Representative or the EQUASS Office. Complainants will receive a formal reply in writing within 60 days of receipt of the request.