Walking in our clients’ shoes: QIP’s accreditation journey

At AGPAL and QIP, we know firsthand the level of commitment, preparation and ongoing effort it takes to achieve and maintain accreditation, because we go through it too. We know that at times it can be a challenging and overwhelming process but also one filled with lots of opportunity to improve and celebrate what we’re doing well.

During the last few months of 2025, we completed three significant external assessments, each one reinforcing our commitment to quality, safety and continuous improvement as well as, and, most importantly, to our clients.

Each assessment involved multi-assessor teams undertaking on-site visits to our head office in Brisbane. The assessment teams were made up of assessors from both Australia and overseas, including assessors from as far afield as Jordan in the Middle East. Over several days for each assessment, the assessors thoroughly reviewed our policies and procedures, tested our processes and systems, interviewed staff and clients, and examined how we bring our organisational values to life.

Each assessment focused on a different aspect of how our organisation operates – from the quality of our accreditation frameworks to compliance with national and international standards, and the security of our information systems – all coming together as a result of extensive planning, collaboration and preparation. We estimate that well over 90 per cent of the effort of an actual assessment takes place in the months leading up to it. For AGPAL and QIP, our Quality Systems Team commenced formal preparations around 12 months in advance of our on-site assessments and included identifying internal stakeholders for key activities, allocating responsibilities and establishing clear timeframes.

From the outset, we prioritised clear communication and whole-of-organisation engagement to ensure staff were informed, supported and confident in making a positive contribution to the process. Our goal was to make the experience meaningful and rewarding for all involved.

A closer look at our three assessments

In September 2025, we entered our sixth cycle of accreditation with the International Society for Quality in Health Care (ISQua), following a successful multi-day on-site assessment. Often referred to as the accreditor of accreditors, ISQua sets the global benchmark for organisations that provide accreditation services across the health and social care sectors. For AGPAL and QIP, this international accreditation is essential for operating in our field.

2. JAS-ANZ (mandatory)

Also in September, QIP successfully completed its five-yearly re-accreditation through the Joint Accreditation System of Australia and New Zealand (JAS-ANZ). This confirms QIP’s ongoing status as an Approved Quality Auditor for the National Disability Insurance Scheme (NDIS), meeting recognised national standards of competence, impartiality and performance. It provides important assurance to NDIS participants, providers and sector stakeholders.

3. ISO/IEC 27001 (voluntary)

In October 2025 we also achieved inaugural certification to ISO/IEC 27001 – the international standard for information security management systems (ISMS). While this accreditation is voluntary, it represents a major milestone in our digital transformation journey. It demonstrates our commitment to safeguarding data, protecting client information and managing cybersecurity risks proactively and effectively.

Together, these achievements across three major accreditation programs reflect the rigour and strength of our systems and people, and our unwavering commitment to continuous improvement. They show the communities we serve that we’re accountable, and that we hold ourselves to the same high standards we ask of our clients.

Beyond compliance – bringing continuous quality improvement to life

Continuous improvement isn’t something we switch on when assessment time rolls around. It’s embedded in the way we work at AGPAL and QIP. From strategic planning and digital transformation to sector engagement, seeking feedback and cross-team collaboration, our people across all levels of the organisation are encouraged to seek out new and better ways to do what we do.

Accreditation plays a vital role in the way in which we operate. It provides a structured opportunity to pause, reflect and ensure our systems are effective and consistent, and are evolving to meet stakeholder expectations. It drives accountability, sparks fresh thinking and supports a positive, high-performing workplace culture.

The impact was reflected in the insights shared by surveyors following our ISQua assessment. They described a welcoming and professional culture, where staff consistently demonstrate the organisational values of kindness, accountability, leadership, collaboration and trust. Our continued investment in digital transformation was commended, particularly our efforts to enhance technology and accreditation platforms to better support our clients, contractors and staff.  Surveyors noted the strength of our risk management framework in identifying and addressing emerging risks and highlighted our quality management systems as important foundations in driving accountability, consistency and improvement.

We’re proud of this feedback because it reflects the same principles we encourage in the organisations we work with. It reminds us that continuous improvement is a shared journey and practicing it ourselves helps us better champion and support it across the healthcare and human services sector.

We’re in this together

At AGPAL and QIP, external assessments are more than meeting internationally recognised standards and benchmarks. They ensure our processes and systems are grounded in leading practice while helping us be responsive, forward-thinking and focused on the evolving needs of the communities we serve.

They’re about business strategy, accountability and continual improvement. Yes, they take commitment, a lot of planning and preparation, and intense bursts of activity but the long-term value they bring far outweighs the effort.

So, next time you’re preparing for an accreditation assessment, know that we’ve been there too and understand exactly what it involves, the team effort required but also the sense of achievement along the way. And remember, our team is here to support you at every step so please reach out whenever you need personalised guidance.