Complaints Policy

Scope

This procedure ensures that students, staff and other stakeholders have the opportunity to provide complaints, concerns, compliments and any other feedback.

It also provides a pathway to assist in monitoring the training and assessment strategies and practices.

Information from the associated Compliments and Concerns Form is used to assist in continuous improvement of the FEC training and assessment strategies and practices. It also provides feedback on trainers and assessors to assist in professional development.

Procedure

Complaints, concerns and compliments can be received in a number of ways, email, phone call, verbal or via the form FEC-FOR-01 Compliments and Concerns.

This form is available in each classroom and at the client service counter along with envelopes. The envelopes can be handed in at the client services counter or if being identified is a concern the form can be mailed in.

All students and clients are to be informed they can remain anonymous when providing their feedback.

If requested assistance will be provided to ensure the person can complete the feedback form.

All complaints, concerns and compliments are processed by the CEO who will respond with 14 days of receipt. CEO will inform the staff member or all of staff about compliments received.

References

‘Compliments and Concerns Form’ found on Shared Drive / Current Training