We appreciate all feedback that will enable us to recognise and motivate staff & volunteers to continue to provide fantastic service to you, our customers. All feedback will be acknowledged and actioned based on the type of feedback. The information in the frequently asked questions will help you understand how we manage feedback and complaints:
Lodge Formal Feedback or Complaint
Please read the Frequently Asked Question, which can be found below prior to completing the below form. Please complete the below and click on 'Submit'.
Frequently Asked Questions
Who deals with complaints?
All feedback will be dealt with differently depending on the type of feedback. The below information will help you understand how we deal with feedback and complaints. Complaints are referred to the respective leader, supervisor, manager or department.
We suggest you speak to us prior to lodging a formal complaint. If you are dissatisfied with the service provided you can also ask to speak with the supervisor or manager on duty. You can view our shop policy on returns and refunds at this link.
Matters regarding Courses
We have a process that is outlined in our Student Handbook for appeals and complaints. Please email your concerns to email@example.com and our staff will be happy to assist.
Contractors (including service providers and Contract Trainers)
Those related to services provided to us by contractors (even if you a re a member).
All contractors are bound by an agreement (your contract). The agreement outlines a dispute process for contractors and should be followed. if you are dissatisfied or would like further action please contact the relevant manager in charge of the department.
Matters involving Staff
Staff complaints should follow the chain of communication within the workplace (i.e. Team Leader, Manger, Executive). Please refer to the Employee Handbook for more information on the process for workplace concerns.
Matters regarding Trainers
All trainers matters should be referred to the administration team leader before escelating to the manager of training and education. The trainers agreement outlines a dispute resolution process if you are still dissatisfied with the outcome.
Can I complain to the board of directors?
The boards role is to ensure complaints are dealt with in an appropriate manner. The board will advise all operational matters are to follow the correct channels and direct people to the relevant manager.
Please note that the board will generally not become involved with complaints from staff, trainers or contractors as these are operational matters.