Complaints Policy

SCOPE

The aim of this document is to formalise the Complaints policy at Deltawest Holdings Pty Ltd (DWT).

COMPLAINTS POLICY (TRAINER/ASSESSOR)

As part of the DWT Program Provision, Policy and Complaints Procedures have been formulated for implementation.

DWT protects the right to fair and equitable treatment for all trainers and assessors employed within the DWT.

The Complaints Procedures are the implementation strategies for this Policy.

DEFINITION OF A COMPLAINT

FOR THE PURPOSE OF THIS POLICY FOR CONTRACTOR/TRAINER/ASSESSOR
A complaint is a question in respect of any matter affecting the relationship between the contractor/trainer/assessor and the trainee/group of trainees (course participants) or DWT’s Management.

Complaints may involve issues of training policy and processes and include matters such as appeals in regard to access, delivery strategies and fair dealings, assessment, recognition of prior learning and certification and working conditions.

DEFINITION OF A COMPLAINT

FOR THE PURPOSE OF THIS POLICY FOR TRAINING PARTICIPANTS
A complaint is a question in respect of any matter affecting the relationship between the trainer/assessor and the trainee/group of trainees (course participants).

Complaints may involve issues of training policy and processes and include matters such as appeals in regard to access, delivery strategies and fair dealings, assessment, recognition of prior learning and certification.


It should be noted that these procedures are different to and separated from Sexual Harassment complaint procedures.  A separate policy and procedure has been formulated to cover Sexual Harassment complaints.

Where a complaint arises an attempt shall be made by the aggrieved party and their manager to resolve the complaint at the local level to the satisfaction of all parties.
  1. Complaints should be handled as far as possible using the consultative appeals procedure.
  2. Resolution of complaints should occur as quickly as possible.
  3. Joint consultative mechanisms should be promoted at all times.
  4. Confidential records of types of grievances will be maintained and reported on a regular basis to Management preserving confidentiality and security.
  5. Complaints can be withdrawn at any time. 
  6. An aggrieved party can seek external advice or advocacy at anytime during complaints process.
  7. Records of complaints and their outcomes must be made and are to be maintained so that they may be provided to internal and external auditors on request.
Download Complaints Form
Last modified: Saturday, 4 August 2018, 2:22 PM