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Complaints & Appeals

PURPOSE

The purpose of this policy is to:

• Confirm that any disputes or complaints will be handled professionally and confidentially in order to achieve a speedy resolution.
• Ensure that all parties have a clear understanding of the steps involved in our complaints and appeals policy.

POLICY

This policy provides an avenue for all grievances and complaints to be addressed, however, in some cases alternative measures need to be explored because of individuals and the merits of each case. CMC - Training at Work will act upon any substantiated complaint.

We will encourage the parties to approach the complaint with an open view and to attempt to resolve problems through discussion and conciliation.

When a complaint cannot be resolved through discussion and conciliation, we acknowledge the need for an appropriate independent person to mediate between the parties.

Complaints Process

• In the first instance the client should discuss their concern with their allocated assessor or by contacting the Administration Manager or Office Coordinator.
• Should the issue not be resolved, the matter should be referred to the Assessor's Manager or the Director. The complaint can, at this stage, be put in writing if the client wishes. The Manager and Director will review the grievance or complaint within 5 working days, consult with all parties and decide on any appropriate actions or resolutions. The details of the complaint will be logged in our Complaints and Grievances Register. Where a review of internal systems or policies are required, the details will be logged on our Continuous Improvement Register.
• If the matter is still not resolved, the complaint should be lodged with the Director in writing for further review. The Director will appoint an independent adjudicator to review the complaint. The independent adjudicator will interview all parties involved and give the opportunity for the complainant to formally present their case in person, by phone or by written submission. The independent adjudicator will give a written statement of the appeal outcomes, including reasons for the decision.
• The Quality Officer will monitor the complaints and grievances register regularly. If consistent concerns, grievances or complaints are evident, the quality officer will take details to the management team for discussion. Relevant systems or policies will be revised by the management team, where required.
• When deemed necessary, consistent concerns will be raised at team meetings with the whole staff team for discussion and strategy ideas.

Assessment Appeals

Where an assessment decision is appealed the above process will be followed. In addition to step 2 above, students and employers have the right to request that re-assessment takes place by a different assessor from our team. Re-assessment should occur under the same conditions. This assessment is in addition to the number of assessment visits allocated to the course and costs will be worn by CMC - Training at Work.

If the matter is still not resolved then the appeal will move to step 3 as outlined above.