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ORG018 - CUSTOMER COMPLAINTS, GRIEVANCES AND APPEALS POLICY

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					     ORG018 - CUSTOMER COMPLAINTS, GRIEVANCES AND APPEALS

Sections:         1.       Policy
                  2.       Procedure

                  Appendix A:        Customer Complaint/Grievance Form


                                                     POLICY
1.       Purpose and Scope

This policy applies to all Training Focus customers (clients and students).

Training Focus has developed this policy and procedure to:
1.1    Ensure complaints and grievances from customers are handled in a fair, equitable and
       effective manner,
1.2    Ensure that customers have a clear understanding of the steps involved in reporting a
       complaint or grievance,
1.3    Reassure customers that any complaints or grievances will be taken seriously.

2.       Policy

2.1      Customers have the right to raise any complaints or grievances without fear of retribution
         or threat to continuation of service.
2.2      Customers will be provided with assistance in reporting complaints or grievances.
2.3      All complaints or grievances will be treated seriously and will be responded to quickly and
         confidentially.
2.4      A written record will be kept of all complaints, grievances or appeals.
2.5      Training Focus recognises the right of customers to seek the assistance of an external
         organisation to resolve the complaint, grievance or appeal.
2.6      All complaints and grievances will be treated as opportunities for improvement and
         actioned as part of Training Focus’ Continuous Improvement Policy.




ORG018 - Customer Complaints, Grievances and Appeals (Ver 5.0 August 2008).doc             Page 1 of 7
                                                 PROCEDURE
1.       Advice to customers

1.1      All Client/Student Handbooks will:
         • Refer to the Customer Complaints, Grievances and Appeals Policy
         • Provide information on how to submit a complaint

1.2      Upon request, staff will:
         • Explain to customers the steps involved in reporting a complaint or grievance,
         • Provide the contact details for the relevant Operations Manager or Chairperson on
            the Training Focus Board of Directors.
         • Provide the contact details for relevant external agencies.


2.       Complaints and grievances process

2.1      Local Level Resolution

2.1.1    Training Focus encourages open communication and an environment of trust. Any
         customer with a complaint or grievance is encouraged to raise the matter directly with the
         other party concerned.

2.1.2    If the matter has resulted from a classroom or training incident, the participant should
         attempt to resolve the issue through discussion with the teacher/trainer at the end of the
         session.


2.2      Resolution by Management

2.2.1    Should the matter remain unresolved, the customer is encouraged to submit a complaint
         to management.
2.2.2    Complaints will be handled by either the Operations Manager or the Chairperson of the
         Training Focus’ board of directors. The Operations Manager or the Chairperson,
         depending upon the nature of the complaint, staff availability and the staff member/s
         referred to in the complaint. All complaints will be reviewed by an independent person
         Michael Vassallo – Operations Manager Clark Rubber.
2.2.3    Staff are not permitted to handle an escalated complaint when they have been referred to
         in the complaint.
2.2.4    The Operations Manager will consult with the customer with the aim of seeking a
         mutually agreeable outcome. The Operations Manager may also discuss the matter with
         any staff member referred to in the complaint.
2.2.5    When determining a resolution, the Operations Manager will consider program
         guidelines, relevant legislation and the impact on Training Focus.
2.2.6    The Operations Manager will advise all involved parties as to the progress and outcome
         of the dispute and provide a written response to the complainant.
2.2.7    The Operations Manager will record the details of the complaint and the outcome on a
         Complaint/Grievance form and file it in either the customer file or central Complaints
         Folder (dependant upon program requirements).




ORG018 - Customer Complaints, Grievances and Appeals (Ver 5.0 August 2008).doc            Page 2 of 7
3.       How to make a complaint

3.1      Customers should contact Training Focus on 9899 2300. Customers will be directed to
         the Operations Manager.
3.2      Customers are required to complete and submit their complaint in writing to:
         26 Ellingworth Parade Box Hill Victoria 3128.
3.3      A customer needs to provide details of their name, address and telephone number before
         a complaint can be investigated.
3.4      In certain circumstances a Operations Manager may require a complaint to be made in
         writing. For example: if the complaint may result in serious disciplinary action against a
         staff member.

4.       Appeals process

4.1      If a customer is not satisfied with the outcome of a complaint, an appeal may be lodged
         with the Operations Manager and each appeal will be heard by an independent person
         Rhonda Hawke – Operations Manager (Employment Focus).
4.2      The Operations Manager will engage an independent third party to thoroughly review the
         matter and make a recommendation for resolution.
4.3      All involved parties will be advised in writing of the outcome of the review and any
         resolution and reason for the decision.
4.4      A customer also has the right to appeal to an external agency. Training Focus will
         provide the customer with the details of the relevant agency upon request.
4.5      Training Focus will act upon the subject of any complaint found to be substantiated.

5.       Training and Assessment Appeals

5.1      If you have a complaint or grievance that is affecting your training program, you are
         encouraged to raise the matter directly with the other party/parties concerned and/or your
         Training and Assessment Consultant.
5.2      Participants have the right to raise and have resolved any complaints they have in
         relation to service delivery, or appeal any ruling or decision made in relation to course
         assessment or application. Participants will also be assisted to raise their concerns
         without fear of retribution.
5.3      Students need to complete the appropriate Participant Complaint and Appeals form
         which can be accessed from Training Administration Unit on (03) 9899 2233. This
         should be forwarded to the Operations Manager.
5.3      Should the matter remain unresolved, contact the Chairperson of the Training Focus
         Board on (03) 9899 2233. The Chairperson will then follow the procedure in this policy
         and assist you through the process.

6.       Records

6.1      Training Focus will keep a written record of all complaints, grievances or appeals and the
         steps taken to resolve the dispute.
6.2      This record will be kept in either the customer file or the central Complaints Folder
         (dependant upon program requirements).
6.3      A copy of the Complaint/Grievance form may also be forwarded to Training Focus’
         Operations Manager when a Continuous Improvement action is indicated.
6.4      Except as required under the AQTF Standards for Registered Training Organisations,
         Government Contracts or by law, information about a customer will not be disclosed to a
         third party without written consent.
6.5      Access by participants to their personal records is available upon request.

ORG018 - Customer Complaints, Grievances and Appeals (Ver 5.0 August 2008).doc            Page 3 of 7
                            COMPLAINT/GRIEVANCE FORM

 Date:

Staff member handling dispute:

 Name:

 Position:

 Location:

Complaint received by:
       Telephone                                                    Letter
       Face to face discussion                                      E-mail

Details of complainant:

 Name:

 Address:

 Suburb:                                                      Postcode:

 Tel (BH)                                                     Tel (AH)

Details of grievance/complaint:




ORG018 - Customer Complaints, Grievances and Appeals (Ver 5.0 August 2008).doc   Page 4 of 7
Steps taken to resolve dispute:




Further action required:




Complainant advised of outcome:

 Date:
     Letter sent
    Copy placed in complaint folder

   Please place the completed document in either the customer’s file or the Complaints Folder.

Continuous improvement:
    Please consider if there are any changes to policy or procedure required as a result of this
         complaint. If changes are required, please complete an Action Request Form


ORG018 - Customer Complaints, Grievances and Appeals (Ver 5.0 August 2008).doc            Page 5 of 7
[Click here and type date]



[Click here and type recipient's name]
[Click here and type company name]
[Click here and type Street]
[CLICK HERE AND TYPE SUBURB STATE POSTCODE]



Dear [Click here and type greeting]

Re: [Click here and type subject heading]

[Click here and type the body of the letter]

[Click here and type the reasoning for decisions made on the complaint]


Yours sincerely




[Click here and type the name of the person signing the letter]
[Click here and type the title of the person signing the letter]




ORG018 - Customer Complaints, Grievances and Appeals (Ver 5.0 August 2008).doc   Page 6 of 7
                        Participant Complaint and Appeal Form

The following is a cover sheet to support your complaint or appeal. It is to
outline your complaint / appeal and you are to attach any supporting
documentation.

Indicate what your grievance is:


   Complaint                                                      Appeal
(Initial notification of an issue that has occurred)          (A grievance against a decision that has been
                                                              made by the RTO)
Date of submission:
Name of Complainant:
Detailed Description Of Complaint / Appeal:
(Include an outline of your complaint or appeal with details of dates and people involved)




Signature:
Date:




ORG018 - Customer Complaints, Grievances and Appeals (Ver 5.0 August 2008).doc                         Page 7 of 7
Sponsor: Operations Manager

				
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