Skills Impact takes all complaints and feedback seriously and acknowledge everyone’s right to express their opinion about our services, and the training package development process that is outside of the control of Skills Impact.
We will provide an opportunity for concerns to be raised and addressed in ways that ensure fairness, accountability and transparency.
Complaints provide valuable feedback about the level of satisfaction with Skills Impact’s services and the training package program governed by the by the Australian Industry Skills Committee (AISC). We are committed to resolving complaints that are within our control at the earliest opportunity, in a way that respects and values a person’s feedback.
The purpose of this policy is to:
- recognise stakeholder’s right to complain about their interaction with Skills Impact and the training package development process
- ensure complaints are handled impartially, justly and confidentially
- ensure complaints are received and responded to in a timely and courteous manner
- determine and implement solutions where possible
- record, assess and review feedback, complaints and compliments on a regular basis to ensure responsiveness and on-going commitment to service improvement.
Policy and Procedure
Definition of a complaint
For the purpose of this policy a complaint is an expression of concern, dissatisfaction or frustration with the quality or delivery of service, a policy or procedure, or the conduct of another person.
A complaint can relate to:
- a specific occurrence or episode
- the training package development process
- the quality of our services.
Lodging a complaint
Stakeholders wishing to make a complaint may do so in writing or verbally to:
- online contact form – www.skillsimpact.com.au/contact
- email – firstname.lastname@example.org
- mail – Skills Impact, PO Box 466, North Melbourne, VIC 3051
- telephone 03 9321 3525
Information to provide
- your name (first name and surname)
- your organisation name (if relevant)
- your contact details (email and phone)
- nature of your complaint/feedback.
In addition to contacting us directly, complaints about the training package development process can be forwarded directly to the AISC Secretariat – email@example.com
Complaint handling process
Skills Impact will:
- acknowledge receipt of the complaint within five (5) working days
- log your complaint in a register of complaints
- review and investigate the complaint
- contact the complainant and investigate options to resolve the issue
- inform complainant of the progress of their complaint and of the final resolution
- advise complainants the avenues for further review of their complaint, if not satisfied with any resolution offered that is in the responsibility of Skills Impact.
A register of complaints will be kept by Skills Impact. The register will be maintained by the Executive Management Team and will record the following:
- details of the complainant and the nature of the complaint
- date lodged
- action taken
- date of resolution and reason for decision
- indication of complainant being noticed of outcome
- complainant response and any further action.
Confidentiality of information
The complaints register and files will be confidential and is only accessible to skills impact staff. However, the content of any complaints will be available to the relevant Industry Reference Committee, the Department of Employment, Skills, Small and Family Business and the AISC.
Feedback and Amendments
Organisations change and develop over time, and so do their policies. Please contact Skills Impact if you believe that any part of this policy needs changing or updating.