Customer Complaint/Grievance/Appeal Policy

Effective Date: July 2005

Policy No: 004

Policy Statement

When a customer has a complaint about poor service, or a grievance or appeal against a course outcome, 4Life Pty Ltd will ensure the claim is reviewed by a senior manager. The senior manager will demonstrate reason and fair judgment in determining whether 4Life Pty Ltd has acted in a manner inconsistent with the standards required of a registered training organisation or the principles of good customer service. The investigation will be conducted in a timely and transparent manner and the customer will be advised of the senior manager’s review outcome within 10 working days of 4Life Pty Ltd receiving written notification of the grievance.
An appeal related to assessment must be lodged within five (5) days of assessment notification and may attract an appeal fee. Should the appeal succeed, the appeal fee will be refunded.
A customer may submit a complaint, grievance or appeal in writing by providing adequate information about the issue that will allow 4Life Pty Ltd to identify the issue and gather information about the circumstances. For the purposes of this policy, ‘in writing’ includes email.

Customer Complaint/Grievance/Appeal Procedure

As soon as practical after the event or incident, the customer should submit information about the complaint, grievance or appeal in writing to the:
Education Director
4Life Pty Ltd
PO Box 517
Fullarton, SA 5063

Fax: 08 8338 6983
email: Education@4lifeptyltd.com.au

The following information wherever possible should be included:

• Complainant Contact Details
  Contact details of the complainant including name, address and phone number
• Issue Nature
  A brief description of the issue
• Issue Date/Time
  The date and time the incident occurred
• 4Life Pty Ltd Customer Identification
  Any customer identification, such as invoice number, course or student ID
• Issue Location
  The location that the incident took place
• Staff Names
  If relevant, the name(s) of any 4Life Pty Ltd staff member involved
• Other Names
  if relevant, the name(s) of any other persons involved

On receipt of the complaint, grievance or appeal, the Education Director will:

1. Make initial inquiries into the matter and determine what scale of review is required.
   1.1. For simple complaint, grievance or appeals, where the matter can be quickly resolved, resolve the matter and contact the complainant as soon as practical and advise them of the resolution.
   1.2. Where the nature of the issue is more sensitive or complex, respond in writing to the complainant advising them of the likely timeframe for resolution and what steps 4Life Pty Ltd will take to resolve the matter.
   1.3. Immediately notify the Managing Director where serious of criminal staff behaviour is alleged.
2. Ensure that the review is well documented and appropriately filed for future access.
3. Exercise reasonable judgment when determining what action, if any, 4Life Pty Ltd will take to resolve the complaint, grievance or appeal.
4. Ensure that the complainant is notified of the review outcome in a suitable manner.
   4.1. For simple complaints where the matter can be easily resolved it will be sufficient to respond in writing clearly indicating the resolution, appeal outcome and reasons supporting the decision.
   4.2. For more sensitive or complex issues, personal contact is recommended by phone or in person as indicated by the nature of the issue.
5. Record any improvement opportunities in the follow-up file for quality improvement sessions.
6. Where changes are required to 4Life Pty Ltd operations, courses or assessments, ensure that appropriate action is take and communicated throughout the organisation.
7. Ensure that the Managing Director is advised of the outcome of all serious complaints, grievances or appeals.