Complaint Policy

The Eduskills Training institute is committed to providing a high-quality learning experience. However, if participants have concerns or complaints, this procedure outlines the steps to address and resolve them.

Informal Resolution:

  • Participants are encouraged to first address their concerns informally by speaking directly with the course instructor or training coordinator.
  • Many issues can be resolved quickly through open communication.

Formal Complaint Submission:

If the issue is not resolved informally, participants can submit a formal complaint in writing.

The complaint should include:

  • Participant’s name and contact information.
  • Detailed description of the complaint, including relevant dates, times, and individuals involved.
  • Any supporting documentation.

Submission Channels:

Complaints can be submitted via:

  • Email to the designated complaints officer: [email protected]
  • A physical letter addressed to the Complaints Officer at the institute’s address.
  • An online form available on the institute’s website.

Acknowledgment:

  • The institute will acknowledge receipt of the complaint within 3 business days.
  • An acknowledgment email or letter will be sent to the complainant, confirming that the complaint has been received and is under review.

Investigation:

  • The Complaints Officer will initiate an investigation into the complaint.

    This may involve:

    • Interviewing the complainant and any other involved parties.
    • Reviewing course materials, attendance records, and any other relevant documents.
    • Consulting with the course instructor and other relevant staff.

Resolution and Response:

  • The Complaints Officer will aim to resolve the complaint within 15 business days of receipt.
  • A written response will be provided to the complainant, detailing the findings of the investigation and any actions taken.
  • If the investigation requires more time, the complainant will be informed of the delay and an estimated resolution time.

Appeal Process:

  • If the complainant is not satisfied with the resolution, they may appeal the decision.
  • Appeals must be submitted in writing within 10 business days of receiving the resolution response.
  • The appeal should include reasons for the dissatisfaction and any additional information not previously submitted.

Appeal Review:

  • An independent review panel will be convened to consider the appeal.
  • The panel will consist of senior staff members who were not involved in the initial investigation.
  • The panel will review all documentation and may request additional information from the complainant.

Final Decision:

  • The review panel will aim to provide a final decision on the appeal within 20 business days.
  • The decision of the review panel is final and will be communicated to the complainant in writing.

Record Keeping:

  • All complaints and their resolutions will be documented and kept on file for a minimum of 3 years.
  • This information will be used to improve the institute’s policies and procedures.

Confidentiality:

  • All complaints will be handled with the utmost confidentiality.
  • Information will only be shared with individuals directly involved in the investigation and resolution process.

Non-Retaliation:

  • Participants who submit a complaint in good faith will not be subject to any form of retaliation or discrimination.
  • The institute is committed to ensuring a safe and supportive environment for all participants.

Complaint Form

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