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.