7.1 Policy

In recognising that complaints and disputes will arise from time to time, RR+Rwill observe the following:

• Every complaint, regardless of its nature and seriousness, shall be documented on the complaint form or other improvised document, signed and dated by the complainant and RR+R representative and systematically recorded by the Manager Administration
• RR+R will uphold the principles of fairness and good practice and all complaints will be treated promptly and with courtesy.
• Every effort will be made to resolve the complaint at the point of origin and with minimal delay.
• Where the complaint is not resolved between the originator and the initial RR+R representative the complaint will be managed by the Director as a grievance.
• A copy of this policy and procedure will be available to the client on request or via the web site. Additionally this will be explained at the point of service delivery to participants and a copy made available upon request.
• The policy and procedure will be reviewed as part of the annual self-assessment to ensure that it is being administered effectively and to identify any opportunities for improvement.
• Grievances that cannot be resolved locally will be heard by an independent arbitrator, which can be appointed by either party.

Matters covered by this policy:

• Alleged discrimination
• Equal opportunity
• Access & Equity
• Disciplinary matters
• Employment disputes & contracts

7.2 Procedure

The person with any grievance advises the Director in writing giving grounds for concern or complaint.

Clients or participants who do not agree with an assessment can appeal in the first instance to the trainer/assessor. An appeal may also be lodged in writing and submitted to head office. Where the grievance is against the trainer/assessor, the appeal may be lodged in writing with the Managing Director.

All appeals must be lodged within 7 days of course completion.

The director will meet and speak with the complainant as soon as practicable and attempt to settle the matter. If agreement cannot be reached a report detailing the issue and substance of the discussion is produced. If there is no agreement after a second attempt then an independent arbiter may be appointed. If there is still no agreement then legal advice should be sought and the matter dealt with by law.

Every effort will be made to resolve the grievance within 7 days of lodgement. If the complainant is not satisfied with the result then the grievance can be taken to an agreed external arbiter.