Complaints, Appeals and Grievances
Grievances and complaints will be dealt with in accordance with the following procedure.
STEP 1: Initially, the complainant must attempt to resolve the matter directly with the other party. If the matter cannot be resolved, a formal complaint must be made within 7 days to either the Training Manager (with anything regarding training/assessment) or the Customer Service Manager with all other matters. The relevant managers have 21 days to action the complaint and provide feedback of the outcome/ resolution.
STEP 2: If the complainant is not satisfied with the feedback/ resolution provided and wishes to appeal the decision, the matter will be referred to the Managing Director within 7 days from the initial response. A review will be conducted and the Managing Director must provide a response within 21 days.
STEP 3: The complainant has 7 days to notify Integrity if they wish to escalate/ appeal the matter further to an external organisation (ACPET). All files/documentation and findings will be submitted for review.
Clients may appeal assessment decisions by assigned Assessors. All appeals must be in accordance with the following process:
STEP 1: The client must submit their appeal in writing (using the grievance, complaint and appeal advice) within 7 days of being notified of the assessment decision.
STEP 2: The Training Manager will investigate the appeal and may arrange for re-assessment by an independent assessor. The Training Manager must act on any substantiated claim and record the appeal in the Grievance, Complaints and Appeals Register.
STEP 3: The Training Manager will advise the client of outcome in writing within 21 days of receipt of the appeal.
STEP 4: If the client remains unsatisfied with the decision then he/she may seek a re-determination under the Grievance/ Complaints and Appeals process.