Complaints and Grievances Policy
In this policy the term:
- “Company” refers to the Skill Hire and Regional Training Services Group.
Overview
We invite you to approach us with any concerns that you may have with the services that our Company provides.
We do so because we see such an approach as an opportunity to improve our services and to demonstrate our commitment to meeting your needs.
All complaints and grievances will be dealt with quickly and discreetly.
Procedure
If you want us to deal with a concern or complaint, then:
- raise the issue with the programme coordinator, or if inappropriate or the matter remains unresolved, raise the issue with management; or
- if inappropriate or the matter remains unresolved, raise the issue with our Executive team member firstly, then our Managing Director.
In either of these cases, contact should be made by letter, fax or email.
We believe that it is in everyone's interest to have issues aired and resolved. We are committed to resolving matters quickly and appropriately. Matters of confidentiality and privacy shall be respected at all times.
We realise that certain issues, however, may not be able to be resolved internally. In this case, external agencies may be of assistance. For example, some of the programmes that we run have their own complaints mechanism (usually a telephone hotline) coordinated by the relevant government department.
Information about these hotlines is included in the sections dealing with each programme. It needs to be stressed that these agencies should not be the first point of contact.
Records of any complaints and grievances will be filed with the client’s or the employee's file for future reference.
Policy Review
This policy will be reviewed on 31st December each year and as a standing item, include details of the date it was reviewed.
Policy Additions or Amendments
Separate to the mandated annual review, the policy may be varied at any time due to legislative changes or to fall in line with widely accepted best practices in the workplace. In the event of any changes, the policy will be updated and relevant stakeholders advised.
