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Grievance and Appeals Policy and Procedure

At TRAINING WORX (AUST) Pty Ltd we are committed to providing a pleasant and safe work environment for all employees, clients and visitors. We acknowledge, however, that things do not always go smoothly and that employees and clients can sometimes feel aggrieved about things that are happening.

An employee may have a complaint about a decision, behaviour, act or omission (whether by management or other staff) that they feel is unfair, discriminatory or unjustified; and a client may have a complaint about information or service with which they have been provided.

The Grievance and Appeals Policy provides a procedure by which an employee or client may have their complaints addressed.

As a Registered Training Organisation (RTO) operating in compliance with the 2015 RTO Standards  TRAINING WORX (AUST) PTY LTD is responsible for setting in place quality assurance processes to ensure that skills development and recognition specifications are supported with grievance and appeals procedures which are open, accessible and transparent and consistent with recommendations and guidelines set out within training packages and also meet the individual training needs of training participants undertaking formal nationally recognised training.

The prime objective of this policy is to deliver client and student satisfaction through professional RTO provisions.  It is the intention of TRAINING WORX (AUST) PTY LTD to maintain services at a level of customer expectations.  To do so, it is a requirement that all training and assessment staff within or used by TRAINING WORX (AUST) PTY LTD will adhere to the policies and procedures in the 2015 RTO Standards and the RTO Policy and Procedures in accordance with their Code of Practice.

To ensure complete satisfaction, TRAINING WORX (AUST) PTY LTD will follow up and address any issues or concerns expressed by clients or students.  Prompt action will be implemented to ensure concerns are handled quickly and in accordance with procedures set in place to safeguard the interests of TRAINING WORX (AUST) PTY LTD and also those of the clients and students.

 

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For a full copy of our Grievance and Appeals Policy and Procedure please feel free to download

 

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