Complaints Policy
Purpose
The purpose of the complaint is to ensure that complaints are managed fairly, within the required timeframe, and that resolutions are affective.
Scope
This policy affects all Pegasus Training Options staff members involved in receiving, responding to or resolving learner and/or employer complaints.
The following inputs were considered in the development of this policy:
- 2010 VETAB Audit Report
- 2010 Pegasus Training Options Management Report
Policy
Pegasus Training Options is dedicated to maintaining a supportive and fair environment (in accordance with our Access and Equity Policy) thereby allowing students, trainees or clients to make formal complaints. All complaints will be acted on and addressed in a fair and equitable manner.
A complaint is when a client, student or trainee informs Pegasus Training Options that they are not satisfied with an aspect of a service and request a resolution.
All complaints are resolved using a formal process and all students, trainees or clients will have their concerns heard and dealt with, without repercussions to the quality of services provided to them.
Each complaint is recorded and formally documented. All details pertaining to the person making the complaint, any investigation involved, and any resolutions will remain private and confidential.
The aim of this policy, and the related procedure; TRA-PRO-COM-Complaints Procedure, is to ensure that all complaints reach a satisfactory outcome for all parties within a sufficient timeframe, and that any improvement requirements raised during the process are assessed and, if required implemented in order to prevent any future issues for other students, trainees or clients.
