CPB Group believes that a student, who has a complaint, grievance or appeal, has the right to raise the complaint or appeal and expect that every effort will be made to resolve it in accordance with this policy, without prejudice or fear of reprisal or victimisation.
The student has the right to present the complaint or appeal formally as well as in writing. Matters presented verbally or through third parties may be considered as complaints or suggestions for improvement and will be dealt with accordingly. These may also be presented in writing if the complainant wishes.
CPB Group will manage all complaints and appeals fairly, equitably and efficiently as possible. CPB Group will encourage the parties to approach the complaint or appeal with an open mind and to resolve problems through discussion and conciliation. Where a complaint or appeal cannot be resolved through discussion and conciliation, CPB Group acknowledges the need for an appropriate external and independent person to mediate between the parties. The parties will be given the opportunity to formally present their case to the independent person.
Confidentiality will be maintained throughout the process of making and resolving grievances. CPB Group seeks to protect the rights and privacy of all involved and to facilitate the return to a comfortable and productive learning environment.
A copy of this Policy is available to all students and staff via the CPB Group Office.
Should a student have a complaint, grievance or appeal, the following steps are to be followed:
- Student should discuss the issue/complaint with the person involved to try and resolve it verbally.
- If no resolution is reached, the student should discuss the issue/complaint with the trainer to see if it can be resolved. If still no resolution the student should put the following information relating to the complaint or appeal in writing:
- a description of the complaint or appeal
- state whether you wish to formally present your case
- what steps you have taken to deal with it
- what you would like to happen to fix the problem and prevent it from happening again.
- The student brings the complaint or appeal to the attention of the trainer within seven (7) days of the issue taking place.
- If the complaint or appeal is not dealt with to the student’s satisfaction within the seven (7) day period, s/he may bring it to the attention of the CEO. The CEO will either deal with the issue personally or arrange for it to be dealt with by a management representative. This process must commence within 48 hours from the time the CEO receives written notification from the student about their dissatisfaction to the response received from their trainer and a response/resolution must be presented within 7 days.
- Should the issue still not be resolved to the student’s satisfaction, CPB Group will make arrangements for an independent external person to resolve the issue. The student will be given the opportunity to formally present his or her case. The time frame for this process may vary but should take no longer than 14 days.
- All parties involved will receive a written statement of the outcomes, including reasons for the decision within the 14 day period.
- If the student is still not happy with external mediation, he/she may take his/her complaint to the State Training Authority.
8. All documentation relating to complaints or appeals should be archived for audit purposes.
9. CPB Group CEO will be responsible for the implementation and maintenance of the policy.