Complaints Procedures
Definition of a Complaint: ‘a complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the Service or its staff affecting an individual customer or group of customers’
BGT aims to assist all students to resolve disputes and settle complaints and is committed to using the best resources to ensure this happens. All students are entitled to a fair hearing and to ensure this happens, the following procedure has been implemented.
If you believe you are not being fairly treated during your training and assessment, have a disagreement with an assessment outcome, your first approach should be to your trainer to discuss your concerns. You should also speak to your supervisor. Your trainer and supervisor should note your concerns and work together to assist you to resolve them.
If you are unable to approach your trainer because the problem is between you and your trainer or because your problem is of a personal nature, you are encouraged to contact the Training Manager. The Training Manager will then recommend a course of action.
The reassessment would be carried out by a panel consisting of three assessors, two of which would be from BGT and one from an outside organisation.
The Complaint will be recorded in the Complaints Register held by the BGT Training Manager. Your concerns will be handled in strictest confidence and, if necessary, you will be referred to expert help outside Group Training which includes agencies such as SKILLS VICTORIA.
After you have been given the opportunity to discuss your concerns, a plan for dealing with them will be developed in consultation with you.
Notes will be made of all discussion and you will have access to the notes as you require. No information provided by you will be handed over to an outside agency without your signed consent.
Complaints Register
A Complaints Register is held by the Training Manager for all training related complaints. All complaints are treated with confidentiality and in a professional manner.