Skill Insight Ltd (Skills Insight) takes all complaints and feedback seriously and acknowledges everyone’s right to express their opinion about our services.
We will provide an opportunity for concerns to be raised and addressed in ways that ensure fairness, accountability and transparency, including the areas of the training package development processes that are within the control of Skills Insight.
Complaints, as one type of feedback, provide valuable data about some aspects of Skills Insight’s services and the training package program governed by the Department of Employment and Workplace Relations. We are committed to resolving complaints that are within our control at the earliest opportunity, in a way that respects and values a person’s feedback.
The purpose of this policy is to:
Policy and Procedure
Definition of a complaint
For the purpose of this policy a complaint is an expression of concern, dissatisfaction or frustration with the quality or delivery of service, a policy or procedure, or the conduct of another person.
A complaint can relate to:
Lodging a complaint
Stakeholders wishing to make a complaint may do so in writing or verbally, through the following options:
Information required to lodge a complaint
Complaints about the training package development process will be considered and may inform advice and feedback that we provide to the Department of Employment and Workplace Relations as well as informing future project work.
In addition to contacting us, complaints about the training package development process can be made directly to the Department.
Complaint handling process
Skills Insight will:
A register of complaints will be kept by Skills Insight. The register will be maintained by the Executive Management Team and will record the following:
Transparency of the Complaint
The complaints register and files will be accessible to Skills Insight staff. Unless you request it, the complaint will not be made public. However, the content of any complaints may be available to the Jobs and Skills Council Stakeholder Representative Forum and/or, the Department of Employment and Workplace Relations.
Feedback and Amendments
Organisations change and develop over time, and so do their policies. Please contact Skills Insight if you believe that any part of this policy needs changing or updating.