Skillset Training Complaint Policy
Purpose
At Skillset Training, we are committed to providing high-quality training services and
ensuring a positive learning experience for all participants. However, we recognize that there
may be occasions when our clients or participants may have concerns or complaints. This
policy outlines the process for submitting complaints and how they will be handled.
Scope
This policy applies to all complaints made by participants, clients, or any stakeholders
involved in our training services, including but not limited to course content, delivery,
materials, instructors, or administrative processes.
Complaint Procedure
1. Submission of Complaint
o Complaints can be submitted through the following channels:
▪ Email: ADMIN@SSTI.COM.AU
▪
▪ Phone: 1800318555
▪ In-Person: Complaints can be raised with admin and student service
representative at any of our college
▪ Online Portal: Participants can submit complaints via our online
training platform.www.ssti.com.au
2. Details to Include
When submitting a complaint, please provide the following details to help us resolve
the issue effectively:
o Your name and contact information
o Training course or service involved
o A clear description of the issue
o Date of the incident or concern
o Any supporting documents or evidence
3. Acknowledgement of Complaint
Upon receiving a complaint, we will acknowledge receipt within 3 business days and
provide a reference number for tracking purposes.
4. Investigation and Resolution
o All complaints will be investigated thoroughly by the relevant department.
o We aim to resolve complaints within 10 business days from the date of
acknowledgement.
o If the investigation requires more time, we will keep the complainant informed
of the progress and provide an estimated timeline for resolution.
5. Possible Outcomes
o Apology and Rectification: In cases where the complaint is valid, Skillset
Training will apologize and take corrective actions to address the issue, such
as offering an alternative course, refund, or re-training.
o Action Plan: If the complaint pertains to administrative or procedural issues,
we will propose a clear action plan to prevent future occurrences.
o No Action: If the complaint is found to be unfounded or the investigation
shows no wrongdoing, we will notify the complainant and explain the
outcome.
AUSTRALIAN COLLEGE FOR INTERNATIONAL STUDENTS6. Escalation Process
If the complainant is not satisfied with the resolution, they may escalate the issue to
the Complaints Review Panel:
o This panel will consist of senior management and relevant department heads.
o The panel will review all materials related to the complaint and provide a final
decision within 15 business days.
o The decision of the Complaints Review Panel will be final.
o If you are not satisfied with the review panel you will be advised and provided the
contact detail of education ombudsman and RTO regulator (ASQA)
7. Confidentiality
All complaints will be handled with confidentiality. Information will only be shared
with those directly involved in the investigation or resolution process, unless the
complainant consents to further sharing of information.
8. Non-Retaliation
Skillset Training has a strict non-retaliation policy. No individual will be treated
unfairly, harassed, or victimized for filing a complaint in good faith.
9. Feedback and Continuous Improvement
All complaints are valued as opportunities to improve our services. We will regularly
review complaints to identify recurring issues or areas for improvement and make
necessary changes to enhance the quality of our training programs.
Contact Information
For further questions or assistance regarding the complaint process, please contact us at:
PH: 1800318555
• Email: ADMIN@SSTI.COM.AU
SKILLSET TRAINING WWW.SSTI.COM.AU
AUSTRALIAN COLLEGE FOR INTERNATIONAL STUDENTS