This Complaints Policy establishes procedures for Road Ready Centre to
effectively manage and resolve complaints from students, clients and
members of the public.
Our management and staff respect the right of members of the community to
complain about the standard of services that we provide. We take
complaints seriously, they give us important information about how we can
better our service. We will seek to resolve complaints in an efficient,
fair and quick manner. Everyone is committed to providing the highest
standard of service possible. It is important that our staff understand
that all complaints are treated as legitimate and will be investigated
All complainants have the right to be heard and the right to receive a
response. The appropriate acknowledgement and speedy handling of
complaints is essential to our continuous improvement.
If you wish to make a complaint
You should apply this procedure if you have any problems with course
content or conditions relating to the training delivery.
1.In the first instance you should discuss the problem with your training
Facilitator and seek a solution at that stage.
2.If you feel that you have a grievance with your training Facilitator
that cannot be resolved at Stage 1, you should approach the
administration office to initiate the grievance process. Please provide
all relevant details which will be recorded and passed on to an
appropriate person for action.
Other clients and members of the public
1. Recording and acknowledgment of the complaint and attempted resolution
by front line staff.
2. If the complainant is still not satisfied, it will be reviewed by the
General Manager and the results of the review will be reported to the
NB: If the complainant remains dissatisfied, we will
consider other options that may available to achieve a resolution.
Records of Complaints
To assist us with our goal of continuous improvement, we will keep a
record of all complaints made and the outcome. This will allow us to
appropriately deal with any systemic or recurring issues within our
company. All personal information that we collect in order to resolve
your complaint will be appropriately handled in accordance with our
We will endeavour to resolve all complaints received as fairly as
possible and in a timely manner. Some of the remedies that we may use to
help resolve complaints include:
Where we have made a mistake, taken too long to follow up a matter, or
simply overlooked a matter, we will take immediate action to rectify the
mistake or situation as soon as practicable.
Where a complaint is made about an employee, whether it is about the
employee's general manner or about the employee providing wrong
information, and after investigation if we consider the complaint is
justified, the employee will be provided with training and/or coaching.
If a complaint is in relation to Licensing and Program Regulations and
cannot be resolved by us, the complainant may be referred to:
Project Officer, Road Ready Program, Road Transport Regulation, Office of
Regulatory Services, Justice and Community Safety Directorate, GPO Box
158 Canberra ACT 2601
In person: 70 Dundas
Court, Phillip or Canberra Technology Park, 47 Phillip Avenue, Watson
By e-mail: firstname.lastname@example.org
By telephone: 02 6162 5152
By fax: 02 6162 5153
In writing to: Road Ready Centre, General
Manager, PO Box 7181, Watson, ACT, 2602