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Complaints Resolution

Skills4Work Complaints Policy

  1. Any individual or organisation may lodge a complaint with Skills4Work about any matter over which Skills4Work has control and that they consider gives grounds for a grievance. Some examples may include:
    • Appeals against outcomes of assessments
    • Complaints about the conduct of a staff member of Skills4Work
    • Complaints regarding facilities or service
  2. Our emphasis is on achieving understanding, resolving as many issues as possible and preventing recurrence. Consequently all complaints will be treated with respect and in the strictest confidence.
  3. All investigations into complaints received will take into account the rights of the complainant and any individual or department about whom the complaint refers.
  4. Complaints are an important component of customer feedback and service improvement. We aim to ensure that all feedback is communicated to the appropriate person and to our General Manager.

Procedure

Informal Complaint Resolution
Where possible, the complainant should endeavour to raise and resolve the issue as close as possible to its point of origin (the source of the grievance) as soon as practicable after the event. Formal complaints procedures should generally only be used where attempts at informal resolution have been unsuccessful or would not be in the best interests of the complainant.

Written Complaints
Where an informal approach is not in the best interests of the complainant, or where the complainant does not feel that informal resolution has produced a satisfactory outcome, a written complaint should be lodged with the Skills4Work Quality Advisor.

A written complaint must contain a clear statement of the grounds for the complaint and include supporting documentation or evidence where appropriate. A Complaints Template is provided.

Download Complaints Form

The Skills4Work staff member receiving the complaint will give it to the Quality Advisor immediately for logging and recording. The Quality Advisor will then send written acknowledgment of receipt to the complainant within 3 working days and begin an investigation of the complaint within 5 working days of receiving the complaint. Investigation of the complaint may include, where appropriate, interviewing the individuals concerned and obtaining statements from any individuals who may be involved in the matter.

Where individual staff members are under investigation, they will be encouraged to seek support and advice. The Quality Advisor is responsible for ensuring this option is discussed with staff involved in the investigation.

The complainant will be offered the opportunity of further information/clarification following the investigation. A letter addressing all elements of the complaint will be sent to the complainant at the conclusion of the investigation. Should a complaint be upheld a Corrective Action, Preventative Action procedure will be initiated.

Where further investigation is required, the coordinator of the complaint will keep the complainant fully informed of progress in writing, and negotiate a revised timeframe if necessary.

If at any stage it appears likely that legal action may arise, the Quality Advisor shall advise the General Manager, who shall in turn advise Skills4Work solicitors, and the Professional Liability Insurers.

Appeals Procedure

Where the complainant is dissatisfied with the outcome of an investigation into a complaint, they may appeal in the first instance to the General Manager. Such an appeal should be made in writing immediately upon receipt of the advice of the decision that the person wishes to contest. The statement must contain a clear outline of the grounds for the appeal, supporting documentation, and copies of any correspondence from the coordinator of the complaint.

If the complainant remains dissatisfied with the outcome following the review by the General Manager, review by the General Manager, they may appeal directly to NZQA via the NZQA complaints procedures found on their website www.nzqa.govt.nz.

Reporting / Monitoring of Complaints

The General Manager will ensure that all customer feedback and complaints are regularly audited.

All formal complaints will be recorded on a central register, which shall be maintained by the Quality Advisor.

Anonymous complaints will be recorded and actioned and may be used for the purposes of training and development throughout Skills4Work.

Accessibility of Complaints Policy

Information regarding the existence of the Complaints Policy shall be included in all Skills4Work Student Handbook, Quality Management System and on the Skills4Work website.

Call us on 0800 2 Skill for more info, or email customerservices@skills4work.org.nz

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