1. PURPOSE:
To describe the process for managing and recording complaints and appeals.
Definitions:
• A complaint can be made about any product or service provided by YUGO Driving School by staff or students.
• An appeal is against any Yugo Driving School decision such as an assessment outcome or disciplinary action.
All Complaints and Appeals are handled through the same procedure

2. REFERENCES:

3. ACTIONS:
3.1 Clients are encouraged to informally discuss a complaint or appeal directly with their Trainer or YUGO Driving School General Manager before the following formal process is undertaken.

3.2 A complaints or appeals must be submitted in writing on the YUGO Driving School Complaints and Appeals Form. YUGO Driving School will act on and investigate each complaint or appeal within 10 working days working days.

3.3 Each complaint/appeal and its outcome will be recorded in writing, noted in the CI register, discussed at the RTO Meeting and the record filed on individual students file.

3.4 As per our Enrolment & Course outlines, agreed to by the student, a complaint or appeal must be made within one (1) month of completion of the course. Each complainant/appellant will have an opportunity to formally present his or her case and will be provided with a written statement of the appeal outcome including reasons for the decision reached within 3 weeks of the complaint being made.

3.5 Each appeal will only be heard once.

3.6 Where a complainant feels that a representative of YUGO Driving School has not satisfactorily dealt with the matter, they may seek third party involvement through appropriate bodies external to YUGO Driving School e.g. trade unions or statutory bodies. They can also contact the ASQA, the ASQA website or the National Training Hotline, telephone: 13 38 73.

3.7 No complaint or appeal will be pre-judged.

4. DOCUMENTATION:
4.1 Yugo complaints and appeals form. Click here to DOWNLOAD the form (PDF).

 

Complaints and Appeals Policy YUGO Driving School is committed to; Providing an environment in which complaints or appeals are responded to promptly, with minimum distress and maximum protection to all parties. To ethical and responsible management, and a visible, accessible and fair complaints or appeals handling process with a view to achieving mutually acceptable and fair outcomes. Viewing client complaints and appeals as providing an opportunity to review and improve its policies and practices, and also to gain insight into levels of client satisfaction. Adopting an ethical and professional approach to handling complaints and appeals. Respect for privacy and confidentiality wherever possible within the constraints of the need to fully investigate the complaint or appeal. A mutually acceptable resolution being reached through negotiation, conciliation and/or mediation. Viewing complaints and appeals as opportunities for improvement