Complaints Procedure
A participant enrolled in a course who has a complaint, on any matter, other than academic decisions, involving MW Training Consultants should undertake the following steps:
- Clients who feel they have an issue of concern should in the first instance approach the trainer, who will deal with the matter fairly and equitably.
- If the matter is not resolved to the satisfaction of both parties, within 14 days, a request may be made to MW Training Consultants, in writing for a staff member who has not been involved in the complaint, to review the complaint and have the matter resolved. The process of reviewing the complaint and preparing a detailed written response to the participant is to occur within 28 days of receiving the written complaint.
- If the participant is unsatisfied, the complaint will be forwarded to the Director for review.
- If the participant is still unsatisfied, a written notice may be lodged with MW Training Consultants requesting an independent review by an external mediation consultant, or appropriate body.
A complaint, if not resolved informally, must be lodged in writing no later than 21 days from the date of the incident considered to have caused the complaint. Complaints lodged in writing need to be addressed to:
The Manager, MW Training Consultants
P.O. Box 71, Scarborough 4020 Any substantiated complaints will be reviewed for corrective action as part of the company’s continuous improvement process and appropriate action taken to prevent any recurrence.
Where a student feels they cannot approach the training organisation they may contact the Department of Education and Training (DET) on 1300 369 935.
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