Complaints Policy

Our complaints procedure also helps us to modify our systems and processes, to prevent further complaints and enhance the services we provide.

ATTTO  complaints policy

1. Any person may lodge a complaint with ATTTO about any matter over which ATTTO has control and that he or she considers gives grounds for a grievance.
2. It is not possible to specify all the grounds for complaints but some examples could include:

• Assessor registration and accreditation decisions
• Training provider accreditation appeal
• Appeals against outcomes of assessments
• Moderation appeals
• Complaints about the conduct of a staff member of the ITO
• A complaint about the conduct of an ITO registered assessor

3. All complaints are to be treated in the strictest confidence.
4. Our emphasis is on achieving understanding, resolving as many issues as possible, preventing future complaints.
5. All investigations into complaints received will take into account the rights of the complainant and any individual about whom the complaint involves.
6. Complaints are also an important component of customer feedback. We will ensure that all feedback is communicated to the appropriate staff individual.

Procedures

Informal Complaint Resolution

7. 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 possible after the event. Formal complaints procedures should generally only be utilised where attempts at informal resolution have been unsuccessful or would not be in the best interests of the complainant.

Written Complaints

8. 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 relevant ATTTO Manager. Where the complaint directly relates to an ATTTO Manager, it should be sent to the ATTTO Chief Executive.
9. An Assessment Appeal Request Form must be used when appealing an assessment decision. This form will be issued on request by the Customer Service Centre.
10. A written complaint must contain a clear statement of the grounds for the complaint and supporting documentation or evidence where appropriate.
11. The ATTTO staff member receiving the complaint will send written acknowledgment of the complaint to the complainant within 5 working days of receiving the complaint and begin an investigation into the complaint within 10 working days of receiving the complaint.
12. Investigation of the complaint may include, where appropriate, interviewing the individual concerned, and obtaining statements from any individuals who may be involved in the matter.
13. Where individual staff members are under investigation, they should be encouraged to seek support and advice. Their Manager is responsible for ensuring this option is discussed with staff involved in the investigation.
14. 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. Such a letter may also outline changes in practice ATTTO is instigating to correct and/or improve issues highlighted.
15. 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.
16. If at any stage it appears likely that legal action may arise, the coordinator of the complaint shall advise the Chief Executive, who shall in turn advise the Board, the ATTTO solicitors, and the Professional Liability Insurers as soon as possible.

Appeals Procedure

17. Where the complainant is dissatisfied with the outcome of an investigation into a complaint, they may appeal in the first instance to the Chief Executive. 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.
18. If the complainant remains dissatisfied with the outcome following the review by the Chief Executive, they may appeal to the appropriate Training Council Chairperson, who shall be the final point of appeal within ATTTO.
19. If the complainant remains dissatisfied with the outcome following the review by the Training Council Chairperson, they may lodge a formal complaint with the Tertiary Education Commission.

Reporting / Monitoring of Complaints

20. The Chief Executive will ensure that all customer feedback and complaints are regularly audited.
21. All formal complaints and compliments will be recorded on a central register, which shall be maintained by Customer Services Manager.
22. Anonymous complaints and compliments will also be reported upon and may be used for the purposes of training and development throughout ATTTO.

Accessibility of Complaints Policy

23. Information regarding the existence of the Complaints Policy shall be included in the ATTTO Organisation Manual, and is to be available on the ATTTO website.