1. Introduction
The Vocational Education and Training Sector Awards is committed to dealing with all complaints and appeals in a fair, transparent, and timely manner. We welcome feedback, including complaints, as they provide us an opportunity to improve our services and maintain our reputation as a fair and effective awarding body.
2. Scope
This policy covers complaints about any aspect of our services and appeals against decisions, including award nominations, evaluations, and results. Anyone who interacts with our services, including nominees, voters, sponsors, and the general public, can lodge a complaint or appeal.
3. Complaints Process
Step 1: Lodging a Complaint
To lodge a complaint, the complainant should provide a written account of their concerns, including any relevant details, to our dedicated email address within 14 days of the incident.
Step 2: Acknowledgement of Complaint
Upon receipt of the complaint, we will send an acknowledgment within three working days. The acknowledgment will provide an overview of the complaints process and an estimated timeline for resolution.
Step 3: Investigation
The complaint will be investigated by an appropriate person who is independent of the incident. This may include interviewing relevant parties and reviewing relevant documents.
Step 4: Outcome
Once the investigation is completed, the complainant will be informed of the outcome in writing, including any actions taken or proposed.
4. Appeals Process
If a complainant is dissatisfied with the outcome of a complaint, they may lodge an appeal.
Step 1: Lodging an Appeal
The appeal must be lodged in writing within seven days of receiving the complaint outcome, outlining the reasons for the appeal.
Step 2: Acknowledgement of Appeal
The appeal will be acknowledged within three working days, and the complainant will be informed about the appeals process and estimated timeline.
Step 3: Review
An independent reviewer not involved in the original complaint will review the appeal, which may involve reviewing the initial complaint, the investigation process, and the outcome, as well as any new evidence.
Step 4: Outcome
The appellant will be informed in writing of the appeal outcome, which is final.
5. Confidentiality
All complaints and appeals will be handled confidentially and will not affect or bias the process of the complainant’s or appellant’s current or future nominations.
6. Record-keeping
Records of all complaints and appeals and their outcomes will be securely stored for a period of at least five years to allow all parties to the complaint or appeal appropriate access to these records.