What is a grievance?
A grievance may be about any act, omission, situation or decision that you think is unfair, discriminatory or unjustified. If you have a grievance, our grievance policy is to treat your grievance with complete confidentiality, impartially, free of repercussions and in a timely manner.
What if I'm not happy with the service provided?
Our aim is to provide a high quality service, therefore we would like to know if you have any concerns.
What are my rights?
- You have the right to express your concerns about a service without fear of losing the service or suffering any other recriminations.
- You have the right to have your concerns dealt with fairly and promptly.
- You have the right to be represented by an advocate of your choice.
- You have the right to privacy and confidentiality.
- You have the right to view any information about yourself, held by us.
What are my responsibilities?
- You should act in a way which respects the rights of the other clients, trainers and others involved.
- You need to take responsibility for your own actions.
If you have any concerns and feel your rights are not being respected please see your trainer or coordinator, or follow the Grievance Procedure shown below.
I have a grievance – what do I do?
If you have a grievance you should do the following:
- You are encouraged to raise your concerns with the trainer/assessor in the first instance.
- If you are not satisfied with the outcome, or not happy to discuss the issue, contact the manager.
- Once a grievance is received it must be recorded on the Complaints form and entered into the Complaints Register.
- Every attempt will be made to resolve the issue within 14 days.
- If a satisfactory solution is not reached the matter will be referred to an independent person to assess the situation.
- Once the issue is resolved recommendations will be made on any action to be taken.