We welcome feedback and encourage employers, facilitators and participants to contribute to our continual improvement process.
We pride ourselves on our professional reputation and we want to be the best in our field of work. Therefore, our aim is to respond quickly to suggested improvements as this not only has benefits for everyone involved in our programs, but also adds value to our business.
Your feedback is our learning. We prefer to resolve issues quickly and informally.
If you have a complaint regarding any aspect of our action learning programs, or the conduct of any employees or associates of the Action Learning Institute, we would like you to raise your concerns immediately. We prefer to resolve complaints quickly through constructive discussion, however we also encourage you to lodge a formal complaint if you are not satisfied or a resolution cannot be reached.
For participants and employers, please speak directly with the facilitator for your program first – in most instances you will be able to resolve the issue immediately.
Alternatively, contact our office by email at [email protected] and an impartial representative of the Action Learning Institute will mediate to resolve the situation with all parties involved.
To escalate your complaint, you can lodge a formal complaint or lodge a complaint with the National VET Regulator. More information is provided below.
Lodging a formal complaint
If you are not satisfied with the outcome of the methods above, the Action Learning Institute has formal procedures for documenting and dealing with complaints.
Include all information you think is relevant to your issue – this will help us to resolve your issue as quickly as possible. Ensure that you include an explanation of the resolution that you are seeking.
Forward the completed form to the Action Learning Institute by email, fax or post. Our details are included on the form.
We will investigate your complaint and respond in writing within 3 working days of receiving your written complaint.
If we estimate that more than 60 calendar days are required to process and finalise your complaint, we will contact you in writing to explain why we need more time. We will then maintain communication with you throughout the process.
Lodging a complaint with ASQA
If, after completing the formal complaint process, you are still not satisfied, you can submit a complaint to the national VET regulator by completing an online complaint form at http://www.asqa.gov.au/complaints/
You must attach evidence to your complaint form showing:
- That you have followed our formal complaints procedure, and
- Our response to you.
The completed Action Learning Institute Complaint Form returned to you at the conclusion of the formal complaints process should fulfil these requirements.
If you need an interpreter, please call the Translating and Interpreting Service on 131 450 and ask them to telephone the Australian Skills Quality Authority on 1300 701 801, between 9.00 am and 7.00 pm EST, Monday to Friday.