MHS Training Pty Ltd

NTIS Id: 90690

Complaints Policy

MHS Training Pty Ltd is committed to the appropriate resolution of complaints. Our policy sets out the correct procedure for the handling of complaints. MHS ensure that students and providers are made aware of their right to complain. We recognise that complaints are one method of measuring students’ and providers’ satisfaction, this can be a useful source of information and feedback for further improvement of our service. No person is to be discouraged from making a complaint.

A copy of our complaints procedure is available on request.

Organisational procedures ensure that each complaint or grievance is:

• documented in writing using our Complaint Registration Form.
• dealt with confidentially and impartiality.
• heard and dealt with by an independent person who has not been directly involved with the issue.
• will be documented in the Complaints Register; and,
• Each complainant has the opportunity to formally present their case.
• Resolution of the complaint will be actioned immediately. If the complaint is complex and involves more investigation a response will be forwarded within 7 days of receipt.
• A copy of the complaint and outcomes will be presented in writing to the complainant within 7 days.

Our complaints policy reflects a provision of quality service based upon best practice.