Dangerous Goods Training Centre Pty Ltd ("DGTC") is committed to providing a fair, effective and accessible process for clients, learners and participants to raise concerns about our services and to appeal decisions that affect them.
Our Approach to Complaints
- While we aim to ensure that clients/participants are satisfied with the services/products we offer at all times, we understand there may be times when clients have a legitimate concern.
- Any issues should be raised verbally with an appropriate DGTC representative and then put into writing.
- DGTC will deal with all complaints in an effective and timely manner.
- DGTC will do its best to resolve all complaints within sixty (60) business days.
- Every complaint and the outcome of each will be recorded in writing.
Responsibility for Resolution
- The CEO is responsible for managing the resolution of all complaints and will be able to supply and assist with the complaint form.
- All complaints are reviewed at our management meetings and, if appropriate, will result in continuous improvement activities.
Appeals
- A learner/participant may appeal within fourteen (14) days of receiving notification of any decision made about late or missed assessment/s.
- If a client/participant is still not satisfied following the complaint outcome, the client/participant can lodge a complaint appeal. DGTC will be advised by the correct source and/or any relevant third party of what measures to make to resolve this matter.
No Retaliation
Learners and clients have the right to lodge a complaint or appeal and have it investigated effectively without retaliation or victimisation.
How to Lodge a Complaint
- Raise the issue verbally with the relevant DGTC staff member in the first instance.
- If the matter is not resolved, put your complaint in writing and address it to the CEO at DGTC.
- DGTC will acknowledge your complaint and aim to resolve it within sixty (60) business days.
- If you remain unsatisfied with the outcome, you may lodge an appeal in writing.
External avenues, such as the Australian Skills Quality Authority (ASQA), remain available to learners who are not satisfied with the internal complaints and appeals process.