COMPLAINTS AND APPEALS PROCEDURES
To describe the process for managing and recording complaints and appeals.
- A complaint can be made about any product or service provided by YUGO Driving School by staff or students.
- An appeal is against any Yugo Driving School decision such as an assessment outcome or disciplinary action.
All Complaints and Appeals are handled through the same procedure
3.1 Clients are encouraged to informally discuss a complaint or appeal directly with their Trainer or YUGO Driving School General Manager before the following formal process is undertaken.
3.2 A complaints or appeals must be submitted in writing on the YUGO Driving School Complaints and Appeals Form. YUGO Driving School will act on and investigate each complaint or appeal within 10 working days working days..
3.3 Each complaint/appeal and its outcome will be recorded in writing, noted in the CI register, discussed at the RTO Meeting and the record filed on individual students file.
3.4 Each complainant/appellant will have an opportunity to formally present his or her case, and will be provided with a written statement of the appeal outcome including reasons for the decision reached within 3 weeks of the complaint being made.
3.5 Each appeal will only be heard once.
3.6 Where a complainant feels that a representative of YUGO Driving School has not satisfactorily dealt with the matter, they may seek third party involvement through appropriate bodies external to YUGO Driving School e.g. trade unions or statutory bodies. They can also contact the VRQA, the VRQA website or the National Training Hotline, telephone: 13 38 73.
3.7 No complaint or appeal will be pre-judged.
4.1 Complaints and Appeals Form