We invite you to approach us with any concerns that you may have with the services that we provide. We do so because we see such approach as an opportunity to improve our services and to demonstrate our commitment to meeting your needs. All complaints and grievances will be dealt with quickly and discreetly.

Procedure

In the first instance, any concerns, complaints and grievances should be directed to the relevant program Trainer or our Training Manager. Should the complaint have to do with the Manager, the complaint should be made to a company Director.

If you want to us to deal with a concern or complaint, then

• raise the issue with the program Trainer, or if inappropriate, or the matter remains unresolved, raise the issue with management; or
• if inappropriate, or the matter remains unresolved, raise the issue with one of our Directors.

Contact should be made through our Carlisle office; or if contact with a Director is required, through our Albany Office. Contact may be made by telephone, in person (it might be best to make an appointment) or by letter, fax or email.

The Manager or Director may require that the complaint or grievance be presented in writing.

We believe that it is in everyone's interest to have issues aired and resolved. We are committed to resolving matters quickly and appropriately. Matters of confidentiality and privacy shall be respected at all times.

We realise that certain issues, however, may not be able to be resolved internally. In this case, external agencies may be of assistance. For example, some of the programs that we run have their own complaints mechanism (usually a hot-line) coordinated by the relevant government department.

Information about these hotlines, where they exist, is included in the sections dealing with each programme. It needs to be stressed that these agencies should not be the first point of contact.