{"id":6196,"date":"2026-03-10T04:16:49","date_gmt":"2026-03-10T04:16:49","guid":{"rendered":"https:\/\/skillset.ap.applyflow.com\/?page_id=6196"},"modified":"2026-04-29T03:08:27","modified_gmt":"2026-04-29T03:08:27","slug":"complaints-policy","status":"publish","type":"page","link":"https:\/\/skillset.com.au\/complaints-policy\/","title":{"rendered":"Complaints Policy"},"content":{"rendered":"\n\n

Feedback and Complaints Policy<\/h2>\n

1.0 PURPOSE AND SCOPE<\/h4>\n

Feedback\u00a0and complaints\u00a0assist\u00a0Skillset Limited (Skillset)\u00a0to identify areas\u00a0for\u00a0improvement and to implement necessary changes to enhance products, services, and processes. This leads to enhanced stakeholder satisfaction and the prevention of dissatisfaction recurrence.\u00a0This Policy provides the mechanism\u00a0for receiving, managing, and resolving\u00a0stakeholder\u00a0complaints\u00a0in a timely, fair, and consistent manner.\u00a0<\/p>\n

Through this Policy,\u00a0Skillset\u00a0ensures\u00a0the right of\u00a0stakeholders to make a complaint.\u00a0This Policy aims to build trust and confidence among stakeholders by demonstrating a commitment to listening and responding to concerns.\u00a0\u00a0<\/p>\n

2.0 POLICY<\/h4>\n

Complaint: a typically\u00a0unsolicited\u00a0expression of dissatisfaction, concern or frustration, however made, about the standard of service, actions or lack of action made by Skillset or its Employees, affecting an individual, group of clients, or other stakeholders. Complaints typically involve a formal or informal communication from a stakeholder indicating that their expectations have not been met\u00a0and seek a response, resolution or redress\u00a0which cannot be\u00a0immediately\u00a0provided.\u202f\u00a0
Feedback:\u00a0information provided by\u00a0stakeholders\u00a0that can be positive or negative. It is often\u00a0solicited\u00a0and aims to offer insights into experiences, perceptions, and suggestions for improvement\u00a0which can be\u00a0resolved immediately,\u00a0or which\u00a0don’t hold the expectation\u00a0of further response.\u00a0<\/p>\n

Complainant:\u00a0The individual or entity making the complaint.\u00a0Complainants have the right to:\u00a0raise a complaint; remain anonymous where desired;\u00a0have their complaint managed in a confidential manner; and an unbiased decision\u00a0made\u00a0including\u00a0impartiality in any\u00a0investigation and decision-making and an absence of bias by a decision-maker.\u00a0<\/p>\n

Complaint handler:\u00a0A complaint handler manages and resolves complaints, including\u00a0by listening, investigating, and coordinating\u00a0resolution of concerns.<\/p>\n

3.0 MAKING A COMPLAINT<\/h4>\n

Feedback or a\u00a0complaint may be\u00a0raised to Skillset\u00a0by any stakeholder,\u00a0through various channels\u00a0including:\u00a0face to face, by phone, by email, through the Skillset website\u00a0or\u00a0by post.\u00a0\u00a0When submitting a complaint, the complainant\u00a0may\u00a0provide their name, contact information, a description of the issue, the date and time of\u00a0any specific\u00a0incidents, and any supporting documents or evidence. This information\u00a0will assist Skillset in\u00a0ensuring that the complaint is accurately\u00a0understood,\u00a0recorded and can be effectively addressed.\u00a0The receipt of a complaint will be promptly acknowledged by Skillset.\u00a0<\/p>\n

Complainants may elect to remain anonymous or be dealt with under a pseudonym, however if a complainant elects to do this, the complaint may not be able to be investigated fully, and a resolution may not be able to be provided\u00a0depending on the nature of the complaint.\u00a0\u00a0<\/p>\n

Skillset will\u00a0maintain\u00a0the\u00a0confidentiality of parties involved\u00a0in a complaint, including\u00a0ensuring\u00a0information\u00a0is restricted\u00a0to those directly involved in the complaint and its resolution.\u00a0All reasonable steps\u00a0will be taken\u00a0to ensure that\u00a0anyone who\u00a0makes a\u00a0complaint\u00a0is not adversely affected because a complaint has been made.\u00a0<\/p>\n

Complaints\u00a0related\u00a0to the Chief Executive Officer, should be\u00a0raised\u00a0to the Chair of the Skillset Limited Board\u00a0via email to\u00a0chair@skillset.com.au. <\/a><\/p>\n

4.0 COMPLAINT MANAGEMENT<\/h4>\n

Skillset will acknowledge receipt of all complaints within two business days. Complaints will be managed with integrity and in an equitable, objective and unbiased manner. The complaint will undergo an initial assessment, so that it can be assigned to an appropriate department or individual to resolve, known as a complaint handler.\u00a0\u00a0Any conflicts of interest, whether actual or perceived, will be managed in accordance with SLPOL060 Conflict of Interest Policy. A Senior Leader will support the complaint handler as required and provide oversight of the process.\u00a0\u00a0\u2028 \u2028<\/p>\n

The complaint handler will conduct a thorough investigation, gathering all relevant information and evidence. Based on the findings, and with input from the complainant, the complaint handler will recommend an appropriate resolution to a member of the Senior Leadership Team for approval. The complaint handler will ensure implementation of any necessary actions required to address the complaint, and inform the complainant of the resolution and actions taken as a result of the complaint where possible.\u00a0\u00a0\u00a0\u2028<\/p>\n

Skillset will aim to resolve complaints as soon as practical and will maintain contact with the complainant at regular intervals until the complaint is resolved. \u2028 \u2028<\/p>\n

All complaints, investigations, and resolutions will be documented and analysed to identify trends and areas for improvement, fostering a culture of continuous improvement.\u00a0<\/p>\n

5.0 ESCALATION OF COMPLAINTS<\/h4>\n

If, at the conclusion of the complaint management process,\u00a0the complainant\u00a0is unsatisfied with how\u00a0their\u00a0complaint has been handled\u00a0and\/or\u00a0resolved, they may ask that the complaint outcome is reviewed\u00a0by a higher level of management, which may be a Senior Leadership Team member or the\u00a0CEO.\u00a0They\u00a0will\u00a0review\u00a0the\u00a0complaint and actions taken by the complaint handler and\u00a0determine whether the\u00a0process undertaken adhered to this Policy.\u00a0\u00a0\u00a0\u2028\u00a0\u2028<\/p>\n

In some circumstances, the CEO or the Chair may\u00a0engage an external party to conduct an independent investigation on\u00a0their\u00a0behalf.\u00a0\u00a0\u2028\u00a0\u2028<\/p>\n

Where Skillset can’t resolve or clarify a complaint to the complainant’s satisfaction,\u00a0the complainant may be provided\u00a0advice regarding the available rights and opportunities for external review. The organisation, authority or person we refer to will depend on the nature of the complaint.\u00a0\u00a0<\/p>\n\n \"CTA\n

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Feedback and Complaints Policy 1.0 PURPOSE AND SCOPE Feedback\u00a0and complaints\u00a0assist\u00a0Skillset Limited (Skillset)\u00a0to identify areas\u00a0for\u00a0improvement and to implement necessary changes to enhance products, services, and processes. This leads to enhanced stakeholder satisfaction and the prevention of dissatisfaction recurrence.\u00a0This Policy provides the mechanism\u00a0for receiving, managing, and resolving\u00a0stakeholder\u00a0complaints\u00a0in a timely, fair, and consistent manner.\u00a0 Through this Policy,\u00a0Skillset\u00a0ensures\u00a0the right…<\/p>\n","protected":false},"author":8,"featured_media":0,"parent":0,"menu_order":2,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_seopress_robots_primary_cat":"","footnotes":""},"class_list":["post-6196","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/skillset.com.au\/af-api\/wp\/v2\/pages\/6196","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/skillset.com.au\/af-api\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/skillset.com.au\/af-api\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/skillset.com.au\/af-api\/wp\/v2\/users\/8"}],"replies":[{"embeddable":true,"href":"https:\/\/skillset.com.au\/af-api\/wp\/v2\/comments?post=6196"}],"version-history":[{"count":4,"href":"https:\/\/skillset.com.au\/af-api\/wp\/v2\/pages\/6196\/revisions"}],"predecessor-version":[{"id":7549,"href":"https:\/\/skillset.com.au\/af-api\/wp\/v2\/pages\/6196\/revisions\/7549"}],"wp:attachment":[{"href":"https:\/\/skillset.com.au\/af-api\/wp\/v2\/media?parent=6196"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}