1.0 PURPOSE AND SCOPE

This policy outlines Skillset Limited’s (Skillset) commitment to providing high-quality services which meet or exceed the expectations of our stakeholders.

Skillset recognises that quality in service delivery and operations is not a point in time achievement; rather it relies on a process of continuous improvement involving employees, the Board, customers, clients and other stakeholders, in close collaboration.
This policy is relevant to all Skillset employees, and all services delivered by Skillset.

2.0 POLICY

Skillset is committed to implementing and maintaining a quality-focused management system to ensure that all services continuously meet or exceed the requirements of our customers, clients and other stakeholders.

This includes commitment to the following business practices:
• Implementing, maintaining and continuously improving our management systems to ensure the quality of our products and services.
• Maintaining a robust and continuously improved risk management framework to proactively identify, assess and manage risks, ensuring the delivery of safe, compliant and high‑quality services to our clients, partners and community.
• Building and maintaining mutually beneficial relationships with our customers, clients, and stakeholders, ensuring their long-term success by understanding their needs.
• Ensuring all Skillset employees possess the required competencies to perform their roles, including through appropriate recruitment practices and ongoing performance management; refer to SLPOL005 - Recruitment and Selection Policy and SLPOL042 - Performance and Conduct Management Policy.
• Continually improving the capabilities and competencies of Skillset employees by providing learning and development opportunities; refer to SLPOL007 - Learning and Development Policy.
• Ongoing evaluation of the effectiveness of Skillset policies and supporting business processes and systems.
• Ensuring all services comply with relevant industry standards, regulations, and best practices.
• Ensuring strong work, health and safety risk management practices which support quality outcomes by controlling risk, preventing disruptions, and helping ensure consistent, reliable service delivery.
• Informing all Employees of Skillset’s commitment to quality and their role in achieving it. Employees must familiarise themselves with and follow all Skillset policies and procedures.
• Establishing, maintaining, and continuously improving customer and client service systems and processes to ensure they are supportive, reliable, predictable, cost-effective, value-based, and user-friendly.
• Continuously seeking feedback, data, and information to ensure client expectations are met, or to identify opportunities for improvement (for example, via surveys, complaints, incidents, achievements, employee feedback).
• Enabling stakeholders to raise complaints about Skillset, including where stakeholder needs and expectations have not been met. Skillset will ensure that all complaints are handled in a fair, timely and efficient manner, and that Skillset continuously improves to prevent dissatisfaction. Refer to SLPOL043 - Feedback & Complaints Policy and SLPOL035 - Whistleblower Policy.
• Reporting on progress and performance.

3.0 NON-COMPLIANCE

Failure to comply with this Skillset Policy may result in disciplinary action, up to and including the termination of employment or termination of contractual arrangements.

SLPOL001:5