The purpose of this procedure is to ensure that individuals have an avenue for legitimate complaints and appeals arising during the training and assessment services offered by CTA Training Specialists (CTA), formerly Club Training Australia.
This procedure outlines the steps for handling complaints and appeals received from learners, clients, staff and stakeholders.
CTA considers all complaints and appeals received as an opportunity to improve the service that we offer to all individuals, as part of our wider continuous improvement process.
This procedure applies to all complaints and appeals that impact on the CTA’s management systems; quality of training and assessment; quality of client service; and compliance with the VET Quality Framework, inclusive of complaints about:
- CTA and its trainers, assessors and other staff;
- CTA Third Party Service Agreement personnel and other staff; or
- A learner of CTA.