Minor complaints (i.e. informal complaints which can be resolved immediately / easily to the mutual satisfaction of the respective parties) from clients are to be handled promptly in the first instance by the member of staff to whom the complaint is directed. If that person is unable to address the matter, because they lack the knowledge, or it is beyond their scope of responsibility, the matter is to be referred immediately to the appropriate person for prompt attention.

For more serious complaints or grievances (i.e. formal advice from clients that they are dissatisfied with the services or outcomes provided by Training Services Australia and which are generally not able to be quickly resolved to the mutual satisfaction of the respective parties) the Principal of Training Services Australia is to be consulted and/or the matter referred to him/her, along with all relevant documentation.

Should an independent arbitrator be required to help settle a complaint, Training Services Australia will pay the fees charged by that person for his / her services.

Training Services Australia will document all formal complaints / grievances and will provide all formal complainants with a written statement of the outcome of their complaint / grievance.

All formal documentation generated during the complaint / grievance process will be filed on the "Appeals, Complaints and Grievances" file.