Beam Safe Industrial Laser Safety Training Complaints Policy

POLICY STATEMENT

Beam Safe Industrial Laser Safety Training Ltd recognises the importance and value of listening and responding to concerns and complaints from our customers and learners as a valuable form of feedback about its services. We are committed to using the information we receive to help drive forward improvements. We are committed to providing an effective complaint handling procedure and for complaints to be addressed in an efficient, fair, and timely manner. Complaints will be treated in strictest confidence.

This procedure outlines the aims in dealing with complaints and sets out what you as the customer can expect when making a complaint regarding a service.

A complaint is a way of letting us know that you are not happy with a particular service. A complaint may be about delay, lack of response, discourtesy, failure to consult or about the standard of service you have received.

Please let us know if:

• You think we have done something wrong

• We have not done something that we said we would do

• You are not satisfied with a particular service or set of services that we provide

ANONYMOUS COMPLAINTS

We understand that it might be difficult for you to complain because you are worried that your complaint could result in a poorer service. Please be assured that we treat all complaints in the strictest confidence, and that it is your right to complain. If you do not provide us with a contact name or address, it will not be possible for us to get back to you with the outcome of the investigation.

COMPLAINT PROCEDURE

In the first instance the complaints should be brought to the attention of the Beam Safe Industrial Laser Safety Training team member within 48 hours of the occurrence. If this is successful and a resolution is reached, the complaint should be documented on the attached Appendix (1) and sent to our Administrator admin@nzlasertraining.co.nz for filing by the end of the next working day. There will be no further action taken.

In the case of an individual wishing to make the complaint, who feels unable to discuss the complaint with the team member concerned, the matter should be referred to the Director – Ruth Nicholson within 48 hours of the incident occurring using the document attached Appendix (2) to ruth@lasersafetytraining.co.nz.

The Director will then contact the team member within 48 hours to make them aware of the nature of the complaint, with the Director contacting the individual making the complaint with a view to resolve the complaint within 48 hours of discussing with the team member.

If you are not satisfied with the resolution offered, you must reply in writing within 7 days of receiving the response outlining what you require as a solution to the issue. If resolution cannot be found it, we will arrange a meeting with all relevant parties and agree a resolution. This will take place within 30 days of the incident and will be final. The individual may bring a support person.

Beam Safe Laser Safety Training will maintain a record of all complaints and make these available on request. All complaints must be regarded as confidential and discussed only with those parties involved. Where the subject of the complaint is centred on a qualification, the Awarding Body will be made aware if this is relevant.

In the instance where the complaint is around an assessment / verification decision, then the stages outlined in the Appeals Procedure must be followed.