The General Manager and the Skills Tasmania Team support and promote a positive and constructive approach to complaints management and acknowledge its value as a business practice. Skills Tasmania is receptive to customer complaints and encourages feedback, both positive and negative. Skills Tasmania also promotes a 'complaint friendly' culture that respects people's right to complain about any aspect of Skills Tasmania's operations.
Skills Tasmania recognises that complaints:
- are about accountability,
- are an important part of customer service,
- are inevitable and must be managed effectively,
- reflect badly on Skills Tasmania if not handled properly, and
- can lead to business process improvement.
Skills Tasmania will provide reasonable assistance to complainants who are unable to lodge a complaint in writing or people requiring interpreter service assistance.
To facilitate the effective management and resolution of complaints, Skills Tasmania will be guided by the following principles:
Visibility and Access
- Information and advice about complaints management is available on the Skills Tasmania website and is accessible to all staff and members of the community.
- Skills Tasmania will ensure adequate resources, including staff and training, are available to assist complainants and to manage complaints.
- Complaints will be dealt with within reasonable time-frames.
- All parties to a complaint will receive regular progress reports/updates throughout the process.
Objectivity and fairness
- Complaints will be dealt with in an equitable, objective and unbiased manner.
- Any potential conflicts of interest will be declared.
- Decisions will be made on the balance of probabilities based on the evidence provided and clearly communicated to all parties.
- Personal information relating to complaints is kept confidential.
- Parties to the complaint are asked to maintain confidentiality to ensure integrity of process.
- A commitment to confidentiality should not impact a party to a complaint seeking support and advice as required throughout the process.
- If a complaint is upheld Skills Tasmania will provide a remedy.
- Where same is not a breach of confidentiality Skills Tasmania will provide a complainant with reasons for decisions relating to remedies.
- Skills Tasmania has an established independent internal review process. All requests for an internal review should be addressed to the General Manager, Skills Tasmania who will appoint an officer, external to Skills Tasmania, to undertake the review.
- Skills Tasmania will provide complainants of their external rights of review or appeal processes for unresolved complaints.
- Skills Tasmania has established clear and concise complaints handling procedures and systems to ensure that complaints are accurately and appropriately recorded.
- Complaint data will be analysed to identify systemic issues that need to be addressed in order to improve performance.
- Where potential system improvements are identified, such feedback shall be communicated to the relevant business unit for implementation.
- Skills Tasmania values the opportunity that feedback (positive and negative) can bring to the organisation.
- Skills Tasmania commits to analysing complaints data and feedback to identify recurrent themes that might identify systemic issues.
- Skills Tasmania commits to using the information gathered through our complaints management system to identify service, process and information issues that may need to be addressed.
Skills Tasmania utilises a model of escalation in complaints management whereby attempts to resolve complaints at a local and/or informal level are encouraged and, in some cases, mandated in the first instance. Exemptions to this may include complaints that are deemed to be of significant concern and/or may result in serious harm (physically, emotionally or psychologically) to a person, and complaints that appear, on face value to constitute a breach of standards or contractual and legislative requirements.