Konekt has implemented the following processes to ensure that any concerns, complaints, or grievances about the administration and/or delivery of the HSR courses are managed fairly, efficiently, and effectively.
Konekt resolves to handle all concerns, complaints, and grievances professionally and confidentially to achieve a satisfactory resolution.
In the first instance, we would encourage any participants who have a concern or complaint to follow these processes with a view to resolving the matter.
While Konekt is committed to delivering training services which go beyond client expectations, it is recognised that there may be occasions when participants are dissatisfied with the services provided and wish to lodge a complaint.
Konekt has developed a complaint handling process, which is based on the National Complaints Code – National Code of Good Practice for Responding to Complaints about Vocational Education and Training Quality.
Our process aims to be:
If you are unhappy with a service that we have provided, please let us know as soon as possible for us to resolve the problem quickly and to the satisfaction of all parties.
You can notify your complaint to us either via:
Once your complaint is received, we will:
If a course participant has a grievance or complaint, their first point of contact is the Trainer or Training Coordinator for that course.
If the Trainer/Training Coordinator is unable to settle the grievance or complaint, they will notify the National Quality Manager.
Konekt encourages all parties to approach concerns and complaints with an open view and to attempt to resolve problems through discussion and conciliation.
Where a resolution cannot be achieved through discussion and conciliation, Konekt acknowledges the need for an appropriate external and independent agent to mediate between the parties.
Konekt ensures that complaints and grievances are fully documented and that clients are given a written statement of outcomes.
If you are not satisfied with the outcome of the concern or complaint process, you should contact:
P: 1300 366 979
GPO Box 9905,
Canberra, ACT 2601
P: (02) 6207 3000
GPO Box 158,
Canberra, ACT 2601
All complaints will be recorded in Konekt’s online register of complaints, together with details of the action undertaken and timeframes for action.