Purpose

PGC Training Pty Ltd is committed to providing a quality service to our employees and customers. All complaints are taken seriously, and any feedback is appreciated to help maintain and improve the quality of our services.

Staff, including apprentices/trainees have the right to submit a complaint if they wish to express discontent against another person or a complaint against PGC Training’s process or system. To ensure that complaints are dealt with in a timely manner, we have implemented a complaints process.

This policy and procedure are relevant to all grievances arising in the following areas:

  1. Apprentice/trainee wishes to raise a complaint against another apprentice/trainee
  2. Apprentice/trainee wishes to raise a complaint against PGC Training
  3. Apprentice/trainee wishes to raise a complaint against their host employer
  4. Apprentice/trainee wishes to raise a complaint about their RTO
  5. GTO staff wishes to raise complaint about a host employer
  6. GTO staff wishes to raise complaint about an RTO
  7. GTO staff wishes to raise a complaint about another staff member or an apprentice/trainee
  8. A host employer wishes to raise a complaint about an apprentice/trainee
  9. A host employer wishes to raise a complaint about the GTO or a staff member
  10. An RTO wishes to raise a complaint about an apprentice/trainee
  11. An RTO wishes to raise a complaint about the GTO or a staff member

Process

  • Formal complaint is submitted and received from the complainant to PGC Training
  • A written acknowledgement of receipt of the Complaint will be forwarded to the complainant following receipt by the PGC Training Manager, within 5 business days
  • The Complaint is discussed with ALL parties involved in the grievance, and ALL parties are notified in writing of the complaint, which will ensure the requirements of natural justice and procedural fairness are met
  • Grievances will be kept confidential, to protect all complainants 
  • An initial meeting will be held within 10 business days
  • If further investigation is required, this will be completed within 60 calendar days
  • All Complaints will be entered in the Complaints and Appeals Register and given a register number
Download complaints & appeals form