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Pioneers Speech

COMPLAINTS POLICY

Complaints Policy for Pioneers Tutoring and Pioneers Speech

We are dedicated to providing high-quality services and ensuring the satisfaction of our clients and customers. However, we understand that issues or concerns may arise from time to time. We have established a comprehensive complaints policy to address and resolve any complaints in a fair, transparent, and efficient manner. This policy outlines the process for lodging complaints and the steps we take to resolve them.

1. Lodging a Complaint:


Clients or customers who wish to lodge a complaint about the services provided by Pioneers Tutoring and or Pioneers Speech can do so by following these steps:


Contact our customer service team via phone or email to formally express the nature of the complaint.


Provide relevant details about the complaint, including the nature of the issue, the individuals involved, and any evidence that supports the claim.


2. Resolution Process:


Once a complaint is received, we will take the following steps to address and resolve the issue:


Acknowledge receipt of the complaint promptly.

Investigate the matter thoroughly by reviewing all relevant information and evidence.

Attempt to resolve the complaint through open communication and negotiation.

Take appropriate corrective measures based on the nature of the complaint and evidence presented.

Keep the complainant informed about the progress of the investigation and the steps being taken to resolve the issue.

Ensure that the complaint is handled with sensitivity, confidentiality, and impartiality.


3. Contacting the Australian Tutoring Association (ATA):


As members of the Australian Tutoring Association (ATA), clients also have the option to escalate their complaint to the ATA. The ATA offers a process that can be utilised for further resolution. The ATA can be contacted at https://ata.edu.au/wp-content/uploads/2019/07/ATA-Complaints-Conflicts-Form.pdf. The CAC process involves the following steps:


The CAC will review the complaint and evidence provided by the complainant.

The CAC will evaluate the member's response and assess how the ATA Code of Conduct was followed during the conflict resolution process.

The CAC will seek clear evidence of adherence to the complaint procedures outlined in the ATA Code of Conduct.



4. Escalating to the NDIS Commission:


If the complainant is not satisfied with the resolution provided by Pioneers Tutoring and Pioneers Speech, they have the option to escalate the complaint to the NDIS Commission. The NDIS Commission can be reached at 1800 035 554. Detailed information on the NDIS Complaints Procedure can be found in the provided brochure available for download.


At Pioneers Tutoring and Pioneers Speech, we are committed to continuous improvement and learning from feedback. Your complaints and concerns are valuable to us, and we appreciate the opportunity to address them and enhance our services.


For any questions or assistance regarding our complaints policy or procedures, please contact our customer service team at info@pioneerstutoring.com.


Adopted 20 November 2022

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