1. How to Submit a Complaint

Complaints can be submitted through any of the following channels:

– Phone: 0459 587 533
– Email: info@firstaidalive.com.au
– Feedback Form: Submit feedback through the post-course survey and request follow-up contact.

 

2. Immediate Escalation of Complaints

Any complaint that is urgent, critical, legal in nature, or that poses a significant risk to First Aid Alive, its staff, third-party trainers, or its Registered Training Organisation (RTO) status must be immediately escalated to:

– Chief Executive Officer (CEO)
– General Manager – Regulatory Compliance
– General Manager – Operations

3. General Complaint Process

– The General Manager – Regulatory Compliance maintains a record of all complaints
in the Complaints Register within Training Desk.
– All supporting evidence and correspondence are to be stored within the relevant
Training Desk ticket.
– Each complaint, whether formal or informal, must include:

o Date of submission
o Complainant’s contact details
o Nature of the complaint
o Date of the incident or issue
o Supporting documentation (if applicable)

– Complaints will be acknowledged in writing within 3 business days of receipt.
– If the complaint involves a staff member or third-party trainer, the issue must be
addressed with them within 5 business days.
– The General Manager – Regulatory Compliance will review the complaint, gather
evidence from all relevant parties, determine a resolution, and provide a formal
response to the complainant as soon as practicable.
– If a complaint cannot be resolved within 30 days, the complainant will receive a
progress update.
– If resolution exceeds 60 days, progress updates will continue to be provided every 4
weeks until closure.

4. Formal Complaints

-If an issue cannot be resolved informally, the complainant will be invited to submit a
formal written complaint.

– The General Manager – Regulatory Compliance will acknowledge receipt in writing
within 3 business days.
– The General Manager will assess the complaint, evaluate risks, and work toward
resolution to minimise disruption and ensure fairness.
– Critical or high-risk complaints will be escalated to the CEO for review and final
decision.
– Where the complaint relates to a specific individual, that person will be informed and
provided an opportunity to respond—either in writing or via discussion.
– All correspondence, evidence, and records will be documented within the Training
Desk ticket.
– If the complaint involves a manager or staff member, an interview will be conducted
by the CEO, General Manager – Operations, or another appointed senior leader.
– Once the investigation is complete, the General Manager – Regulatory Compliance
will notify all parties in writing of the outcome and formally close the matter.

5. External Support or Review

– Complainants may seek independent advice or external support at any stage during
the complaint or appeal process (refer to the Appeals Policy).
– If a complainant remains dissatisfied with the resolution, they may escalate the matter
to:

o National Training Complaints Hotline: 13 38 73
o Department of Education and Training – National Training Complaints
Hotline (or submit via the official online complaint portal)

– First Aid Alive will carefully review and consider any recommendations provided
through external reviews.

6. Roles and Responsibilities

– The General Manager – Regulatory Compliance is responsible for:

o Overseeing and managing the complaint handling process.
o Keeping the CEO informed at all stages.
o Monitoring compliance and reviewing the effectiveness of this policy.

– All complaint-related records must be securely stored within Training Desk.
– No additional reporting obligations apply beyond those outlined in this policy.
– Any external referrals will be jointly managed by the CEO and General Manager.
– Any external costs incurred are at the complainant’s expense, unless otherwise
authorised by First Aid Alive.