First Aid Alive Complaints Policy
1. How to Submit a Complaint:
Complaints can be made through the following channels:
- Phone: 0459587533
- Email: info@firstaidalive.com.au
- Submit feedback via the survey provided after a course and request follow-up contact
2. Immediate Escalation of Complaints:
If a complaint is deemed urgent, critical, or of a legal nature, and poses a significant risk to First Aid Alive, its staff, third-party trainers, or the status of the Registered Training Organisation, it must be escalated immediately to the following:
- CEO
- General Manager of Regulatory Compliance
- General Manager of Operations
3. General Complaint Process:
- The General Manager of Regulatory Compliance will keep a record of all complaints in the Complaints Register within Training Desk.
- All related evidence will be documented in the corresponding ticket in Training Desk.
- Every complaint, whether formal or informal, must include:
- Date of complaint submission
- Complainant’s contact information
- Nature of the complaint
- Date of the incident leading to the complaint
- Supporting documents (if applicable)
- Complaints must be acknowledged in writing within 3 days of receipt.
- If the complaint involves a staff member or third-party trainer, the issue must be addressed with them within 5 working days.
- The General Manager of Regulatory Compliance will review the complaint and the evidence from all parties involved to determine a resolution and provide a response to the complainant as soon as possible.
- If a complaint cannot be resolved within 30 days, the complainant will be updated on progress.
- If the resolution process exceeds 60 days, updates will be provided to the complainant every 4 weeks.
4. Formal Complaints:
- If informal discussions do not resolve the issue, the complainant will be asked to submit a formal written complaint.
- The General Manager of Regulatory Compliance will acknowledge receipt of the formal complaint in writing within 3 days.
- The General Manager will assess the situation, identify the risks, and work to resolve the issue to minimize further disruption for the complainant.
- In cases of critical or high-risk complaints, the General Manager of Regulatory Compliance will escalate the matter to the CEO for review and decision.
- If a complaint concerns a specific individual, they will be informed by the General Manager of the complaint and given an opportunity to respond, either through a discussion or written correspondence.
- All communications and evidence will be documented in the Training Desk ticket.
- If the complaint involves a manager or staff member, an interview with the individual will be conducted by the CEO, General Manager of Operations, or another member of the management team.
- Once the issue is resolved, the General Manager of Regulatory Compliance will inform all parties in writing of the outcome and close the matter.
5. External Support or Review:
- Complainants may seek external advice and support at any point during the complaint or appeal process (refer to our Appeals Policy).
- External support is at the complainant’s own expense unless First Aid Alive authorizes it.
- If a matter is referred externally, it will be managed by the CEO and General Manager of Regulatory Compliance.
- If the complainant is not satisfied with the resolution, they can escalate the matter to:
- National Complaints Hotline: 13 38 73
- Department of Education and Training National Training Complaints Hotline (or online complaints link)
- First Aid Alive will carefully consider any recommendations from external reviews.
6. Roles and Responsibilities:
- The General Manager of Regulatory Compliance is responsible for overseeing the complaint handling process and ensuring the CEO is kept informed at all stages.
- The General Manager of Regulatory Compliance is also responsible for implementing, monitoring, and reviewing compliance with this policy.
- There is no additional reporting required beyond the processes outlined in this policy.
- All records related to complaints must be securely maintained within Training Desk.
Policy Review
- This policy will be reviewed regularly to ensure ongoing compliance and effectiveness.
Version: 1.0
Effective Date: 13/06/2026
Review Date: 13/06/2027
