Anyone who feels they have grounds for a grievance may lodge a complaint with us. We aim to deal with all complaints fairly, thoroughly and promptly to resolve the grievance as quickly as possible.
All complaints will be dealt with in the strictest confidence. All investigations into the complaints received will take into account the rights of the complainant and any individual whom the complaint involves. We will ensure that all feedback is communicated to the appropriate staff.
If you have a complaint you should raise the issue with us as soon as possible. Either ring us on 04 8050 416 or email firstname.lastname@example.org.
If you feel this is not in your best interests or you do not believe you have received a satisfactory outcome from previous dealings with us, you can lodge a written complaint to our Chief Executive Officer.
A written compliant must contain a clear statement of the grounds for the complaint and supporting documents or evidence where appropriate.
When we receive the complaint we will send you written acknowledgement within 3 working days and begin investigating within 5 working days of receiving the complaint.
To investigate the matter fully we may need to talk to and/or get statements from the people involved.
At the end of the investigation we will send out a letter addressing all elements of the complaint and outlining any changes that have been made to correct or improve the issues highlighted. If we need to investigate further we will keep you informed of the progress in writing and negotiate a revised timeframe if necessary.
If you are unsatisfied with the outcome of the investigation, you can appeal to the Chief Executive, in writing, immediately after you have received the decision.
If you are still dissatisfied with the outcome after a review by the Chief Executive you can appeal to the Chairman of the JITO Board. Any appeals after that should be lodged with the Tertiary Education Commission.