Complaints and Appeals Form /
Complainant Name / TYPE OF COMPLAINT
Client to client
Client to PM-Pg Employee
PM-Pg Employeeto client
Client to Employer
PM-Pg Employee to Employer
PM-Pg Employeeto PM-Pg Employee
Note: client refers to course participants or person who a consultant is carrying out work for. Employer can be: a course participant’s supervisor, the person responsible for organising the training or a representative of the company where a consultant is engaged.
Company
Date Submitted
Type of Complainant
(Please tick) / Client / PM-Partners Employee
Form submitted to
Other party/s involved
C&A Register No

details of COMPLAINT/GREIVANCE/Appeal

Complainant is given the opportunity to complete a Complaints Report Form with this Form to ensure complaint is understood from their perspective. Complaints Report Form attached? Yes / No
Have you discussed this matter with the immediate parties involved in an attempt to reach a decision? Yes / No
Signed By: Date:
PM-Partners | Complaints Appeals Form-OCT13-v01 / 1 of 3
Complaints and Appeals Form /

RECOMMENDED ACTION REQUIRED FOR IMPROVEMENT (PM-Partners use only)

Complaint received on:______by ______
Initial Meeting: (within 7 days) / Date / Owner / Comments
Complaint raised
Initial meeting held to discuss with all parties involved in the complaint, in order to find a solution agreeable to all parties
Solution found and remedied
Further investigation required: (within a month)
Referral to PM-Partners Director
Referral to Head of Department
e.g. RTO Manager/Head of Capability
Referred to a third party/panel
Referral to other services (i.e. counselling services or LLN)
Referred to ASQA Complaints
Referral to government body (i.e. police, hospital)
Referral to funding body (i.e. DEC, DIISRTE)
PM-Partners is responsible for acting upon the subject of any complaint/appeal found to be substantiated.

Outcomes

Action / Response Taken By: Date:
feedback from complainant
Satisfied with outcome
Dissatisfied with outcome – Further action required
Matter was dealt with within a reasonable timeframe Yes/No
Other comment:
Complainant Signature: Date:
ACTION/MONITORING / Date / Owner / Action taken
Opportunity for Improvement raised
Actioned at Quality and Compliance Meeting
Policies and procedures updated and implemented
Filed into Complaints Register
Cross-referenced with Database (RTO issues)

Please submit this form to a PM-Partners representative

PM-Partners | Complaints Appeals Form-OCT13-v01 / 1 of 3