1. INTRODUCTION
UCA is committed and involved with the establishment, implementation and review of a customer-focussed and continually improving business environment.
We shall accept your feedback up to three months after occurrence of the event.
2. AIM
Our feedback (compliments, internal complaints and appeals, and external disputes and formal concerns) process aims to:
- enhance complainant satisfaction;
- commit and involve top management;
- recognize and address the needs and expectations of complainants promptly in an equitable, objective and unbiased manner;
- provide complainants with an open, customer-focussed, effective and easy-to-use, fee-free complaints process by a top management appointed representative;
- analyse and evaluate complaints;
- audit the complaints handling process; and
- review the effectiveness and efficiency of the complaints-handling process for continuous improvement.
3. PRINCIPLES
The core principles of an effective complaint handling system are:
- Visibility through promotions
- Easy access for complainants to information about how to make a complaint
- Responsiveness where all complaints are responded to quickly within specified timeframes
- Accountability through regular reporting on the feedback process against performance standards
- Fairness for both the complainant and the organisation/person relevant to the complaint.
4. WHAT IS FEEDBACK?
Differences of opinion and misunderstandings occur every day. Most situations can be resolved easily. Individuals can find out about all available actions by making an appointment with the Compliance Manager. Confidential help and support shall be provided at each step.
Feedback consists of five types: (i) informal compliment, (ii) internal complaint, (iii) internal appeal, (iv) external dispute, and (v) external formal concern.
Compliment
A compliment is a positive verbal or written statement about UCA.
UCA welcomes compliments:
(i) verbally via a meeting or telephone conversation, or
(ii) in writing on a Feedback Form, questionnaire, facsimile or letter.
An individual can make a compliment by submitting it to the Compliance Manager (CM) whom acknowledges the individual’s compliment in writing within one (1) day of receipt of the compliment.
Complaint
A complaint is an expression of dissatisfaction made to an organization, related to its products, or the complaints-handling process itself, where a response or resolution is explicitly or implicitly expected.
Complaint types are:
(i) general (business decisions; behavioural/attitudinal demonstrated by a staff member or supplier; performance of a staff member or supplier; and systemic where there may be a delay in first point-of-contact customer service).
(ii) project.
Complaint categories are:
(i) Anonymous Complaints are those without an identified author. Anonymity eliminates our ability to respond to the author.
(ii) Bullying, Discrimination, Harassment and Racial Vilification shall not be tolerated and must be reported to the Managing Director.
(iii) Complex complaint usually involves two issues/concerns, parties or business areas.
(iv) Vexatious Complaints are those raised specifically to provoke irritation, cause worry or anxiety, or an intention to harass, annoy, delay or cause detriment. After assessment of the feedback, anyone deemed by the Managing Director to have purposely raised a vexatious complaint shall have their complaint rejected.
Appeal
An appeal is a process where an individual requests a review of a decision to seek reversal of that decision.
Dispute
A controversy or dispute occurs when parties actively disagree, argue about, or debate, a matter of opinion. Controversies can range in size from private disputes between two individuals to large-scale disagreements between societies.
Formal Concern
A method of raising issues about UCA’s practices with UCA, or the Commonwealth & State Registration Authorities who may suspend or cancel UCA’s registration.
5. WHO CAN PROVIDE FEEDBACK?
Individuals (customer, personnel, visitors and third parties) can compliment us, make a complaint, participate in appeals and disputes or raise a formal concern.
We encourage feedback about our products and services by promoting the compliments and complaints process on our website. Feedback forms are displayed at the Administration Office. The Compliments and Complaints Process (policy, procedure and supporting documents) provide more detailed information about the process.
6. HOW TO MAKE A COMPLAINT
If an individual is dissatisfied with a process, training and assessment decision, or course completion, the issue can be: discussed between the complainant (and an advocate if needed) and the Compliance Manager as an internal informal grievance, lodged in writing as an internal Stage One Formal internal Complaint, if the complaint is unresolved it can be lodged in writing as an internal Stage Two Formal Appeal, if the internal appeal is unresolved it can be lodged in writing as an external Stage Three Dispute, or if the dispute is unresolved the complainant can raise it as a formal concern.
TEN-STAGE COMPLAINT-HANDLING PROCESS
Stage One: Complaint
UCA must:
- Before entry into a written agreement, receipt of money, share policy information about complaints, appeals and disputes with individuals.
- Ensure practices for internal complaints and appeals:
(i) maintain the customer’s product and service provision and allow for an advocate;
(ii) maintain and share written records with the individual;
(iii) start, acknowledge, and resolve the complaint process within 7 days from the complaint notice date, and dispute process within 14 days from the appeal notice date (Example Level A Simple Complaints);
(iv) refer the individual for external independent, inexpensive dispute resolution and formal concerns;
(v) notify in writing the individual of their right to access or not UCA’s internal complaints and appeals processes within 28 (20 working) days; and
(vi) report study breaches to the relevant authority.
- Provide fair treatment, fair benefits and opportunities for all parties through the demonstration of professional services characterized by courtesy, responsiveness, good interpersonal and communication skills for complaints-handling and direction of the Complainant to the appropriate individual.
- Report significant issues which may impact on the organisation to the Managing Director, and relevant third parties.
- Maintain records about internal student complaints and appeals to comply with relevant Australian legal and other requirements for 1-10 years after the complaint finalisation.
Stage Two: Appeals
- Appeals are covered initially under UCA’s Compliments and Complaints Policy. Internally, the highest level of complaints and appeals is the UCA’s Appeals Committee (UAC).
- Individuals may nominate a support person or be represented by another person (parent/guardian/agent), if the customer so chooses at any stage of the complaints and appeals processes.
Stage Three: Dispute
- If it is not possible to resolve the complaint internally, UCA shall arrange for independent dispute resolution.
- Mediated dispute resolution Visit Dispute Resolution Branch, Level 1, 363 George Street Brisbane QLD 4000 or Telephone 07 3239 6007; Freecall 1800 017 288; Fax 07 3239 6284. This currently a free service that may change without notice.
- Legal dispute resolution Visit Legal Aid Queensland 44 Herschel Street Brisbane Queensland 4000, Post PO Box 2449 Brisbane QLD 4001; Telephone 1300 65 11 88
Formal concerns
A formal concern can be raised about UCA’s practices which may result in UCA’s suspension or cancellation by the Commonwealth registration authority (ASIC).
- Formal concerns about the conduct of UCA should be in writing and addressed to:
- UCA Post PO Box 1333, Robina QLD 4226, Australia; Telephone 130 373 436; Fax +61 (0)7 5578 8061; Website www.uca.qld.edu.au; Email This email address is being protected from spambots. You need JavaScript enabled to view it..
- take immediate corrective and preventative action upon UCA becoming aware of any decision and/or corrective and preventative actions required and notify the individual of the actions;
7. FEEDBACK MANAGEMENT SYSTEM
Our Feedback Management System meets the needs and expectations of individuals (customers, staff, suppliers, visitors, and interested parties) through:
(i) consideration of relevant legislative, regulatory, standard, and organizational requirements and input from individuals;
(ii) planning, implementation and maintenance of a customer-focussed feedback approach; and
(iii) provision of adequate resources including staff induction, training and authority.
It uses a fee-free and confidential customer-focussed approach based on the principles of visibility, accessibility, accountability, responsiveness and fairness.
Regular customer satisfaction surveys and discussion forums capture feedback for analysis, processing and reporting. We promote the process on our website and display it in the Administration Office.
UCA acknowledges the need to conduct an audit annually, review processes, analyse data and evaluate performance to measure the suitability, adequacy, effectiveness and efficiency of its compliments and complaints process for continuous improvement. Data identifies systemic, recurring and single incident issues and trends for elimination of complaints and their causes.
8. PERFORMANCE INDICATORS, DATA COLLECTION AND ANALYSIS
UCA monitors its performance through the collection of data reported in its quarterly Balanced Score Card and annual internal audit reviewed by Management. Data reflects the principles of an effective complaints handling process for:
Visibility
- Number of website hits to access information
Accessibility
- Numbers of complaints received quarterly and annually
- Numbers of nonconformances on a team during annual internal audit
- Number and percentage of Staff Induction & Training Program participants
Accountability
- Number of reports published quarterly (internal and external certification)
Responsiveness
- Percentage of complaints resolved immediately
- Percentage of complaints resolved within target timeframes
Fairness
- Percentage of complaints resolved with internal remedies
- Percentage of complaints resolved from external dispute resolution.
9. CONTACT US
Telephone 1300 373 436
Email This email address is being protected from spambots. You need JavaScript enabled to view it.
Website www.uca.org.au
This policy commitment for management, personnel (employed staff & sub-contracted suppliers), customers (students), interested parties (visitors) and third parties (accredited conformity and government assessment body representatives) is essential.
Managing Director, 31 December 2017