Hunter Trade College aims to ensure that any complaint regarding our services is taken seriously. We will ensure complaints are dealt with confidentially, impartially and within a prompt manner.
Who can make a Complaint?
Any stakeholder of the College including students and their parents or guardians, visitors, contractors, suppliers or service providers can make a complaint about any service or incident they feel needs to be investigated and resolved and/or improved. Members of the public may also lodge a complaint regarding any aspect of the College that affects them.
What is a Complaint?
If we provide incorrect information,
If you receive poor service,
If you are dissatisfied with a member of staff,
If you are concerned about the way you or your son/daughter has been
If you have a complaint about your work or workplace.
How do I go about making a complaint?
You can report your complaint in any of the following ways:
- In person at the College,
- Via phone on 49322400,
- By email at [email protected],
- By letter mailed to the College, P.O. Box 254 Maitland 2320
- Via our website at www.htc.nsw.edu.au
Regardless of the nature or method of reporting your complaint you will be required to provide your name, address and contact phone number.
Who do I direct my Complaint to?
|Complaint Type||Refer Complaint to|
|Customer Service College||Executive Manager|
|Customer Service – RTO||RTO Manager|
|Complaint Review ( appeal) request||CEO|
|EEO, Harassment, Bullying||HR/OHS Officer|
|Student HSC subject||HSC Co-ordinator|
|Student VET subject||VET Co-ordinator|
|Staff Misconduct||Executive Manager|
|Contractor Misconduct||Business Manager|
If the nature of your complaint is covered by a specific policy you will be provided with a copy of the policy and the resolution process outlines to you.
What will happen when I make a Complaint?
1. Your Complaint will be acknowledged and investigated
The College will provide a written acknowledge of your complaint within 2 working days of receiving the complaint, confirm who will be handling your complaint and commence an investigation.
2. A Response will be provided
A response to your complaint will be provided within 5 working days of the investigation being completed.
3. Review/Appeal Process is Available
If you are not satisfied with the outcome, you can apply to have your complaint and outcome reviewed.
4. Final Response
The CEO will respond to your request to review the outcome of your complaint within 5 working days of receipt of the request.
Any person making a complaint is reassured that the College will ensure that no person suffers victimization of bullying because of making or their involvement in the
investigation of a complaint.