Hunter Trade College takes all complaints about our services seriously. We will treat complaints confidentially, impartially and promptly.
Who can make a Complaint?
College stakeholders, 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 investigation, improvement and resolution. Members of the public may also lodge a complaint regarding any aspect of the College that affects them.
What is a Complaint?
A complaint is a statement that something is unsatisfactory or unacceptable. Examples of complaints would be where a stakeholder considers that:
they received a poor standard of service from the College
our answer to their query or response to a request was unsatisfactory
we failed to follow our agreed policy or procedures
we failed to take proper account of relevant matters in coming to a decision
a staff member behaved in a discourteous or improper way
we, or one of our host employers, have treated a student, family member or employee unfairly
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
If you wish to make a formal complaint, we will ask you to provide your name and contact details.
To whom should I direct my complaint?
Address your complaint to the Chief Executive Officer, Mallory Gleeson. If your complaint relates to the Chief Executive Officer, contact the College’s Business Manager who will refer your complaint to the Chairperson of the College’s Board.
If the nature of your complaint is covered by a specific policy, we will provide you with the policy and outline the resolution process.
What will happen when I make a Complaint?
1. We will acknowledge and investigate your complaint The College will provide a written acknowledgement of your complaint within 2 working days of receiving the complaint, confirm who will be handling your complaint and commence an investigation.
2. We will provide you with a response to your complaint
We will provide a response to your complaint within 5 working days of the investigation concluding.
3. You may ask for a review of the decision we make about your complaint
If you are not satisfied with the outcome of your complaint, you can ask us to review your complaint and the outcome.
4. Final Response
The CEO will respond to your request to review the outcome of your complaint within 5 working days of receiving your request for a review.
Throughout the complaints handling process, the College will aim to protect all persons involved in the complaint or the investigation from victimization or bullying as a result of their involvement.