Compliments and Complaints Policy

Third Generation People (referred to hereinafter as "the organisation") shall provide a process for: a) compliments; b) advocacy; c) internal complaints and appeals; d) external independent dispute resolution; and e) formal concerns.

Compliments

The organisation welcomes compliments about its product and service delivery:  (i) verbally via a meeting or telephone conversation, or (ii) in writing via questionnaire, good ideas form, fax or letter.  An individual can make a compliment by submitting it to the Quality and Risk Coordinator (QRC) whom acknowledges the individual's compliment in writing within two (2) days.

Advocacy

A complainant/appellant/disputer may nominate an advocate to accompany, represent and/or support him or her at any stage of the internal complaint and appeal process, external independent mediation process and formal concerns raised with relevant stakeholders.

Complaints

The organisation shall provide an easy-to-use, immediately accessible internal complaints handling that meets the requirements of relevant legislation, regulations, and industry/professional standards. 

The complainant can raise an informal verbal complaint with the Quality and Risk Coordinator (QRC).  The QRC shall speak with the complainant and provide a mutually acceptable solution to the complainant, usually the next business day.  The organisation shall follow-up within two (2) days to ensure the problem was resolved to the complainant’s satisfaction, and close the complaint.  If the problem is unresolved, the complainant can appeal the decision of the QRC by accessing the internal appeals process within twenty-eight (28) days. 

If the complainant/appellant/disputer chooses to access the organisation’s customer compliments and complaints process, the organisation will maintain customer service during the process.  If the internal complaint handling and/or appeal processes result in a decision that supports the complainant/appellant, the organisation will immediately implement any decision and/or corrective and preventative actions, and notify the complainant/appellant of the outcome. 

Appeals

If the complaint is unresolved, the appellant can prepare a written appeal for submission to the Managing Director within seven (7) days.  The Managing Director shall provide a written notice to the appellant to confirm receipt of the appeal, the appeals process, and related information.  Upon receipt of the written appeal notice, the Managing Director shall convene the Appeal Committee to complete the process within twenty-one (21) days.  The Managing Director shall provide a written notice of the Appeal Committee’s decision, usually the next business day after the meeting.  The organisation shall follow-up within seven (7) days to ensure the problem is resolved to the appellant’s satisfaction, and close the appeal.  If the problem is unresolved, the appellant can raise the problem with an independent external dispute resolution organisation. 

Dispute resolution

If the disputer is not satisfied with the result or conduct of the internal appeals process, the organisation will advise the disputer of their right to access the external dispute resolution process at minimal or no cost. 

Dispute Resolution Branch, Queensland Department of Justice and Attorney-General
Floor 13, Central Courts Building, 170 North Quay, Q 4000. 
Telephone: 07 3239 6269 Toll free 1800 017 288 Facsimile: 07 3239 6284
Office Hours: 9:00 am to 5:00 pm on Monday to Friday

Formal concerns

An individual may raise formal concerns with: 

IMDS Pty Ltd, PO Box 1333, Robina QLD 4226 Australia or 1300 3RDGEN

Office of Fair Trading, Department of Employment, Economic Development and Innovation, Level 21 State Law Building, Brisbane QLD 4001 Australia or 07 32461589

Information contained in this policy statement shall be given to the individual before an agreement is entered into or before an amount is paid, whichever occurs first.  The organisation’s “agreements and the availability of complaints and appeals processes do not remove the right of the student to take action under Australia’s consumer protection laws”. 

Managing Director
1 August 2008