Complaints Procedure

The following procedures relate to activities carried out by Opportunity Training with regard to the provision of training, accreditation of training providers, accreditation of assessors and assessment of trainees.

In addition to the specific details relating to the areas mentioned below the following should also be noted:

• Any complainant may raise the matter informally with the Chief Executive of Opportunity Training and, should the matter not be resolved the formal process will then commence.
• In no case will the investigation of any matter be undertaken by anyone connected with the complaint.
• The processes outlined are in no way intended to favour any particular party and all investigations will be carried out in an unbiased manner.
• All discussions and records between the parties will remain confidential to the complainant and Opportunity Training
• The complaints procedures and operations will be reviewed annually to ensure that fair and equitable treatment for all complaints is maintained.

(a) Provision of Training:

Any company or trainee who wishes to lodge a complaint about the standard of training or the training provider must submit details in writing to the Chief Executive of Opportunity Training within 10 days of the completion of any actions giving cause for complaint.

The Chief Executive will investigate the complaint and report to the Chairman of Opportunity Training within 10 days of the receipt of the complaint.

Opportunity Training will consider the complaint and make a decision on an appropriate course of action within 15 days of receipt of the report from the Chief Executive.

The Board's response will be conveyed in writing to the complainant within 5 days of its receipt from the Board and will include, an outline of the Board's intended immediate actions if the complaint is upheld, and advice on the right to appeal to the New Zealand Qualifications Authority if it is not.

(b) Accreditation of Training Providers:

Should an applicant company wish to complain about an accrediting decision they must lodge the complaint in writing with the Chief Executive of Opportunity Training within 10 days of the receipt of any unfavourable decision clearly stating the grounds of the complaint.

The Chief Executive will report to the Convenor of the Appeals committee within 5 working days of the receipt of the complaint.

The Appeals Committee will consider the complaint and make a decision on an appropriate course of action within 15 days of receipt of the report from the Chief Executive.

The Committee's response will be conveyed in writing to the complainant within 5 days of its receipt from the Board and will include, an outline of the Board's intended immediate actions if the complaint is upheld, and advice on the right to appeal to the New Zealand Qualifications Authority if it is not.

^(c) Accreditation as an assessor:

Should any person wish to complain about a decision they must lodge the complaint in writing with the Chief Executive of Opportunity Training within 10 days of the receipt of any unfavourable decision clearly stating the grounds of the complaint.The Chief Executive will report to the Convenor of the Appeals committee within 5 working days of the receipt of the complaint.

The Appeals Committee will consider the complaint and make a decision on an appropriate course of action within 15 days of receipt of the report from the Chief Executive.

The Committee's response will be conveyed in writing to the complainant within 5 days of its receipt from the Board and will include, an outline of the Board's intended immediate actions if the complaint is upheld, and advice on the right to appeal to the New Zealand Qualifications Authority if it is not.

^(d) Assessment of trainees:

Should any person wish to complain about a decision they must lodge the complaint in writing with the Chief Executive of Opportunity Training within 10 days of the receipt of any unfavourable decision clearly stating the grounds of the complaint.

The Chief Executive will report to the Convenor of the Appeals committee within 5 working days of the receipt of the complaint.

The Appeals Committee will consider the complaint and make a decision on an appropriate course of action within 15 days of receipt of the report from the Chief Executive.

The Committee's response will be conveyed in writing to the complainant within 5 days of its receipt from the Board and will include, an outline of the Board's intended immediate actions if the complaint is upheld, and advice on the right to appeal to the New Zealand Qualifications Authority if it is not.