The Australasian College of Pharmacy (ACP) is committed to providing quality learning for all students and values the opinions of all stakeholders. This policy ensures that all stakeholders can provide feedback and raise a complaint/grievance if they are experiencing any degree of dissatisfaction or wish to appeal a decision.
Stakeholders may include but is not limited to members, learners and staff. ACP is committed to dealing with all complaints, appeals and grievances confidentially, promptly and fairly. Records will be kept of all formal complaints, appeals and grievances received. If a stakeholder is not satisfied with the outcome the matter will be forwarded to an independent body.
Complaints appeals and/or grievances may include but are not limited to matters concerning a course enrolment, training, staff, safety, marketing, course progress, fees, resources, equity and access, discrimination, harassment and bullying.
Scope
A complaint, appeal or grievance can be raised informally or formally. An informal complaint, appeal or grievance is a situation that can be discussed verbally and resolved.
A formal complaint generally would be a more serious issue where the grievance should be documented in writing. There is a Complaint Form which can be issued to learners or staff to document their dissatisfaction or the Complainant may use a form of written correspondence. In this case the matter will be recorded in the Complaints and Appeals register. All matters will be dealt with in a timely manner.
Decisions made by an Independent Body will be deemed as the final decision. Any subsequent action the complainant wishes to make is outside ACP policies and procedures and will be at their expense.
Where a grievance, complaint or appeal warrants an improvement to current policies and procedures this will be documented and dealt with via the Continuous Improvement Policy and procedure.
For complaints relating to training and assessing, at any stage during the process a Complainant is able to contact the registering body Australian Skills Quality Authority (ASQA) via their website https://www.asqa.gov.au/students/complaints-about-providers
Related Documents
- Complaint Appeal Grievance Register
- Complaints Appeals and Grievance Form
- Continuous Improvement Policy
- Continuous Improvement Procedure
- Continuous Improvement Register
Complaints and Appeals Flow Chart
Who is who
| Complainant | The person who has a complaint, appeal or grievance. |
|---|---|
| Defendant | The person who is being accused (or the person in authority to deal with the complaint, appeal or grievance. |
| Appropriate Person | Trainer, Education Officer, Compliance Officer, Chief Pharmacist or Chief Executive Officer. |
| Independent Body | A person/company that has no association to ACP or the complainant (Arbitrator, Dispute Resolution Consultant). |
| ASQA | The governing body for Vocational Education and Training. |
| Witness/Support Person | The complainant and the defendant are entitled to have a witness attend any verbal conversations regarding the matter. |
Informal
Formal
