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Grievance Policy

Geoff Pearson

Director



Agenda Communication Pty Ltd hereby agrees to abide by the following procedures as its official policy on client grievances.

  

  1. In the first instance, all grievances should be reported immediately by the client to the appropriate trainer / teacher. 


Where this course of action is considered not suitable or appropriate by the client, grievances should be brought immediately to the attention of the Director of Agenda Communication Pty Ltd.  This may be done either in person, or in writing.

  

  1. It is hoped that, at that point, all grievances may be settled.  If, however, the client remains unsatisfied with the outcome, a formal meeting should be sought with the Director of Agenda Communication Pty Ltd.  A third party will be invited to be present at any such meeting, and this person will be chosen by mutual agreement between the client and the Director.


In preparation for such a meeting, the client will be expected to put in writing the nature of their grievance.  The client should use the Agenda Communication Grievance Form for this purpose.  If this should include a grievance concerning a particular member of Agenda Communication staff, that member of staff will be afforded the right to put in writing his/her version of the events/issue giving rise to the grievance.


At this meeting, all such written documentation of the grievance will be tabled and will be discussed by all those present, with a view to settling the difficulty.


  

  1. If, however, at the end of such a meeting, the client remains unsatisfied with the outcome of discussions, he/she will be referred by the Director of Agenda Communication Pty Ltd to an appropriate external body (e.g. Citizen’s Advice Bureau) to seek satisfaction.


Agenda Communication Pty Ltd is committed to providing a quality service and satisfaction in all instances.  The company will therefore undertake to refer the aggrieved party to the relevant external body, and will, without prejudice, provide the aggrieved party with the appropriate contact details of the organisation / Government Department deemed most appropriate, given the particular circumstances of the grievance in question.


  

  1. Agenda Communication Pty Ltd agrees to accept the decision of any such external body, and to make reparations to the client where this is deemed necessary by that body, on the proviso that the company may first seek advice as to the legal validity of any such decision.


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