COMPLAINTS & APPEALS
It is essential that participants have a clear process for sharing any complaints and if such complaints are related to assessment outcomes, participants should have a fair process for appealing against assessment outcomes they do not agree with.
OSM will deal with complaints and appeals in a constructive and timely manner. It is our policy to ensure that:
1. Each complaint and appeal and its outcome is recorded in writing
2. Each appeal is heard by an independent person or panel
3. The complainant has an opportunity to formally present his or her case; and
4. The complainant is given a written statement of the appeal outcomes, including reasons for this decision.
This policy ensures that:
- All disputes will be handled professionally and confidentially in order to achieve a speedy resolution
- All parties have a clear understanding of the steps involved in the complaints policy
- Participants and staff are aware of the policy and procedures for handling complaints and staff are informed of those in writing at induction
A grievance or appeal is deemed to be a formal grievance, complaint or appeal when it is made in writing to the Director.
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