Feedback, Complaints and Appeals

AT HRD Integrated Services, we’re committed to resolving complaints, grievances and appeals fairly, efficiently, and confidentially.

Alternative Dispute Resolution (ADR)

If a formal complaint doesn’t lead to a satisfactory outcome, we offer ADR through an independent, qualified mediator to help reach a fair resolution.

When to Lodge a Complaint:

You can submit a compliant within 30 days of:

• Experiencing dissatisfaction with a service or assessment
• Receiving an unsatisfactory informal response
• A grievance or assessment decision being made

What You Can Complain About:

Complaints may relate to:

• Enrolment, induction, training, or assessment decisions
• Results, certificates, or privacy concerns
• Behaviour or actions of staff, contractors, or other learners
• Discrimination, harassment, or training facilities

Note: Our process applies only to matters involving HRD staff, contractors, or learners under HRD supervision

Our Commitment:

We aim to:

• Begin resolving your complaint within 5 working days
• Reach a resolution within a further 20 working days

How to Make A Complaint

Informal Resolution:

Start by discussing the issue directly with the person involved. If needed, a neutral mediator may assist – if both parties agree.

Formal Complaint:

Use the HRD Complaint, Grievance and Appeals Form. You’ll be invited to meet with the Director to explain your case. A written decision will follow.

If you’re still not satisfied, we’ll arrange for an independent third party to review the matter.

External Issues

If your concern relates to your workplace, speak with your employer. For learning related difficulties, your trainer may be able to help