1. Lodging a complaint
Use the contact channel in your booking confirmation or engagement agreement. Explain the concern clearly and describe the resolution you would like considered. General enquiries can also be prepared through the Contact page.
2. Information required for assessment
Include your name, the relevant program or project, key dates and a concise account of what happened. Attach only supporting material that is relevant and that you are entitled to share.
3. Complaint assessment & resolution
The review should consider the information provided, relevant engagement terms and the circumstances. Further information or a conversation may be needed to understand the concern. A response timeframe should be discussed when the complaint is received.
4. Procedural fairness & respectful communication
The complaints process should provide each party with a reasonable opportunity to present relevant information and respond to the issues raised. Keep communications factual and respectful, and avoid unnecessary disclosure of other people’s personal information.
5. Privacy
Complaint information should be handled with regard to its sensitivity and the purpose of resolving the matter. Refer to the Privacy Policy and the arrangements applying to your engagement.
6. Determination & further review
The outcome and any proposed next steps should be communicated to the person raising the concern. If the response does not address the issue, explain which aspects remain unresolved and request further consideration.
7. External escalation & statutory rights
This process does not prevent you from seeking independent advice or using external complaint or consumer assistance options available under applicable law.