Complaint Management Procedure

eMaster HUB – Complaint Management Procedure

We at eMaster Hub consider every piece of feedback from students, customers and all other stakeholders important. Our goal is to settle complaints through a fair process at a quick pace and with great respect. The following procedure outlines the complaint-making process and the sequence of steps that will follow.

What is a Complaint?

A complaint arises when you are unhappy with any aspect of the services provided by eMaster HUB, including staff, training, communication, facilities, decisions or your experience with eMaster. It also includes complaints about other students or about our partner organizations.

You are entitled to lodge complaints without the fear that it will affect your studies or any future business dealings with us.

How to Make a Complaint

You can complain in any form that you prefer:

eMaster HUB’s aged care short courses produce meaningful results for your work and organisation.

Email: You can send your complaints to admin@emasterhub .com.au
Phone: You can phone us using the number that can be found on our website.
In Person: Talk to a staff member, trainer or manager at our office.
Online: Use the contact form available on our website www.emasterhub.com.au
In Writing: Mail your complaints to:

If you require assistance, you can ask for a support person such as a friend, family member, carer, advocate, or interpreter to assist you in making a complaint.

What Information Should I Include?

To make it easier for us to resolve your complaint, you should include:

What Happens Next?

1. Acknowledgement:

We will inform you about receiving your complaint within two working days.

2. Review:

A senior staff member will investigate your complaint. We may get in touch with you to ask for more information.

3. Investigation:

who want flexible training for their whole team.

4. Resolution:

We hope to solve most complaints in less than ten working days. If it takes longer, we’ll inform you on why it takes longer and we’ll give you updates regularly.

5. Outcome:

We will inform you of the outcome of your complaint by either email or letter. If your complaint is found valid, we will notify you about the measures we will take. If your complaint is not upheld, we will explain the decision.

If You’re Not Satisfied

If you are dissatisfied with our response or the way your complaint has been handled, you can:

Request an internal review:
You can ask for a different senior staff member to look into your complaint.
Use an external body:
You can get in touch with an external complaints or dispute resolution agency such as:

We will give you information on how to get in touch with these agencies if needed.

Acknowledgement:

We help participants through the NDIS process, from first planning sessions through regular assessments. Our team links participants with reliable providers who understand cultural nuances and help manage NDIS funds.

No Negative Consequences

Making a complaint will not affect your rights, grades or your future training with eMaster HUB. We promote open feedback.

Recording and Improvement

All complaints are documented to help us improve our services. Complaints together with their results are evaluated by management at regular intervals.

Accessibility

If you need assistance with making a complaint because of a disability or English language barrier or require an interpreter, we will help you. Please tell us your requirements.