Complaint Management Procedure

At eMasterHUB, we value feedback and are committed to handling complaints fairly, respectfully and in a timely manner.

Feedback and complaints help us identify issues, improve our courses and services, and provide a better learning experience for individuals and organisations.

You can raise a complaint without fear of being treated unfairly or disadvantaged because you have spoken up.

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1. Purpose

This procedure explains:

• what you can complain about
• how to make a complaint
• what information you should provide
• how eMasterHUB will assess and respond to your complaint
• how to request a review
• what external options may be available if the matter cannot be resolved

This procedure applies to learners, customers, organisational clients and other people who interact with eMasterHUB.

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2. What Is a Complaint?

A complaint is an expression of dissatisfaction about eMasterHUB's products, services, courses, systems, staff, communications, decisions or the way we have handled a matter.

A complaint may relate to areas such as:

• course content
• access to courses or the Learning Management System
• account or login issues
• subscriptions or payments
• certificates
• customer service
• communication
• privacy or handling of personal information
• accessibility
• a decision made by eMasterHUB
• the way a previous complaint was handled
• any other aspect of your experience with eMasterHUB

You can also provide general feedback or suggestions without making a formal complaint.

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3. Our Commitment

When handling complaints, eMasterHUB aims to:

• treat people with dignity and respect
• listen to concerns fairly and objectively
• provide a reasonable opportunity for people involved to provide relevant information
• protect confidentiality as far as reasonably possible
• avoid conflicts of interest
• respond within reasonable timeframes
• explain decisions clearly
• provide opportunities for internal review where appropriate
• use complaint information to improve our services

Making a complaint will not unfairly affect your access to eMasterHUB, your course completion, your certificate eligibility or future dealings with us.

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4. How to Make a Complaint

You can make a complaint in the way that is most suitable for you.

Email
Send your complaint to: admin@emasterhub.com.au

Online
You can contact us through the Contact page on the eMasterHUB website.

In Writing
You can send written correspondence to:
eMasterHUB
Shop 2, 290 Boundary Street
Spring Hill QLD 4000
Australia

If another contact method is available on our website, you may also use that method to contact us.

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5. What Information Should I Include?

Providing enough information will help us understand and respond to your complaint.

Where possible, please include:

• your name
• your preferred contact details
• details of what happened
• when the issue occurred
• the course, subscription or service involved
• the names of any relevant people, if known
• any relevant emails, screenshots, receipts or other supporting information
• any steps you have already taken to resolve the issue
• the outcome you would like us to consider

You do not need to provide information that is not relevant to your complaint.

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6. Anonymous Complaints

You may raise a concern anonymously where reasonably possible.

However, anonymous complaints can sometimes limit our ability to investigate the matter, obtain further information or provide you with an outcome.

Where possible, providing a way for us to contact you may help us resolve the matter more effectively.

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7. Support and Accessibility

You may ask another person to assist you in making a complaint. This could include:

• a family member
• friend
• carer
• advocate
• support person
• interpreter
• authorised representative

Where a person is acting on your behalf, we may need to confirm that they have your permission before discussing personal or account information with them.

If you require reasonable assistance because of disability, communication needs or language barriers, please let us know so we can consider how best to assist you.

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8. What Happens After We Receive Your Complaint?

Step 1 – Acknowledgement

We aim to acknowledge your complaint within 2 business days. We may contact you if additional information is required.

Step 2 – Initial Assessment

We will review the complaint to determine:

• what the main concerns are
• what information may be required
• who should manage the complaint
• whether immediate action is required
• whether the matter needs to be referred to another appropriate person or organisation

Where appropriate, we may be able to resolve straightforward issues during this stage.

Step 3 – Review or Investigation

Where further review is required, an appropriate eMasterHUB representative will consider the available information. This may include:

• reviewing account or course information
• reviewing relevant correspondence or records
• speaking with the person making the complaint
• obtaining information from relevant staff
• reviewing applicable eMasterHUB policies or procedures
• considering relevant legal, contractual or consumer obligations

People whose actions or decisions are directly involved in a complaint will be given a reasonable opportunity to provide relevant information where appropriate.

Step 4 – Resolution

We will consider what action, if any, is appropriate to resolve the matter. Depending on the circumstances, this could include:

• providing further information or an explanation
• correcting an administrative error
• restoring access where appropriate
• reviewing a decision
• correcting course or website information
• providing an apology
• taking appropriate action in relation to a service issue
• considering a refund or other remedy where applicable
• improving an internal process, system or course

Any remedy will depend on the individual circumstances and any applicable terms, policies and consumer rights.

Step 5 – Outcome

We will normally provide the outcome of the complaint in writing. Our response may explain:

• what we considered
• the outcome of our review
• any action we intend to take
• the reasons for the decision, where appropriate
• any further review or complaint options that may be available

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9. Complaint Timeframes

We aim to acknowledge complaints within 2 business days.

We aim to resolve straightforward complaints within 10 business days.

Some complaints may require additional time because of their complexity, the information required or the need to consult other people.

If additional time is required, we will advise you and provide reasonable updates about the progress of the complaint.

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10. Confidentiality and Privacy

Complaint information will be handled with appropriate confidentiality.

Information will generally only be shared with people who need the information to assess, investigate, respond to or resolve the complaint, or where disclosure is otherwise authorised or required by law.

Personal information associated with complaints will be handled in accordance with eMasterHUB's Privacy Policy and applicable privacy requirements.

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11. Procedural Fairness

eMasterHUB aims to ensure complaints are handled fairly. Where appropriate:

• relevant information will be considered objectively
• people affected by allegations will have a reasonable opportunity to respond
• decisions will be based on the available information
• conflicts of interest will be identified and appropriately managed
• complaint outcomes will be explained

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12. No Unfair Disadvantage

A person will not be treated unfairly or disadvantaged simply because they:

• make a complaint
• provide feedback
• assist another person to make a complaint
• participate in a complaint review

eMasterHUB encourages people to raise genuine concerns so that issues can be appropriately addressed.

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13. Requesting an Internal Review

If you are dissatisfied with the outcome of your complaint, you may request an internal review.

Where reasonably practicable, the review will be conducted by a person who was not directly responsible for the original complaint decision.

When requesting a review, please explain:

• why you believe the original outcome should be reconsidered
• any information you believe was not properly considered
• any new information relevant to the complaint

We will advise you of the outcome of the internal review.

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14. External Complaint Options

We encourage you to raise your complaint with eMasterHUB first so that we have an opportunity to resolve the matter.

If the complaint cannot be resolved internally, external options may be available depending on the nature of your concern.

Consumer Matters

For consumer-related concerns involving a Queensland business, you may be able to contact the Queensland Office of Fair Trading.

Your rights under the Australian Consumer Law are not limited or excluded by this complaints procedure or by eMasterHUB's internal policies.

Privacy Matters

If your complaint concerns the handling of personal information, please raise the matter with eMasterHUB first.

Where the Privacy Act 1988 applies and you are not satisfied with our response, or we have not responded within the timeframe generally required for privacy complaints, you may be able to lodge a complaint with the Office of the Australian Information Commissioner (OAIC).

Different external complaint bodies may apply depending on the particular circumstances of a complaint.

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15. Complaint Records

eMasterHUB may maintain appropriate records relating to complaints, including:

• the nature of the complaint
• relevant correspondence
• actions taken
• the outcome
• any identified improvements or follow-up actions

Complaint records will be managed in accordance with applicable privacy, security and record-management requirements.

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16. Continuous Improvement

Complaints and feedback are an important source of information for improving eMasterHUB.

Where appropriate, complaint trends and outcomes may be reviewed to identify opportunities to improve:

• course content
• customer service
• website information
• Learning Management System processes
• communication
• policies and procedures
• accessibility
• administrative processes

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17. Contact Us

If you would like to make a complaint, provide feedback or ask a question about this procedure, please contact:

eMasterHUB
Email: admin@emasterhub.com.au
Address:
Shop 2, 290 Boundary Street
Spring Hill QLD 4000
Australia
Website: www.emasterhub.com.au