AQATO

Complaints Policy

Introduction

Global Skills Development Pty Ltd (ABN 30 622 891 990) (we, us or our) are committed to delivering excellence in our business. We recognise that despite our best efforts, there may be instances where our products or services do not meet the expectations of our clients or customers. We view complaints as opportunities for improvement and valuable feedback about our service offering.

This policy applies to our company and our directors, officers, representatives, and operations. All personnel have a responsibility in complaint management.

The processes outlined in this policy apply to all complaints involving:

  • Clients or customers using our services
  • Business partners
  • Service functionality
  • Service delivery matters
  • Quality concerns
  • Staff conduct

Our complaints resolution process is provided free of charge to all clients and customers.

What is a complaint?

A complaint is defined as an expression of dissatisfaction made to or about our organisation, related to our products, services, staff, or the handling of a complaint, where a response or resolution is explicitly or implicitly expected.

Complaints may relate to:

  • service or product quality
  • technical issues
  • partner performance
  • delivery delays
  • communication issues
  • service standards
  • staff conduct
  • billing and payments
  • data security and privacy

Complaints can be lodged through multiple channels:

  • online
  • email
  • written correspondence
  • social media channels
  • in-person at our offices

We recognise that:

  • the term 'complaint' does not need to be explicitly used
  • complaints may be made by authorised representatives
  • some clients may require assistance in lodging complaints
  • complaints may involve multiple parties

Complaints Management Team

Our Complaints Team consists of:

  • dedicated customer service specialists
  • technical experts
  • legal and compliance representatives

The team's responsibilities include:

  • managing the end-to-end complaints process
  • coordinating with relevant parties
  • investigating issues
  • analysing complaint data and trends
  • implementing improvements
  • professional advisors;
  • training staff in complaint handling
  • reporting to senior management
  • maintaining complaint records

Acknowledging Receipt of Complaints

We try to acknowledge complaints in writing within one business day of receipt. The acknowledgment should include:

  • the name and contact details of the assigned complaint handler
  • expected timeframes for resolution
  • next steps in the process

Staff receiving complaints must:

  • record the complaint in our system
  • classify the complaint by type and priority
  • notify relevant team members
  • forward all documentation to the Complaints Team

Early Resolution of Complaints

Where possible, we aim to resolve complaints within five business days. Early resolution procedures include:

  • immediate technical support where applicable
  • direct communication with relevant parties
  • quick resolution of simple misunderstandings
  • immediate corrective actions where possible

Internal Dispute Resolution (IDR) for Unresolved Complaints

For complex complaints requiring detailed investigation:

  • a formal investigation process will commence
  • regular updates will be provided to all parties
  • relevant stakeholders will be consulted
  • technical audits will be conducted if required
  • we will endeavour to provide a detailed written response within 20 days

Internal Review of IDR Response

Complainants may request an internal review if unsatisfied with the initial resolution. The review process includes:

  • assessment by a senior team member not involved in the initial response
  • comprehensive review of all documentation and communications
  • consultation with relevant subject matter experts
  • clear explanation of any revised decisions

Recording and Tracking of Complaints

We aim to maintain a comprehensive complaints management system that records:

Complaint Details

  • Date and time received
  • Nature of complaint
  • Services or products involved
  • Parties involved
  • Resolution attempts
  • Final outcome
  • Compensation or remediation provided

Technical Data

  • Service performance metrics
  • Quality assurance data
  • Communication logs
  • Resolution timeframes
  • Staff involved

Analytics

  • Trend analysis
  • Root cause identification
  • Resolution success rates
  • Client satisfaction metrics
  • Response time tracking

Amendments

This policy will be reviewed annually or as required by our needs.

Last Updated

Tuesday, 13 Jan 2026