Feedback and Complaints Policy

This policy outlines our approach to the management of feedback, including compliments and complaints.

The team at VETASSESS will gladly receive and respond to all feedback from customers in a professional, timely and respectful manner. In line with our quality principles, we encourage a culture of continuous improvement and subsequently recognise feedback as vital to the growth of our business.

Our policy adheres to applicable Australian government legal requirements, standards and guidelines.

The policy is based on the principles of natural justice and procedural fairness. We will ensure complaints are recorded, acknowledged and dealt with fairly, efficiently and effectively. Any concerns from customers will be dealt with in an equitable and impartial manner, respecting all privacy and confidentiality matters.

This policy applies to anyone who wishes to provide feedback on their experience with us.

Our customers may provide feedback by making a complaint, a compliment or a suggestion for improvement. All feedback is valued and is central to our continuous improvement practices and strategy.

A complaint is an expression of dissatisfaction about our services and gives our customers the chance to tell their side of the story.

Our customers can make a complaint regarding any aspect of their experience, including the assessment process and the assessment outcome, providing the grounds for making the complaint are reasonable.

Reasonable grounds for making a complaint include, but are not limited to:

• An assessment decision that is inconsistent with our published criteria or that you believe was made without sufficient consideration of the evidence provided.
• Negligent conduct of any staff member in relation to the assessment process or outcome.

All complaints will be reviewed, analysed and escalated to management for attention.

Your feedback is very important to VETASSESS.

Without it, we cannot grow.

We recognise the time and effort involved in giving us your feedback and we want you to know that it is greatly appreciated and always taken seriously.

Your feedback may be a compliment or a suggestion for improvement. Completing the form below and selecting the type of feedback, along with the appropriate product or service, will ensure your feedback is delivered to the correct departments.

We aim to respond to all feedback within 10 business days.

There are times however, when feedback provided to us requires extended research.  If needed, we will contact you to advise of the extended timeframe.

If you feel that the matter has not been satisfactorily resolved, you are welcome to request a review of the outcome.

To submit your feedback, please complete the online form below. Any further enquiries can be emailed to us on info@vetassess.com.au or via telephone on +613 9655 4801.