Policies and procedures
Customer care.
How to provide feedback on our services.
We regularly seek your feedback regarding our services. We use this feedback to identify areas in which there are problems so we can improve them.
Our process
- View your feedback as an opportunity to improve our business and our service delivery to you.
- Record all information according to Australia’s Privacy Legislation.
- Resolve issues in a way which is satisfactory to you and us.
Commitment to best practice
We are committed to ensuring the way we respond to your feedback is receptive to your needs and is striving towards best practice. We do this by providing each course participant with a course evaluation link to determine the level of satisfaction with our services.
Our principles
We follow specific principles to ensure your feedback receives the attention it deserves.
- We value and welcome your feedback whether it is a concern, complaint or praise.
- You are entitled to a courteous and fair response.
- You are entitled to a transparent process.
- It is in your and our best interests for us to handle your complaint promptly, keeping you informed along the way.
Information we record
It is important to record your feedback to assist us:
- track how your feedback is being handled and keep you informed
- understand customer needs
- identify problems which are being experienced by more than one customer
- comply with privacy requirements and industry standards.
We record the following information so we can respond to you personally with regards to your feedback:
- a description of your feedback/complaint
- any resolution you request
- the service you complain about
- the date you submit your feedback
- the due date for a response from us to you
- the actions taken to try and resolve your complaint
- the resolution we reach with you.
Dealing fairly with feedback
We aim to find a transparent and fair solution to your feedback using all relevant information and common sense. In making a decision we consider the following:
- the law, industry codes and guidelines
- our guaranteed service levels
- what is fair
- what makes sense to us as a business
- if the complaint is not resolved within fifteen business days, you are entitled to a written explanation of what has happened setting out all of the reasons for the delay in resolution.
Our procedure
When you make a complaint, we will:
- acknowledge it either by phone, or email, as soon as we can after receipt
- initiate resolution at your first point of contact
- aim to resolve your complaint at your first point of contact with us
- respond to all complaints that are not resolved at your first contact within five business days and aim to resolve most complaints within fifteen business days.
Some complaints will take longer to resolve because of the particular issues they raise or the complexity of the issue.
If you are seeking to make a general enquiry, provide feedback, or make a complaint, please email info@cce.sydney.edu.au.