At Elite Safety Training, we are committed to providing a positive learning experience for all learners. We welcome feedback and encourage learners to raise concerns as soon as possible so that issues can be resolved fairly, respectfully, and promptly.

Our Commitment

We aim to:

  • Treat all complaints and appeals seriously.
  • Handle concerns fairly, confidentially, and without bias.
  • Resolve issues as quickly as possible.
  • Ensure learners are not disadvantaged for raising a concern or complaint.
  • Provide clear communication throughout the process.

Complaints Process

A complaint may relate to any aspect of your experience with Elite Safety Training, including:

  • Customer service
  • Training delivery
  • Learning resources
  • Assessment processes
  • Administration
  • Facilities
  • Learner support

Step 1 – Informal Resolution

Where appropriate, we encourage learners to first discuss the issue with the trainer, assessor, or staff member directly involved.  Many concerns can be resolved quickly through discussion and clarification.

Step 2 – Formal Complaint

If the matter cannot be resolved informally, learners may submit a formal complaint using our Complaints & Concerns Notification Form.  Complaints should include:

  • Your name and contact details
  • A description of the issue
  • Relevant dates and locations
  • Any supporting evidence
  • The outcome you are seeking

Complaints may be submitted to:

Academic Director
Elite Safety Training
20 Risinghurst Terrace
Lower Shotover
Queenstown 9304

Or via email: training@elitesafety.co.nz

Step 3 – Investigation

Upon receiving a formal complaint, Elite Safety Training will:

  • Acknowledge receipt of the complaint.
  • Review all available information.
  • Seek clarification where required.
  • Investigate the matter fairly and objectively.
  • Advise the complainant of the outcome.

Assessment Appeals

Learners have the right to appeal an assessment decision if they believe:

  • An assessment was conducted unfairly.
  • Assessment requirements were incorrectly applied.
  • Relevant evidence was not considered.
  • There was a procedural error.

How to Lodge an Appeal

Appeals should be submitted in writing within 10 working days of receiving the assessment decision.

The appeal should include:

  • The assessment being appealed.
  • The reason for the appeal.
  • Any supporting evidence.

Appeals will be reviewed by an appropriately qualified person who was not directly involved in the original assessment decision where practicable.

Learners will be advised of the outcome as soon as reasonably possible.

External Complaints

If you are not satisfied with the outcome of Elite Safety Training’s internal complaints process, you may contact:

NZQA

New Zealand Qualifications Authority (NZQA)  provides information on how learners can make complaints about education providers.

Study Complaints | Ngā Amuamu Tauira

Study Complaints is an independent service that helps resolve disputes between tertiary learners and education providers.

https://www.studycomplaints.org.nz

Complaints and Concerns Form

A copy of our Complaints & Concerns Notification Form can be downloaded HERE.

Questions?

If you have any questions about our complaints or appeals process, please contact us and we will be happy to assist.

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