Complaints & Disputes
At ACTS, we are committed to maintaining a positive and supportive environment for all learners. We value feedback and believe that any concerns or issues raised by learners should be addressed in a fair, timely, and respectful manner. Our complaints and dispute resolution process are designed to ensure that all learners have the opportunity to raise concerns and have them resolved effectively.
If you are not happy with any aspect of your training, work placement, the way
you have been treated or lack of support, you should raise your concerns
verbally with your support person, teacher, tutor, and/or the Training Manager.
We want to know how we can improve your experience being with us.
If you are unhappy with the outcome, please let us know by following
the Complaints/Disputes Procedure and completing the Advice Form.
If you have a complaint or dispute, we encourage you to follow the steps outlined below:
How to Make a Complaint
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Initial Discussion: If you are experiencing an issue, we recommend that you first try to discuss your concerns directly with the person or department involved. This can often lead to a quick and amicable resolution.
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Formal Complaint: If the issue cannot be resolved informally, you may submit a formal complaint. You can submit your complaint by downloading our complaint form.
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Investigation and Resolution: Once a complaint is received, we will acknowledge it as soon as possible and begin an investigation. We aim to resolve all complaints promptly and fairly. During the investigation, we may request additional information or clarification from you or other parties involved.
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Outcome: After the investigation, you will be provided with a clear outcome, including any actions taken to resolve the issue. We strive to ensure that all complaints are dealt with in a way that is transparent, fair, and consistent with our commitment to learner well-being and safety.
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Appeals: If you are dissatisfied with the outcome of your complaint, you have the right to appeal the decision. The appeal will be reviewed by Avon City Ford Service Operation Manager or your School’s Liaison Officer to ensure fairness and impartiality. Complaints can also be made to NZQA with conditions and procedures to be observed. Information regarding the procedures is available from our Training Administrator.
Key Principles of Our Complaint Process
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Fairness and Transparency: We ensure that all complaints are handled impartially, and that all parties involved are given a fair opportunity to present their views.
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Confidentiality: We respect your privacy and handle all complaints confidentially. Information related to your complaint will only be shared with those involved in the resolution process, unless required by law.
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Respectful Communication: We encourage respectful communication throughout the complaint process. We aim to create an environment where everyone feels heard and valued.
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Support: If you need assistance with the complaints process, or if you feel unsure about how to proceed, you can always contact the tutor or Training Manager for help. We also offer access to independent advice and support, should you require it.
Contact Us
If you wish to submit a complaint or if you have any questions regarding the process, click on the link below.
Complaints/Disputes
Procedure
Complaints/Disputes
Advice Form
Complaints/Disputes
Advice Form
Annual Report on Complaints and Critical Incidents
At ACTS, we are committed to maintaining a supportive, safe, and responsive learning environment for all our learners. As part of our ongoing commitment to transparency, we provide an annual report on critical incidents and complaints lodged by learners.
No Complaints and Critical Incidents Lodged
We are pleased to report that, over the past three years, no formal complaints or critical incidents have been lodged by our learners. This reflects the effectiveness of our student support services, as well as our commitment to providing a safe and inclusive environment for all learners.
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2021: No complaints or critical incidents were reported.
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2022: No complaints or critical incidents were reported.
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2023: No complaints or critical incidents were reported.
Our Commitment to Learner Well-being
While no complaints or critical incidents have been reported over the past few years, we remain dedicated to continuously reviewing and improving our policies to ensure the best possible support for our learners. Our student support services are always available, and we encourage open communication to maintain a positive, inclusive, and safe learning environment.
