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This procedure describes the process by which trainers and trainees may have problems addressed effectively, efficiently, professionally and confidentially

A grievance, complaint or appeal is deemed to be dissatisfaction with the procedures, outcomes or the quality of service provided by employees of Gryphon Learning in relation to the following processes:

• enrolment
• training delivery
• training/competency assessment, including recognition of prior learning
• issuing of results, certificates and/or statements of attainment
• any other activities associated with the delivery of training and assessment services
• other issues such as discrimination, sexual harassment, student amenities, etc.

A grievance, complaint or appeal is deemed to be a formal grievance, complaint or appeal when it is made in writing to the training manager.
An appeals committee would comprise at least three of the following people; providing that the complainant and the subject of the complaint, if it relates to the action or inaction of a person, are ineligible to participate in the appeals committee set up to consider that particular complaint:

1. a trainer with expertise in the area concerned
2. a trainee enrolled in the area concerned
3. the training manager
4. a representative of the trainee's employer
5. a representative of trainees enrolled with Gryphon Learning
6. a representative of trainers employed by Gryphon Learning

Procedure
The grievance procedures involve the complainant initiating the following:

• Discussion with the relevant trainer, trainee, administrator or coordinator about the grievance
• If it is unable to be resolved, the grievance can be taken before the training manager
• If it is unable to be resolved at this level, the grievance can be formalised and the written complaint/appeal lodged with the training manager who will refer the grievance to the appeals committee
• If the grievance is still unresolved, it may be referred to the directors of Gryphon Learning.
• The training manager will convene meetings of the appeals committee or directors of Gryphon Learning with the appellant/complainant as soon as is practical after the complaint, grievance, appeal is referred to that level in the grievance procedure.
• The training manager will provide to the appellant/complainant in writing, the outcome of each complaint, grievance or appeal, including reasons for the decision, within five working days of the decision being made.

Policy

• All employees/contractors and prospective trainees will be provided with a copy of the grievance procedure.
• All grievances, complaints and appeals are to be heard by an independent person or panel.
• All disputes or grievances will be handled professionally and confidentially in order to achieve a satisfactory resolution.
• All parties will have a clear understanding of the steps involved in the grievance procedure.
• Each appellant/complainant will be provided with the opportunity to present his or her case at each stage of the grievance process.
• All grievances will be managed fairly and equitably and as efficiently as possible.
• All discussions relating to complaints, grievances and appeals are to be recorded in writing and the appellant/complainant provided with a written statement of the outcomes, including reasons for the decision.
• Gryphon Learning will provider trainers and/or trainees with details of external authorities that they may approach with respect to their grievance if required.
• Gryphon Learning will endeavour to resolve any grievance referred to it by the Office of Training and Tertiary Education within ten working days of its receipt of the complaint.
• This policy provides an avenue for most grievances to be addressed. However, in some cases, alternative measures may need to be explored.
• Gryphon Learning will encourage the parties to approach a grievance with an open view and attempt to resolve issues through discussion and conciliation. Where a grievance cannot be resolved through discussion and conciliation Gryphon Learning acknowledge the need for an appropriate external and independent agent to mediate between the parties.