Transform Training (TT) is committed to ensuring that any person or organisation using services provided by TT or affected by its operations has the right to lodge a complaint and to have their concerns addressed in ways that ensure access and equity, fairness, accountability and transparency.
The organisation will provide a complaints management procedure that:
• is simple and easy to use
• is available to all members, clients and stakeholders via the TT website.
• ensures complaints are fairly assessed and responded to promptly
• is procedurally fair and follows principles of natural justice
• complies with legislative requirements.

OUR COMMITMENT
If you make a complaint to NDS you can expect that we will:
• treat you with respect
• tell you what to expect while your complaint is being looked into
• carry out the complaint handling process in a fair and open way
• provide reasons for decisions that are made
• protect your privacy

WHAT CAN I MAKE A COMPLAINT ABOUT?
You can make a complaint to TT about the delivery of TT services. From time-to-time TT consults with the sector to determine a policy position or to gauge the views of the sector. It is not the intent of this policy to allow a person or organisation to complain about the outcome of such consultations if the final result does not agree with that person or organisation’s position. A person may however lodge a complaint if a documented consultation process was not followed, or if the process was flawed.

PROCEDURES
Making a Complaint
A person wishing to make a complaint may do so in writing or verbally to:
• the staff member they were dealing with at the time, unless you are making a complaint about this person
• the Office Manager or relevant Regional Manager
• the Chief Operating Officer or Directorship, or

If the complaint is about:
• a product or service delivered by TT, the complaint will normally be dealt with by the relevant manager
• a staff member, the complaint will normally be dealt with by the relevant manager
• a senior staff member, the complaint will normally be dealt with by the Chief Operating Officer or the Chief Executive
• the Chief Operating Officer, the complaint will normally be dealt with by the Chief Executive of TT
• the Chief Executive, the complaint will normally be dealt with by the Board of TT
• internal complaints, where a staff member makes a complaint concerning another staff member, will be dealt with in accordance with the Grievance Policy and Procedures of TT.
Written complaints may be sent to the relevant TT office. The relevant regional manager will be responsible for receiving this correspondence and directing it to the appropriate person.

PROCEDURE FOR COMPLAINTS MANAGEMENT
The person managing the complaint will be responsible for:
1. Registering the complaint:
• registering the complaint in the TT complaints register
• informing the complainant that their complaint has been received and providing them with information about the process and time frame

2. Investigating the complaint:
• examining the complaint within 5 working days of the complaint being received
• informing the complainant by letter within 10 working days of the complaint being received of what is being done to investigate and resolve it, and the expected time frame for resolution.
As far as possible, complaints or appeals will be investigated and resolved within 20 working days of being received. If this time frame cannot be met, the complainant will be informed of the reasons why and of the alternative time frame for resolution.
3. Resolving the complaint:
• Making a decision or referring to the appropriate people for a decision within 20 working days of the complaint being received
• Informing the complainant of the outcome and any options for further action if required

4. What if I am unhappy with the resolution?

• If you are not happy with the outcomes of a complaint, you may be able to lodge a complaint with the Ombudsman in your state. The Ombudsman’s office will determine if it has the power to investigate your complaint. If the complaint relates directly to a NEBOSH or IOSH product then you can directly contact those bodies at the following addresses:

• NEBOSH
Dominus Way, Meridian Business Park,
Leicester, LE19 1QW
tel: +44 (0)116 263 4700

• IOSH
The Grange, Highfield Drive
Wigston
Leicestershire, LE18 1NN
tel: +44 (0)116 350 0700

RECORD KEEPING

A register of complaints will be kept by TT. The register will be maintained by the Chief Operating Officers office and will record the following for each complaint:
• Details of the complainant and the nature of the complaint
• Date lodged
• Action taken
• Date of resolution and reason for decision
• Indication of complainant being notified of outcome
• Complainant response and any further action
Copies of all correspondence and other materials received by TT in connection with any complaints will be kept for 7 years.
The complaints register and files will be confidential, and access is restricted to the Chief Operating Officer, the Chief Executive and the Board of Directors.

Signed

Lindsay Lavery
Director
29th May 2024