DET International Customer Complaints Management Procedure for DETi students and customers

Department of Education and Training International Complaints Management Process 

Responsibilities (Including Flowchart):

1. Early resolution

Complainant

  • Submits complaint to the Department of Education and Training International (DETi), providing a clear idea of the problem and the desired solution.

  • Complaints may be received by the Office of the Executive Director, DETi (OED) or direct to a DETi branch. If received directly by a DETi branch, please work with OED DETi to accurately acknowledge and record the request. 

Office of the Executive Director, DETi 

Receive complaint and record in register

  • Determine whether the enquiry received is a compliant complaint in accordance with the Department’s Customer Complaints Management Framework.

  • Staff and manager should assess the level of risk and any other relevant factors to determine the action to take. 

  • Acknowledge receipt of a compliant complaint or refer back to the applicant advising it is not considered a complaint under the Customer Complaints Management Framework. 

  • If compliant, list on the DETi Complaints and Appeals Register in Records Manager at 16/178717.

DETi

Attempt to assess and resolve complaint

  • The OED assesses and resolves complaint or refer to business unit director to follow relevant complaints process.

  • Business unit drafts recommendation/response. Consideration of applications can be between 20–90 working days, dependant on level of investigation required.

  • If applicable, Director considers proposed recommendations/response and submits to the OED.

  • Manager, OED DETi reviews proposed recommendations/response for Executive Director, DETi consideration.

  • Executive Director, DETi considers proposed recommendations/response or refers it to the Deputy Director-General Training and Skills for final decision. 

Communicate outcome

  • Executive Director DETi (or final approver) communicates progress and/or outcomes of the complaint, including providing a clear explanation of the final decision, any recommendations, review options and any external review mechanisms, to the complainant:

    • No Breach substantiated: Complainant advised. 
    • Breach Substantiated: Compliance Action Process/System Improvement implemented and complainant advised. 

Close complaint

  • The OED closes complaint in the DETi Complaints and Appeals Register in Records Manager at 16/178717, notifies the relevant business unit and advises the DET Complaints Manager. 


2. Internal Review

Complainant

  • If the complainant is dissatisfied with the outcome of their complaint they may submit a request for internal review. If received directly by a DETi branch, please work with the OED to accurately acknowledge and record the request.

Office of the Executive Director, DETi

Receive complaint 

  • Determine whether the appeal received is compliant with the department’s Customer Complaints Management Framework.

  • Staff and manager should assess the level of risk and any other relevant factors to determine the action to take. 

  • Acknowledge receipt of a compliant request or refer back to applicant advising it is not considered a compliant request for appeal under the Customer Complaints Management Framework. 

  • If compliant, list on the DETi Complaints and Appeals Register in Records Manager at 16/178717.

DETi

Attempt to assess and resolve complaints

  • The OED or relevant business unit director to follow their complaints process.

  • An appropriately trained independent staff member must undertake a comprehensive review of the complaint, assessing both the process to investigate and resolve the complaint and/or the merits of the original decision or action.

  • The OED or relevant business unit director will recommend an independent staff member to the Executive Director, DETi for approval.

  • Independent staff member drafts recommendations/response. Consideration of internal review applications can be between 20–90 working days, dependant on level of investigation required.

  • If applicable, Director considers proposed recommendations/ response, and then submits to the OED DETi.

  • Manager, OED DETi reviews proposed recommendations/ response for Executive Director, DETi approval.

  • Executive Director, DETi considers proposed recommendations/ response or refers to Deputy Director-General Training and Skills for final decision.

Communicate outcome

  • Executive Director, DETi (or final approver) communicates outcomes of the review process, including providing a clear explanation of the final decision, any recommendations, and any external review mechanisms, to the complainant.

    • No Breach substantiated: Complainant advised. 
    • Breach Substantiated: Compliance Action Process implemented and complainant advised. 

Close complaint

  • OED closes complaint in the DETi Complaints and Appeals Register in Records Manager at 16/178717, notifies the relevant business unit and advises the DET Complaints Manager. 

  • OED assesses the effectiveness of the review processes and identifies and document lessons that may inform improvements to the complaints management process, risk assessment and operational planning.​

3. External Appeal

  • Where a customer remains dissatisfied with the outcome after an internal review decision, details of external appeal authorities should be provided to enable the customer to submit an external review directly with the Queensland Ombudsman, Public Service Commission, Information Commissioner or other relevant authority. 

    • DETi will work with the external reviewer to support and provide all relevant information to support the appeals process.  

    • DETi will immediately take any action required to comply with the decision of the External Review. 

​​​Customer Complaints Management Framework​Outlines the department’s framework for managing complaints in a consistent way by describing standards and principles to guide complaints management processes in the Department.
​Complaints Register​A tool for recording receipt of a complaint (including complainant details) and outcomes. Registers must be maintained in the department’s document management system Records Manager. 
​Complainant​Person, organisation or their representative (including clients, consumers, service users, customers, etc.) making a complaint.
​Customer complaint​​Complaints managed in line with the Customer Complaints Management Framework are those where the customer expresses dissatisfaction about the service or action of the department, or its staff, and the customer is directly affected by the service or action of the Department. Examples include:
  • a decision made, or a failure to make a decision, by a public service
  • employee of the Department;
  • an act, or failure to act, of the Department;
  • the formulation of a proposal or intention by the Department;
  • the making of a recommendation by the Department;
  • the customer service provided by a public service employee of the Department.​
​External review​A formal process conducted by an external review body to ensure that the Department’s decision-making is fair and reasonable and that proper procedures are followed in making decisions including those from internal reviews.
​Internal review​A formal process conducted by appropriately trained departmental staff which seeks to establish whether the complaint management process in response to the original complaint was appropriate and/or the outcome reached was reasonable.

Related policies

Contact

For further information about this process, please contact: 

Manager, Office of the Executive Director

Department of Education and Training International


Phone: (07) 3513 5754

Fax: (07) 3513 5783​

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Last reviewed 22 June 2017
Last updated 23 June 2017