It is NSWQB policy that all complaints should be dealt with promptly, in an objective and sympathetic manner. Any person who is dissatisfied with the service that they have received is guaranteed that their complaint will be taken seriously and promptly investigated.
The NSWQB respects the rights of a person to complain if they consider that they have not received an appropriate level of service.
Complaints should initially be made to the Complaints Officer. Complaints should be made in writing.
Please address any correspondence to the Complaints Officer,
NSWQB, 8-11 Lower Baggot Street, Dublin 2.
There is no special form required to submit a complaint. However, the letter should contain as much detail as possible, as this will facilitate the NSWQB’s processing of your complaint.
Complaints will be treated in confidence and will not adversely affect any future dealings or contacts you may have with the NSWQB. Where the NSWQB has made a mistake, or it is otherwise at fault, we will apologise, and do what we can to redress the error at the earliest opportunity, and where appropriate, take whatever measures are necessary to prevent a similar situation recurring.
The NSWQB guarantees that following receipt of a complaint, a reply will be issued within 15 days.
If the complexity of the matter requires a longer investigation period, you will be given a revised response time and informed of progress on the matter on an ongoing basis.
Complaints will be recorded and monitored to assist in providing an accurate picture of the quality of our service, and to identify areas requiring improvement.
Feedback will be provided to staff on complaints received and, where complaints which indicate system flaws are upheld, procedures will be reviewed and appropriate action taken to avoid a similar recurrence.
Implementation of the NSWQB function concerning accreditation of courses is set out in its Handbooks of Accreditation Standards and Procedures. A complaints procedure regarding this function concerning areas which do not fall under the customer complaints procedure, is outlined below.
1. Complaints should be made in writing to the Director.
2. Acknowledgement of receipt of a complaint should be made within 10 working days, outlining the various stages the complaint will go through.
3. All complaints will be treated in confidence and at all times the Director will strive to ensure that the complaints procedure is fair and that both the complainant and the college or persons, the subject of the complaint, are treated fairly.
4. The first stage will involve the Director forming an initial view, based if required on further information being sought from the complainant and/or from the college in question (and possibly other parties) and on whether the matter is primarily for the college or for the Board. The Director will also form a view on how the complaint might be determined and will then make a recommendation to the Board. In arriving at a recommendation to the Board, the Director may consult with an ad-hoc committee of the Board convened for this purpose.
5. The second stage will involve the Director effecting the Board’s decision regarding the determination of the complaint.
6. The third stage will involve the Director informing the complainant of the Board’s decision.
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