Complaints
Complaints can be lodged in writing, in person by telephone, by facsimile or electronically and may be done so anonymously.
All complaints will be considered in a fair, objective and unbiased manner. Confidentiality is maintained at all times and anonymity preserved where requested.
Appeals
Clients are entitled to appeal decisions made by Master Builders following the complaint process. Appeals must be in writing and lodged on an appeals form.
Complaints and appeals can be addressed to:
Master Builders Training
417 Wickham Terrace
Brisbane Queensland 4000
Phone (07) 3225 6530
Fax (07) 3225 6540
Email training@masterbuilders.asn.au
Assessment appeals
Students enrolled in training with Master Builders are entitled to appeal assessment decisions made by a Master Builders trainer/assessor. All applications for re-assessment must be submitted in writing to the Training & Licensing Manager no later than 14 days after the initial assessment result has been received.
The Training & Licensing Manager may request additional information from the student to ensure a fair, equitable and transparent process. The result of the re-assessment will be provided to the student in writing.
Should the result of the re-assessment still not satisfy the student, a further right of appeal can be submitted by the student, in writing and accompanied by all documentation and records of interaction to the Department of Education and Training .
Complaints and appeals prompt a revision of current processes and, where necessary, changes to procedures are made to ensure continuous improvement to training and assessment products and/or services.
