COMPLAINT MANAGEMENT

TOTT Commitments

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• TOTT is committed to providing a safe and inclusive environment for all of its students and for those who could be impacted by its operations.

• TOTT will never engage in offensive behaviour being verbal or physical in any way, shape or form.

• TOTT will never accept offensive behaviour being verbal or physical in any way, shape or form from any student.

• Students who display behaviour that is considered offensive or dangerous will be warned that it is not acceptable and if no improvement is displayed they will be automatically removed from the course.

• TOTT welcomes all students from all walks of life.

 

What is Considered Offensive or Dangerous Behaviour?

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• The use of language including swearing, crude, sexually natured, discriminative, religious or political that would reasonably be considered offensive to a student or other person impacted by TOTT operations.

• Physical contact with students where not reasonably required. Reasonably required refers to where intervention is required by the trainer to prevent a dangerous incident from occurring.

• Operating when not fit for duty.

• Students who display behavior that a would indicate to a reasonable person that they are under the influence of alcohol or illicit substances.

 

Complaints

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• All students are entitled to provide feedback and share their thoughts.

• Students are encouraged to provide constructive feedback during and after completion of the course.

• Students are guaranteed that their feedback is treated with the utmost respect and integrity.

• All feedback or complaints are logged in TOTT continuous improvement register.

• Students are provided MSQ contact details and are encouraged to provide any information they believe the regulator ort to know.

 

Issuance of Statements of Competency

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• TOTT will only release a Statement of Competency once a student has paid their agreed fees in full and demonstrated competency in both the theory and performance elements of the assessment.