Complaints

Training and Assessment Services
Complaints Policy and Procedure

ASI is committed to effectively, efficiently, promptly and fairly handling all complaints, grievances and appeals about training and assessment services

Any complaints will be treated seriously, treated in the strictest confidentiality and investigated thoroughly and dealt with according to the merit of the complaint.

The circumstances and results of any complaint investigation will be analysed thoroughly by senior management and acted on appropriately for continuous improvement.

In the event of a complaint, grievance or appeal, a student can:

• Talk directly with the person concerned to resolve the problem

• Seek the assistance of his/her Training Facilitator

• Write to the Chief Executive Officer at ASI Head Office

Making Complaints
Clients may make a complaint in writing to:

The Chief Executive Officer at ASI Head Office

Email:   info@academyofsurfing.com

Recording and Resolution of the Complaint received by ASI Head Office

• ASI Head Office is notified of the complaint

• All complaints are recorded on the Client Complaint form

• AI Head Office investigates the complaint.

• Clients are notified in writing of the outcome of the complaint within 60 days from the time of receiving the complaint.

• All complaint information is filed on the Complaints File

Dissatisfied Outcome

Should the client not be satisfied, then the client can seek arbitration by a third party acceptable to all parties to the grievance, at the cost of the student.

Arbitration will be undertaken when both ASI Head Office and the client agree on a third party.

If the complaint/grievance is still unresolved, the client will be advised of external organisations of appeal.