To provide a quality process that defines the process required for any candidates who have undertaken training or assessment events with Richardson Rail Services Ltd. To complain about anything, they feel was unsatisfactory.
This document applies to all areas of business operations where track safety training and assessment provided to candidates is carried out per the industry framework. This process will apply to candidates themselves but also to sponsors of candidates who attended an event with us.
The company recognises that there may occasionally be instances when individuals have grievances and may wish to lodge complaints about matters separate from training or assessment decisions (which are managed through the training/assessment appeals procedure
Please find below the recognized complaints procedure that should be followed in case of any issues:
Submit your complaint to the Training and Assessment Manager. An independent, nominated individual will be assigned to investigate your complaint. You should complete and return the Appeals Form (TRA-031) to the nominated investigator. The receipt of your complaint will be acknowledged either verbally or in writing within seven working days. The nominated investigator will review your complaint and liaise with the Training and Assessment Manager. Together, they will determine whether the nature of your complaint impacts the quality standards of delivery or if it pertains to other areas of
The nominated investigator will keep the Managing Director updated on the complaint's progress. Those implicated in the complaint will have the right to attend any scheduled meetings to present their views in person. If the complaint cannot be resolved satisfactorily at this level, then the matter will be escalated within the organizational structure. The Managing Director will have the final authority if no successful resolution is achieved. The complainant will be advised of the outcomes and the most appropriate course of action.
Note, If the staff involved in the complaint request is the training manager, it will go to the next senior person, potentially having to go directly to the director or delegated individual.