Grievance / Appeals

 

The Australian Ski Patrol Association Inc (ASPA) is committed to achieving and maintaining an environment that is positive, productive and harmonious, where complaints, grievances and appeals are managed promptly, confidentially, impartially and fairly. More information is available from the Customer Complaints, Grievances and Appeals Policy.

Customer Complaints and Grievance Handling Policy

ASPA recognises that grievances and complaints do arise and has developed the Customer Complaints and Grievance Handling Policy and Procedure to assist and resolve them.

ASPA is committed to:

  • Fair, impartial, just and confidential handling of concerns and grievances
  • Ensure that all ASPA customers and members have access to the Customer Complaints and Grievance Handling Procedure
  • Ensure that action is taken promptly within agreed timeframes and procedures, and
  • Ensure that all parties are protected from victimisation

Complaints and Grievances Regarding Courses

In the event that you have a complaint or grievance whilst completing a course the following procedures should be followed:

  • If the problem arises whilst participating in a course, you should in the first instance contact the Instructor of the course.
  • If this is not possible then contact either a Course Examiner or the Course Director.
  • If these options are not available to you, or you are not able to contact the above, then contact the Vice President, Education (VP Ed).

The VP Education’s contact information is listed on your course receipt, is available from the Course Director and is listed on the course participant information sheet. The VP Education is usually in attendance at courses where you can make personal contact.

Complaints and Grievances Regarding Members

If your complaint or grievance is in relation to an ASPA member the following procedures should be followed:

  • In the first instance you should discuss the problem with the particular member at the time of the incident.
  • If this is not possible then contact the Vice President in your State.
  • If these options are not available to you, or you are not able to contact the above, then contact the Senior Vice President.

Attachment one to this policy contains a current listing of the ASPA Executive including the names and contact details for the State Vice Presidents and the Senior Vice President.

Format of Complaint or Grievance

Initially your complaint or grievance can take a verbal form, however, if you wish to have the complaint addressed by the full executive committee you must put your complaint in writing.

Written complaints can be addressed to the Senior Vice President, State Vice President or to: Executive Officer
Australian Ski Patrol Association Inc
PO Box 8276
Armidale VICTORIA 3143

On receipt of a complaint the ASPA Executive will investigate your complaint or grievance in a professional manner with regard to punctuality of response, correctness of procedure and in line with ASPA principles, policies and procedures.

Continuous Improvement Program

A critical component of our ASPA’s Continuous Improvement Process is the reporting of improvement opportunities. Students are encouraged to use this mechanism to redress issues that are systemic in nature. These may include, but are not restricted to:

  • areas of non-compliance against the Standards,
  • possible areas in which this system may be improved,
  • links to other pages or external websites that do not work, &
  • your ideas for improvements as a result of complaints, grievances and/or appeals.

Your input in this continuous improvement area is welcome. Please complete a Corrective Action Record and forward it to the Vice President Education by either mail or email.

The Customer Complaints, Grievances and Appeals Policy document is available for download, printing and review.