Weekday Special:

10% off courses on weekdays!
Book now →
Book Now

Complaints Management Policy

Version

1.0

Date

01/05/2026

Author

Brendon van Ras

Approved By

Director

1. Purpose

The purpose of this policy is to establish a clear, fair, and transparent process for managing complaints received by Boat Pilot Pty Ltd, a BoatSafe Training Organisation (BTO) operating under the oversight of the Queensland Department of Transport and Main Roads (TMR). This policy ensures that complaints are handled promptly, professionally, and in accordance with the expectations of the BoatSafe Scheme.

2. Scope

This policy applies to all:

  • participants and clients
  • staff, trainers, and assessors
  • contractors and representatives
  • members of the public interacting with the organisation


The policy covers complaints relating to:

  • training delivery and assessment
  • trainer or staff behaviour
  • safety concerns during theory or practical training
  • administrative or customer service issues
  • breaches of BoatSafe requirements or organisational policy

3. Policy Statement

Boat Pilot Pty Ltd is committed to:

  • delivering a safe, respectful, and fair training environment
  • handling all complaints impartially and confidentially
  • ensuring no participant is disadvantaged for lodging a complaint
  • complying with the standards and expectations of TMR under the BoatSafe Scheme

4. Definitions

  • Complaint: An expression of dissatisfaction regarding service, conduct, safety,
    assessments, or organisational practices.
  • Complainant: The individual making the complaint.
  • BTO: BoatSafe Training Organisation approved by TMR.
  • BTP: BoatSafe Training Provider.
  • TMR: Queensland Department of Transport and Main Roads.

5. Responsibilities

5.1 Organisation

  • Maintain a documented, accessible complaints process
  • Ensure staff understand and apply this policy
  • Keep accurate records and cooperate with TMR audits

5.2 Trainers & Assessors

  • Receive complaints respectfully
  • Report complaints promptly to management
  • Support fair and transparent investigation processes

5.3 Head Trainer

  • Oversee complaint investigations
  • Ensure timely, impartial resolution
  • Report serious matters to TMR when required

6. Lodging a Complaint

A complaint can be made through:

  • verbal or written communication to trainers or staff
  • email, phone, or website submission

Assistance will be provided to anyone needing help lodging a complaint.

7. Complaints Management Process

Step 1 – Acknowledge (within 2 business days)

  • Complaint logged in the Complaints Register
  • Written acknowledgement sent to the complainant

Step 2 – Assess

  • Determine the nature and seriousness of the complaint
  • Identify safety, compliance, or misconduct risks
  • Decide whether the matter requires immediate action or TMR notification

Step 3 – Investigate

  • Conducted by someone not directly involved where possible
  • Collect statements, evidence, and records
  • Ensure procedural fairness for all parties

Step 4 – Decision & Response (within 10 business days)

  •  Complainant receives written outcome including:
    • findings
    • actions taken
    • explanation if longer timeframes are required

Step 5 – Corrective Actions

Actions may include:

  • retraining or reassessment
  • staff coaching or disciplinary action
  • safety or operational improvements
  • notifying TMR when required

Step 6 – Close & Record

  • Complaint outcome documented
  • Records stored securely for compliance and audit purposes

8. Confidentiality

All complaints will be handled with strict confidentiality. Information will only be shared with:

  • individuals involved in managing the complaint
  • TMR, when notification is required
  • legal authorities, if obligated by law

9. No Disadvantage

Participants will not experience discrimination, retaliation, or negative treatment for making a complaint in good faith.

10. Escalation Options

10.1 Internal Escalation

If a complainant is dissatisfied with the outcome, they may request a review by:

  • Head Trainer
  • or
  • Director

10.2 External Escalation

Complainants may escalate to the Department of Transport and Main Roads (TMR) for issues involving:

  • safety risks
  • misconduct by an Approved Person
  • unfair or improper assessment
  • breaches of BoatSafe Scheme requirements
  • fraudulent behaviour TMR contact details must be displayed in training rooms and provided in course materials.

11. Mandatory Reporting to TMR

The organisation must notify TMR when a complaint involves:

  • dangerous or unsafe training practices
  • suspected fraudulent or improper assessment
  • misconduct by an Approved Person
  • breaches of TMR approval conditions
  • any matter potentially affecting public or participant safety

12. Continuous Improvement

Complaints will be reviewed quarterly to identify trends and opportunities for improvement. This may result in updates to policies, safety procedures, or training practices.

13. Review of Policy

This policy must be reviewed annually or earlier if:

  • legislation changes
  • TMR updates BoatSafe requirements
  • systemic issues are identified