Complaints policy
The Complaints policy sets out the formal policy principles for managing complaints and concerns related to the CPD program. This policy supports fairness, transparency, and appropriate resolution of concerns.
Purpose of the complaints policy
The purpose of this policy is to establish clear principles for handling complaints related to CPD participation, recognition, or processes.
The policy is intended to:
- Provide a clear pathway for raising concerns
- Support fair and timely resolution
- Ensure transparency and procedural fairness
- Support trust in CPD governance processes
What the policy covers
At a high level, the complaints policy addresses:
- The scope of complaints related to the CPD Program
- Principles for managing and responding to complaints
- Governance and oversight arrangements
- The relationship between complaints and other CPD processes
Operational complaint handling processes are addressed through separate guidance.
Complaints principles
The complaints policy is informed by principles that may include:
- Fairness and impartiality
- Confidentiality
- Transparency of process
- Proportionality in decision-making
- Timely resolution
Governance and review
The complaints policy is:
- Approved through formal College governance processes
- Subject to legal review
- Overseen by the CPD Committee
The policy may be reviewed and updated as required to reflect changes in program design, regulatory expectations, or governance arrangements.
Using this policy
This page provides a summary of the complaints policy. For information on how to raise a complaint, refer to the relevant complaints guidance. Where there is any difference, the formal policy document takes precedence.
Summary
The complaints policy provides the formal governance framework for managing CPD-related complaints in a fair, transparent, and consistent manner.