Complaints Procedure

As an MSTR® student or practitioner you may have cause for complaint against another student, practitioner or approved instructor. Please note – this is not the same as a ’cause for concern’ that may only need reassurance on a particular matter from the person/s involved.

Where possible, complaints should be resolved at first contact with the person/s involved. If the complaint cannot be resolved yourself then please contact us with as many details of the complaint as possible.

OUR POLICY

  • We will promptly acknowledge receipt of complaints – usually within 7 days.

  • We will assess and prioritise complaints in accordance with the urgency and/or seriousness of the issues raised. If a matter concerns an immediate risk to safety or security the response will be immediate and will be escalated appropriately.

  • We will address each complaint with integrity and in an equitable, objective and unbiased manner.

  • We will protect the identity of people making complaints where this is practical and appropriate. You may make a complaint anonymously but this may limit the amount of action we can take.

  • After acknowledging receipt of the complaint, we will confirm whether the issue/s raised in the complaint is within our control. We will also consider the outcome/s sought by the person making the complaint and, where there is more than one issue raised, determine whether each issue needs to be separately addressed.

  • Following consideration of the complaint and any investigation into the issues raised, we will contact the person making the complaint and advise them:

    • the outcome of the complaint and any action we took

    • the reason/s for our decision

    • the remedy or resolution/s that we have proposed or put in place, and

    • any options for review that may be available to the complainant, such as an internal review, external review or appeal.

  • Where a person making a complaint is dissatisfied with the outcome of our review of their complaint, they may contact us with details of how and why they feel dissatisfied.

In dealing with your complaint we aim to be fair and impartial to all parties. We also seek reasonableness and equity from the complainant as we deal with the complaint in a serious and forthright manner.