Disputes arise when a client is not satisfied with an aspect of Shaking Medicine’s services and requests action to be taken to resolve the matter. Students and other members of the public may wish to lodge a complaint in some of the following areas (amongst others):
The conduct of Shaking Medicine, its trainers, assessors or other staff;
With all formal complaints we will do our best to resolve the complaint within a timely manner. We will acknowledge a formal complaint via email within 20 working days of being received although most likely much sooner.
Shaking Medicine will ensure that the principles of natural justice and procedural fairness are adopted at every stage of the complaint process. Please see the steps for the complaints and grievances process below.
The client should first discuss their concerns with their trainer/assessor, or other staff member they feel comfortable with. If the matter is satisfactorily resolved during initial discussions, no further action is required.
Where the complaint is not satisfactorily resolved, the student may wish to lodge a complaint.
How to lodge a complaint:
If a student cannot resolve the issue informally and they wish to lodge a formal complaint, they should:
Send an email to [email protected] with the subject complaint.
Provide their name, contact details (must not be anonymous) and details of the complaint in formal writing. Non formal complaints will not be processed. They should also detail the steps that have been taken so far.
Make the complaint themselves, as complaints on behalf of someone else will not be accepted.
Understand that it is a serious procedure and it will be investigated.Understand that it is a formal complaint as opposed to comments, feedback or suggestion.
Be aware that the staff member concerned will be informed that a complaint has been made against them or in relation to a decision they have made.
The student may be accompanied by a representative to any meetings it holds with the Shaking Medicine team.
During the review, the nominated and responsible staff member may implement some of the following steps:
Last Updated: August 28, 2019