Procedure Statement
The purpose of this procedure is to encourage, collect and, in a timely manner, act on customer initiated feedback. This procedure relates to compliments, suggestions, concerns and complaints raised by all customers.
Definitions
Bendigo TAFE Compliance Database – a database used by Organisational Development to record, monitor and develop reports for any Formal Customer Feedback received by the Institute. This database is located on SharePoint or a shared drive (restricted access only).
Bendigo TAFE Feedback Database – a database used by staff across the Institute to record any Positive and Informal Customer Feedback received by the Institute. This database will also be used to monitor feedback and develop reports for any Positive and Informal Customer Feedback received by the Institute. This database is located on SharePoint or a shared drive (restricted access only).
Customer – for the purpose of this procedure includes students, employers, parents/caregivers, any organisation Bendigo TAFE works with or for and the general community.
Customer Feedback – for the purpose of this procedure customer feedback is the term used to incorporate all aspects relating to compliment, suggestions, comments and complaints.
Formal Customer Feedback folder – a folder located in a locked cupboard within the Organisational Development office where hard copies of Formal Customer Feedback and related documents are filed by the Quality Officer.
Reasonable action – action taken by a staff member, to try to resolve an issue that is within their area of responsibility and takes account of their level of authority and decision making.
Resolution – an outcome to an issue, which seeks to reconcile the interests of the customer and Bendigo TAFE.
Contents
1.1 Staff member receiving feedback thanks the customer, records details on the Bendigo TAFE Feedback Database located on SharePoint or shared drive (restricted access only) and forwards the information to the relevant area for their information. If the feedback is received via a Formal Customer Feedback Form forward a copy immediately to the Quality Officer (Organisational Development) for recording on the Bendigo TAFE Compliance Database.
(i.e. feedback not initiated by a Formal Customer Feedback Form)
2.1 A customer may approach any Bendigo TAFE staff member to offer feedback. All staff members are responsible for receiving feedback, which can be in the form of an email, telephone call or voicemail message, or delivered in person.
2.2 The staff member has a responsibility to take prompt and reasonable action to try to resolve any issues. If necessary the staff member may ask for assistance from their supervisor/CST team leader or refer the customer (or record of details) to the relevant area for resolution.
Notes:
It is anticipated that most issues can be resolved at the local level.
Issues relating to Student or Staff Grievances, Student Selection, Sexual Harassment and Assessment Appeals should be dealt with via the appropriate procedure.
If informal feedback is a priority or serious issue, the staff member should refer the customer to the Formal Feedback process (see 3. Formal Feedback).
2.3 The staff member (or if referred to the relevant area, a staff member from the relevant area) records the details of the issue in the Bendigo TAFE Feedback Database, and any actions taken to resolve it.
2.4 An informal response will generally be given verbally by the staff member to the customer within 10 working days from when it was received and the customer should be informed that a formal process is available to them if they are unsatisfied with the outcome of the informal process.
2.5 At any point in the procedure a customer may withdraw their feedback.
3.1 Where a concern could not be resolved using an informal approach or where the customer seeks to make formal feedback this needs to be put in writing and should contain at least the following details:
Customer’s name and contact details
A description of the issue, including where, when and who was involved
A description of the steps already taken to try to resolve the issue
An indication of the customer’s desired outcome.
The customer may use the Formal Customer Feedback Form however, in the interests of making the process as accessible as possible, this form is not mandatory.
3.2 Receiving Formal Customer Feedback:
Formal Customer Feedback received by staff member (All staff members are responsible for receiving feedback);
Customer Feedback Boxes will be checked at every Bendigo TAFE Campus by designated staff on a weekly basis. Any feedback received in a Customer Feedback Box must be stamped by the designated staff member with a Campus stamp to identify the Bendigo TAFE Campus where the feedback was received.
Formal Customer Feedback will be forwarded to the Quality Officer immediately for processing.
3.3 Quality Officer:
3.3.1 Scans and photocopies Formal Customer Feedback Form, uploads scanned Formal Customer Feedback to Customer Feedback SharePoint site (restricted access only) and places original Formal Customer Feedback in Formal Customer Feedback folder;
3.3.2 Categorises the severity of the issue, categorises the area/type of issue and records feedback on Bendigo TAFE Compliance Database
3.3.3 Prepares Acknowledgement Letter, makes two photocopies and sends original to customer within 5 working days of receipt indicating that the feedback has been received and has been forwarded to the relevant Unit Manager/Head of School for consideration.
3.3.4 Saves an electronic copy of the Acknowledgement Letter on the Customer Feedback SharePoint site (restricted access only) and places the photocopy in Formal Customer Feedback folder;
3.3.5 Prepares two copies of Formal Customer Feedback Action Sheet and places one copy in Formal Customer Feedback folder.
3.4 Formal Customer Feedback severity is categorised as:
3.4.1 Minor:
3.4.1.1 Quality Officer attaches the Formal Customer Feedback Action Sheet to a copy of the Formal Customer Feedback and a copy Acknowledgement Letter and forwards to relevant Unit Manager/Head of School (in a red Customer Feedback Wallet) for follow up;
3.4.1.2 Relevant Unit Manager/Head of School liaises with relevant Teaching Department Manager, relevant staff and customer to ensure the issue is resolved;
3.4.1.3 Relevant Unit Manager/Head of School responds in writing to customer within 20 working days from when the formal feedback was received by Bendigo TAFE.
3.4.2 Moderate, major or extreme:
3.4.2.1 Quality Officer attaches the Formal Customer Feedback Action Sheet to a copy of the Formal Customer Feedback and a copy Acknowledgement Letter and forwards to relevant Unit Manager/Head of School (in a red Customer Feedback Wallet) for follow up and sends copy to relevant Executive Director for information;
3.4.2.2 Relevant Unit Manager/Head of School liaises with relevant Executive Director, relevant Teaching Department Manager, relevant staff and customer to ensure the issue is resolved (any correspondence to be sent to the customer must be signed off by the relevant Executive Director prior to sending to customer);
3.4.2.3 Relevant Unit Manager/Head of School responds in writing to customer within 10 working days from when the formal feedback was received by Bendigo TAFE.
Notes:
The customer must be provided with a written response within 20 working days from when the formal feedback was received by Bendigo TAFE if feedback is categorised as minor and within 10 working days from when the formal feedback was received by Bendigo TAFE if feedback is categorised as moderate, major or extreme. The customer (and Quality Officer and relevant Executive Director) should be kept informed of the progress if there are any delays in the resolution process.
Written response will include the outcome of the complaint, reasons for the decision, any changes which have resulted from the complaint, an apology where appropriate, and information about the option to appeal against the decision and with whom. And that any appeal must be received in writing by Quality Officer within 10 working days of the customer receiving the response letter.
3.5 Feedback is resolved or withdrawn:
3.5.1 Yes:
3.5.1.1 Relevant Unit Manager/Head of School forwards copy of all documentation to Quality Officer for filing and
updating of Bendigo TAFE Compliance Database.
3.5.2 No:
3.5.2.1 Customer not satisfied with outcome and forwards written appeal to Quality Officer within 10 working days;
3.5.2.2 Quality Officer records appeal on Bendigo TAFE Compliance Database and forwards to relevant Executive
Director or CEO for resolution;
3.5.2.3 Relevant Executive Director or CEO resolves/finalises the formal feedback appeal;
3.5.2.4 Feedback is resolved or withdrawn. Where necessary the CEO will have the final determination;
3.5.2.5 Relevant Executive Director or CEO forwards copies of all documentation to Quality Officer for filing and
updating of Bendigo TAFE Compliance Database.
3.6 At any point in the procedure a customer may withdraw their feedback.
4.1 The Quality Officer will provide on a monthly basis a summary report to the Education & Quality Sub Committee to track and monitor the Formal Customer Feedback received by the Institute. This report will be analysed to identify systemic issues that can be addressed through continuous improvement.
4.2 The Quality Officer will provide on a bi-monthly basis a summary report to the Institute Management Forum and Executive Management Committee to track and monitor the Positive and Informal Customer Feedback received by the Institute. This report will be analysed to identify systemic issues that can be addressed through continuous improvement.
4.3 Members of Education & Quality Sub Committee are responsible for dissemination of the systematic issues/resolutions to their staff for their awareness and education.
Pol105 Training and Assessment Policy
Proc104 Quality and Continuous Improvement Procedure
FQA001 Formal Customer Feedback Form
For suggestions and improvements: quality@britafe.vic.edu.au
Informal Customer Feedback Flowchart
Formal Customer Feedback Flowchart
Warning - not controlled when printed. The current version of this document is kept on the BMS.
Authorised by: Executive Management Committee Original Issue: 24/07/2007
Maintained by: Executive Director - Organisational Development Current Version: 20/08/2010
Review Date: 08/2012 Procedure No. Proc124