Complaint & Feedback Procedure

MUAS welcomes feedback and complaints from stakeholders in order to provide excellence. Any person may provide us with feedback or make a complaint regarding any aspect of our services, programs, policy and procedures. Those elements will help us to identify the things we can improve.

Feedback

• Feedback is information about reactions to a course, facilitator, examinator, service or a person’s performance of a task, which is used as a basis for improvement.

Complaint

• A complaint is any expression of dissatisfaction made to an organisation related to its services or service quality, decisions, policies, procedures, charges or fees, employees, or the complaint handling process itself, where a response or resolution is explicitly or implicitly expected.

 Grievance

• A grievance is a matter to be investigated according to formal grievance processes. This includes complaints which are not able to be resolved through informal processes or mediation, and matters relating to allegations of misconduct where disciplinary action against a worker may be an outcome of the investigation.

Everyone is welcome to provide feedback by verbal communication, email, training evaluation form or teacher classroom visit form.

We will respond to all feedback and it will be treated in a confidential manner.

In particular, complaints will be assessed and resolved wherever possible within 7 working days. If there is a delay, correspondents will be kept up-to- date with the progress.

Key elements in resolving a complaint:

• All parties have the right to have any complaint addressed. 

• Any complaint can be addressed by either the formal or informal options 
under this procedure. 

• There is a guarantee of timeliness, confidentiality and objectivity when an issue is raised. 

• The principles of natural justice will be given to both the person making the complaint and the person or persons who are subject to the complaint.

The procedures for investigation and record keeping are clear:

• No person making a complaint will be victimised or disadvantaged for making a complaint.
• Outcomes, processes and other areas for improvement are used to inform service planning and strategies are put in place to address any areas requiring change at an individual or organisational level.

Progress to a further stage occurs only if resolution of the complaint is not achieved and the Complainant wishes to proceed with the internal grievance process.

The Complainant determines what action will be taken, and may withdraw the grievance or discontinue the process at any time, except in circumstances that pose a threat to the health and safety of workers, or circumstances that are potentially criminal in nature.

MUAS may decline to deal with a complaint at any time where the COO (Chief Operating Officer) forms the view that the complaint is:

1. Frivolous
2. Fraudulent
3. Not made in good faith
4. Misconceived
5. Lacking in substance
6. Lacking in currency i.e. the content of the complaint has occurred more than 60 days prior to the complaint being lodged without being reported, or a past complaint that BHS SWITZERLAND has already dealt with in the past.

At MUAS, we value your feedback and are committed to ensuring a positive experience for all our learners. If you have concerns or issues you’d like to address, you can file a complaint using our Complaint Form.

Our team will review your submission promptly and work towards a resolution. Your voice matters, and we are here to support you.

*Terms and conditions apply