Objective of the policy
Nucleus Consulting Group seeks to maintain and enhance our reputation of providing you with high-quality products and services.
The objective of this policy is to ensure:

• You are aware of our complaint lodgment and handling processes,
• Both you and our staff understand our complaints handling process,
• Your complaint is investigated impartially with a balanced view of all information or evidence

Definition of a complaint
In this policy, a complaint means an expression of dissatisfaction by a customer relating to the training service provided by us.

How a complaint can be made
If you are dissatisfied with the service provided by us, you should in the first instance consider speaking directly with the staff member/s you have been dealing with. You can lodge a complaint with us in one of the following ways:

• By writing to us at [email protected]
• In person by speaking to any of our customer service staff.

The information you will need to tell us
When we are investigating your complaint we will be relying on information provided by you and information we may already be holding. To help us investigate your complaint quickly and efficiently we will ask you for the following information:

• Your name and contact details,
• The name of the person you have been dealing with about your travel service,
• The nature of the complaint,
• Details of any steps you have already taken to resolve the complaint,
• Details of conversations you may have had with us that may be relevant to your complaint,

Recording complaints
When taking a complaint, we will record your name and contact details. We will also record all details of your complaint including the facts and the cause/s of your complaint, the outcome, and any actions taken following the investigation of your complaint. We will also record all dates and times relating to actions taken to resolve the complaint and communications between us.

Feedback
Nucleus Consulting Group is committed to resolving your issues at the first point of contact, however, this will not be possible in all circumstances, in which case a more formal complaint process will be followed. We will acknowledge receipt of your complaint within three (3) business days. Once your complaint has been received, we will undertake an initial review of your complaint.

Our Resolution Process
Nucleus Consulting Group’s resolution process follows A.R.I.R.A.R methodology

When you complain about one of our employees
If you complain about a member of our staff, we will treat your complaint confidentially, impartially and equally (giving equal treatment to all people). We will investigate your complaint thoroughly by finding out the relevant facts, speaking with the relevant people, and verifying explanations where possible.
We will also treat our staff member objectively by:

• Informing them of any complaint about their performance,
• Providing them with an opportunity to explain the circumstances,
• Providing them with appropriate support,
• Updating them on the complaint investigation and the result.