Complaints Policy

Step By Step Training Limited is committed to providing safe, respectful, and high-quality training services. This policy explains how complaints are raised, managed, and resolved, and how Step By Step uses complaints to improve its services.

1. Scope

This policy applies to all services delivered by Step By Step, including digital, vocational, and literacy and numeracy training; trainer conduct; learner wellbeing and safety; service quality and delivery; communication and coordination; and privacy and confidentiality concerns.

Complaints may be made by learners, Purchasers, trainers, whānau or support people where appropriate, and other stakeholders.

2. Principles

Step By Step manages complaints in a way that is:

• Accessible — concerns can be raised easily, in multiple ways, and where needed anonymously
• Fair — all parties are treated with respect and all sides are heard
• Timely — complaints are acknowledged and progressed promptly
• Confidential — information is shared only where necessary for resolution
• Improvement-focused — complaints are used to strengthen services and prevent recurrence

3. How to raise a complaint

Complaints can be raised about any aspect of Step By Step’s services, including a referral or training programme, trainer or coordinator conduct, learner conduct or safety, a policy or process, or service quality generally.

Complaints can be directed to:

• your Step By Step coordinator
• any Step By Step staff member or the Step By Step General Manager
• the Step By Step Board of Directors

Complaints can be made by email, phone, or through the contact form. Where possible, it helps to include what happened, when it happened, who was involved, and what outcome you are looking for. These details are not a requirement for your complaint to be accepted.

4. Step By Step’s response

Step By Step will:

• acknowledge complaints within 2 working days
• assess the nature and seriousness of the complaint
• clarify the concerns and desired outcome where needed
• aim to provide a response within 10 working days, or provide an update and revised timeline if more time is required

5. Managing complaints

5.1 Informal resolution

Where appropriate, Step By Step may resolve complaints informally and promptly. For more serious matters, Step By Step will assign responsibility, gather relevant information, speak with those involved, and review the facts before deciding on an appropriate response.

5.2 Serious complaints

Complaints involving the following will be treated as serious:

• learner safety or wellbeing concerns
• health and safety risks or incidents
• privacy breaches
• allegations of misconduct by a trainer, coordinator, or Step By Step staff member
• repeated or unresolved issues

Step By Step may take immediate action to ensure safety and continuity of service, including pausing training, reassigning a learner, or restricting contact.

5.3 Trainer responsibilities

Trainers must notify Step By Step of any complaint on the same day it is received, cooperate fully with any complaint process, provide accurate information, and maintain professionalism throughout.

6. Escalation

Where a complaint cannot be resolved at the operational level, it will be escalated within Step By Step to the General Manager or, where appropriate, the Board of Directors. Step By Step will keep the complainant informed of progress throughout.

If a complainant is not satisfied with the outcome of Step By Step’s complaints process, they may seek independent advice or use an external complaints or dispute resolution process available in New Zealand.

7. Complaint outcomes

Outcomes may include:

• explanation or clarification
• apology
• change to service delivery or process
• additional support for the learner
• training, supervision, or guidance for a trainer or coordinator
• reassignment of trainer or learner
• disciplinary action where required

8. Recording and improvement

Step By Step records all complaints and outcomes. We monitor complaint patterns and recurring issues, and use complaint information to improve services, update policies, and strengthen training quality. Complaints form part of Step By Step’s wider quality and continuous improvement systems.

9. Contact

Step By Step Training Limited<br>admin@stepbystep.co.nz