Complaints Procedure — WorkSafe Refrigerant Fillers Certification
This procedure applies to the delivery of WorkSafe-approved Refrigerant Fillers Licence courses and renewal programmes operated by Skillsure Ltd as a WorkSafe-authorised compliance certifier. If you have a complaint relating to course delivery, assessment, certification conduct, or associated personnel, please follow the procedure below or use the form at the bottom of this page to submit your complaint directly to us.
You also have the right to raise concerns directly with WorkSafe New Zealand at any time: Making a complaint about an authorisation holder.
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Step 1 — Receive the Complaint
- All complaints received by Skillsure Ltd are acknowledged promptly.
- Complainants are informed of their right to contact WorkSafe New Zealand directly: Making a complaint about an authorisation holder.
- We record the date received, the complainant's identity, and the nature of the complaint in our complaints log.
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Step 2 — Determine Whether to Investigate
- We review each complaint to assess whether a formal investigation is warranted.
- Complaints concerning the conduct or competency of the compliance certifier or any associated personnel are investigated.
- If investigation is not warranted, the reasons are clearly documented (e.g. insufficient evidence, matter outside our jurisdiction).
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Step 3 — Investigate the Complaint
- Where an investigation is warranted, we conduct a thorough inquiry which may include interviewing the complainant and any relevant witnesses.
- We review records, evidence, and all relevant documentation.
- We examine the actions of the person or entity named in the complaint.
- All investigation measures taken are documented.
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Step 4 — Resolve the Complaint
- Based on investigation findings, we take appropriate measures to resolve the complaint.
- Resolution may include corrective actions, additional training, disciplinary measures, or written clarifications.
- All resolution measures are recorded.
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Step 5 — Review and Update Policies / Processes
- If the complaint reveals any deficiencies in processes, training, or operations, we make the necessary improvements.
- This may include updating training programmes, improving assessment methods, revising internal processes, or refining record-keeping practices.
- Any changes made are documented.
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Step 6 — Communicate the Outcome
- Where appropriate, the complainant is informed of the resolution and any actions taken.
- We are transparent about what measures were taken to address the issue.
Submit a Complaint
Complete this form to lodge a formal complaint regarding Skillsure Ltd's WorkSafe Refrigerant Fillers Certification courses or renewal programmes. You will receive an acknowledgement by email with your complaint reference number.