Feedback, Complaints & Refunds
Feedback and Complaints
MiB welcomes all feedback from skills assessment applicants.
Applicants wishing to provide feedback on MiB’s skills assessment services are invited to submit a feedback form (which can be downloaded from the link at the bottom of this page) noting the details of the feedback.
MiB treats all complaints seriously and in confidence. In the event that an applicant wishes to make a complaint please use the Initial Complaint Form (which can be downloaded from the link at the bottom of this page) and note the details of the complaint in the space provided.
Your complaint will be logged, recorded and receipt acknowledged within two (2) business days.
The MiB Operations Manager will discuss the details of the complaint with the applicant and other MiB skills assessment staff (including the assessor and local representatives as appropriate).
If the complaint cannot be resolved between the MiB Operations Manager and the applicant a third party may be brought in (with the applicant’s agreement) to resolve the matter.
Complainants and respondents will not be subject to discrimination or harassment resulting from their participation in the complaints process.
If the complaint is not resolved at this stage or the applicant is not satisfied with the outcome, the applicant has the option of submitting a formal complaint.
Formal complaints must be submitted in writing marked to the attention of the General Manager and contain the following details:
- The basis of the complaint; and
- Details of the exact nature of the complaint; and
- Signed and dated by the complainant applicant.
Formal complaints will be acknowledged within two (2) business days of receipt by MiB.
The General Manager will, within 10 business days of receipt, convene an independent complaints committee to consider the formal complaint. Within five (5) business days of the completion of the investigation the General Manager will provide a written resolution of the complaint which shall include the following information:
- The outcome of the complaint; and
- Reasons for the outcome; and
- Further avenues available to the complainant, if any.
At all stages of the process, reason and a full explanation for decision and actions taken as part of the procedures will be given in writing if so requested by the complainant or respondent.
Skills assessment applicants can apply for a refund of assessment fees at either the Documentation assessment stage or the Technical assessment stage but only if the request is received prior to commencement of the assessment.
If you are eligible for a refund, MiB will retain 10% of the respective fee as an administration charge except where the applicant requires the return of submitted documentation in which case MiB will retain 25% of the respective assessment fee.
In the case of applications for reassessment on appeal only, if the appeal is upheld MiB will refund 75% of the reassessment fee.
Applicants will not be entitled to a refund of the reassessment fee where the reassessment is in regards to the applicant addressing skills gaps or if the reassessment is requested on appeal and the appeal is not upheld.
Applications for refunds must be in writing and addressed to the Operations Manager, Masters in Building Training – Skills Assessment.