Babble & Munch Learning - Complaints Policy

1. Purpose: This policy outlines the process for managing and resolving complaints from individuals who are not satisfied with our courses and continuing education at Babble & Munch Learning.
2. Scope: This policy applies to all individuals who have registered for and accessed courses and continuing education provided by Babble & Munch Learning.
3. Policy Statement: Babble & Munch Learning is committed to providing high-quality continuing education to speech language pathologists and other health professionals, and values feedback from all participants. We recognize the right of individuals to raise a complaint and aim to resolve these complaints in a fair, timely, and efficient manner. We encourage individuals to let us know if they are dissatisfied or have concerns about any aspects of our continuing education, as soon as practicable so we can address it.
4. Complaints Procedure:

4.1. Raising a Complaint:

Individuals who are not satisfied with any aspect of our courses and continuing education are encouraged to raise their concerns directly with our team.

Complaints can be submitted via email or in writing, attention to the CE Administrator.

4.2. Acknowledgment of Complaint:

All complaints will be acknowledged within 7 days of receipt.

The individual will be provided with the name of the person handling their complaint, the process for investigating the complaint, and the expected time of response.

4.3. Investigation:

The complaint will be thoroughly investigated by the CE Administrator, taking into account all relevant information.

The individual may be contacted for further information or clarification during this process.

4.4. Resolution:

Whenever practicable, we will endeavour to resolve your complaint within 30 days.  If this isn't practicable, we will let you know why not in writing and give you an estimate of how long it will take for us to respond meaningfully. The individual will be informed of the outcome of the investigation and any actions taken to address their concerns.

4.5. Appeals:

If the individual is not satisfied with the resolution, they have the right to appeal the decision. Appeals should be submitted in writing within 10 working days of receiving the resolution.

If you are unsatisfied with our response to your complaint, our CE Administrator will endeavour to schedule a time to meet with you to discuss your ongoing concerns with a view to resolving the matter amicably. If an acceptable resolution in not achieved, you have the option to take your complaint to Speech Pathology Australia or the American Speech-Language-Hearing Association if the complaint is in relation to CE Provider approval.

5. Confidentiality: All complaints will be handled confidentially, in accordance with our Privacy Policy. Personal details will not be disclosed to other parties, unless necessary for the investigation. In some cases, a complaint may require us to notify a regulator, professional body, and/or our insurers. This may become clear only after we have completed our preliminary investigation of your complaint.
6. Continuous Improvement: Complaints and compliments give us useful information about the quality of our services from the perspective of our clients and we encourage you to provide honest feedback. Resolving complaints amicably gives us the opportunity to improve our services and to learn from our mistakes. We take all complaints very seriously and will work hard to address and resolve them efficiently to your satisfaction.  
7. Contact: For any questions, concerns, or complaints related to our courses, please contact Babble & Munch Learning directly, via the contact details below.

Babble & Munch Learning
104 Southern Road, Heidelberg West VIC 3081 Australia
[email protected]