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  4. How can I make a complaint?

How can I make a complaint?

Master Builders is committed to providing a fair and transparent complaints handling process.

If you have a complaint about any aspect of your interactions with Master Builders Association of NSW Pty Ltd, we request that you address this with us immediately to allow us to rectify the issue.

Please contact us to discuss the issue on 02 8586 3533 or email apprenticeship@mbansw.asn.au

Where an identified issue cannot be resolved through discussions, negotiations or agreement, a formal complaint may be lodged.

A Formal Complaint is a written complaint that is generally negative feedback about services or people which has not been resolved locally.

To make a Formal Complaint, the complainant should complete and submit the Master Builders Apprenticeships Services Complaints Form.

The completed form can be submitted either electronically via email to apprenticeship@mbansw.asn.au or in hard copy to Master Builders Education Centre, 5 Burbank Place, Norwest, NSW 2153.

Complaints Handling Process

When Master Builders receive a Formal Complaint the following steps will be taken

  • The complaint will be taken seriously
  • The complaint will be treated with confidentiality
  • Master Builders will acknowledge in writing (either by email or post) the complaint within two (2) working days from the receipt of the complaint
  • Master Builders will record all Formal Complaints received in its Complaints Register
  • Master Builders will undertake all reasonable measure to finalise the process and provide a suitable resolution as soon as practicable

Master Builders will investigate the nature of the complaint and seek to provide a suitable resolution within sixty (60) calendar days from the initial lodgement of the complaint.

Where more than sixty (60) calendar days are required to process and finalise the complaint, Master Builders will inform the Complainant in writing including reasons why additional time is required. Master Builders will provide the complainant with regular written updates on the progress of the matter.

Master Builders will provide the Complainant with written notification of the decision resulting from their Complaint Investigation including any actions to be undertaken and the timeframe for those actions to occur.

If the Complainant is not satisfied with the handling of the matter by Master Builders or the final decision that has been made, they may refer the matter to an independent third-party.  The Complainant will be responsible for any costs involved in engaging with the third-party.

Suggested Independent Third-Party Providers:

Training Services NSW https://www.training.nsw.gov.au
The Australian Information Commissioner
(for privacy related complaints)		 https://www.oaic.gov.au/privacy/privacy-complaints/lodge-a-privacy-complaint-with-us
Apprentice Employment Network http://aennswact.com.au/
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MBAS and MBRS are services offered by Master Builders Association of New South Wales Pty Ltd, ABN 11 074 397 532 (Master Builders) which is the Apprenticeship Services arm of Master Builders Association of New South Wales, ABN 96 550 042 906

© 2021 by Master Builders Association (NSW)

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Definitions

This document outlines the direct debit arrangements between Master Builders Association of NSW Pty Ltd, ABN 11 074 397 532 (MBANSW) and you.

MBANSW is the registered Group Training Organisation and Apprenticeship Services arm of Master Builders Association of New South Wales, ABN 96 550 042 906 (Master Builders)

“You”, “your” and “Host Employer” refer to you, your company and business nominated in the table below.

This document outlines the direct debit arrangements between MBANSW and you.

Direct Debit Terms and Conditions

  • Your nominated account or credit card will be debited weekly for hosting a MBAS or MBAS+ apprentice or trainee.
  • The first debit to your account will occur within 7 working days of the MBAS or MBAS+ apprentice or trainee commencing their placement with your business.
  • If an invoice payment is due on a non-business day, it will be debited from your account on the following business day.
  • Host Employer account information held by MBANSW will be kept confidential. Please note that some information is provided to the MBANSW financial institution to initiate the debit to your nominated account.
  • MBANSW will give you a minimum of 14 days’ notice in writing of changes to these Terms and Conditions.
  • If you wish to make changes to this arrangement, please contact MBANSW on (02) 8586 3533.

Your responsibility in this arrangement

  • Ensure that your nominated account can accept direct debits (your financial institution can confirm this).
  • Ensure there are sufficient cleared funds in the nominated account on the drawing date.
  • Advise MBANSW in writing if the nominated account is transferred or closed.


Please note that if your payment is dishonoured by your financial institution, a re-draw will take place within 7 days.

Any transaction fees payable by MBANSW in respect to a dishonoured payment will be added to your account.

Enquiries

Please direct all enquiries to MBAS (02) 8586 3533 or apprenticeship@mbansw.asn.au;

Please include your phone and email address.

I/We authorise MBANSW to arrange for funds to be debited from my/our nominated account at the financial institution identified below.

This authority to direct debit will remain in place in accordance with these Terms and Conditions.