Feedback or Complaint?

Have you had a great experience with BCITO? Do you have a suggestion that could help us improve? We welcome all feedback, including compliments, suggestions, and general comments about our services.

Email us at: [email protected]

Your feedback helps us recognise what's working well and identify opportunities to improve.

If you're unhappy with any aspect of your experience with BCITO, you can make a complaint.

A complaint can be about any part of your experience with BCITO, including our services, processes, decisions, communications, or the actions of our employees and representatives.

We take all complaints seriously and are committed to investigating them fairly and resolving them as promptly as possible.

If your concern relates to an assessment result, please refer to the Learner Assessment Appeals section below, as assessment appeals are handled separately.

1. Tell us about your concern or complaint through completing the Complaint Form below, by phone (0800 422 486), or by speaking with your Training Advisor or local BCITO Area Manager.
2. We will acknowledge receipt of your complaint within 5 working days.
3. We will record your concern or complaint and review the information provided.
4. Where possible, we'll work with you to resolve the issue quickly and informally.
5. If a formal investigation is needed, a BCITO manager will be assigned to review the matter and gather information from everyone involved.
6. We will let you know the outcome and any next steps using your preferred method of communication.
7. If you are dissatisfied with the outcome of your complaint, you can request a review of the decision.
8. If the matter remains unresolved, it may be escalated for further review, including review by BCITO's Chief Executive Officer where appropriate. BCITO will also advise you of any appropriate external complaint or dispute resolution options that may be available.

Please note: You will not be treated unfairly, disadvantaged, or subject to retaliation because you have raised a complaint in good faith. Any concerns about retaliation will be taken seriously and managed under BCITO policies and procedures.

If you believe you have been assessed incorrectly, inconsistently, or unfairly against the requirements of your BCITO programme, you can appeal an assessment decision.

An assessment appeal may be about:

• the assessment process
• an assessment decision
• concerns that a requirement of an assessment was applied incorrectly or inconsistently.