Complaints Policy

Purpose

This policy ensures all complaints regarding the Food Handler training suite are addressed promptly, fairly, and transparently to maintain the quality and integrity of our program.

Scope

This policy applies to all stakeholders, including students, instructors, and clients.

Policy Statement

We are committed to providing a high-quality training experience. Complaints will be handled professionally, impartially, and in a timely manner.

Procedure

1. Submission of Complaints:
   • Complaints must be submitted in writing via email to hey@trike.co.
   • The complaint should include:
     • The complainant's name and contact information.
     • A description of the issue, including relevant details (e.g., dates, individuals involved).
     • Any supporting documentation, if applicable.
2. Acknowledgment:
   • Acknowledgment of receipt will be sent within 2 business days.
3. Investigation:
   • The complaint will be reviewed by the Program Manager.
   • An investigation will be conducted, which may include interviews, document reviews, or other relevant actions.
4. Resolution:
   • A formal response will be provided within 14 business days of receiving the complaint.
   • If additional time is required, the complainant will be notified of the delay and the expected resolution timeline.
5. Record Keeping:
   • All complaints, investigations, and resolutions will be documented and retained for a minimum of three years.
6. Escalation:
   • If the complainant is not satisfied with the resolution, they may escalate the matter by submitting a written request to the Appeals Committee.