The National Finance Institute has a formal dispute resolution process to ensure issues are addressed and resolved in an efficient, timely and positive manner.
We believe disputes often arise from miscommunications. For this reason, this dispute resolution scheme aims to resolve disputes through providing channels for effective communication to occur.
The following outline is provided to guide you through the mechanisms of the NFI dispute resolution process:
- Verbal: Make your Course Trainer aware of your dispute/complaint and suggest what action you would like to see taken and within what timeframe. If no resolve is achieved to your satisfaction progress to step 2.
- Written: Send your dispute via email to firstname.lastname@example.org (addressed to the Managing Director, The National Finance Institute) or via post to The National Finance Institute, Attn: Managing Director, PO Box 1354, Capalaba B.C. Qld 4157. If you would prefer to discuss your dispute over the telephone please call our Managing Director by phone on 1300 765 400.
We will make every effort to resolve the dispute as expeditiously as possible. We will respond as soon as possible and usually within five (5) working days, to the complainant and inform him/her of the progress and status of the dispute and when and how we expect the matter to be resolved.
Disputes that are not resolved by The National Finance Institute to your satisfaction will be referred to an independent party within fourteen (14) days of receiving your dispute in writing. The independent party will be authorised to hear and resolve the matter.
Once a decision is made the results of the matter will be conveyed to you in writing.