The Institute seeks to minimize student complaints by maintaining an open dialogue with students and routinely encouraging feedback after every training module with feedback forms.
1. In the event that you are dissatisfied with an Institute service, the Institute will seek to:
a. resolve the matter at the earliest possible opportunity
b. investigate fairly and thoroughly
c. make sure the process is unbiased.
2. It is the intention of the procedure that complaints are resolved as quickly and at as early a stage as possible.
3. The Institute will ensure details of your complaint will remain confidential to the parties concerned.
4. The Institute expects that you respect the complaints process. In doing so, you are required to ensure that details of your complaint remain confidential. Failure to do this could be considered an attempt to influence the outcome of your complaint, and may result in the withdrawal of the procedure.
5. If you have a complaint about an EPI person you should first try to resolve this directly with the complainee. State your complaint and ask for a response. If this does not lead to a resolution, please contact one of our Instructors and inform them of the complaint.
6. If a conflict or complaint arises within the structure of a group or an individual therapy session, we ask that you first try to resolve it within that group or with the therapist, in a therapeutic context. If this does not lead to a resolution, please contact one of our Instructors and inform them of the complaint.
7. If you do not agree with the way your complaint has been handled and no resolution has been found within the Institute, a third party which is neutral and not affiliated with the Institute in any way will be appointed as a mediator to resolve the conflict.
8. All legal violations should be immediately reported to the relevant authorities. If there are allegations of a criminal offense, the Institute may refer the matter to the police and suspend its own proceedings until the outcome of any criminal proceedings are known, other than where the Institute needs to act in the interests of the safety and wellbeing of students, trainers and third parties.
9. You will not be disadvantaged as a result of making a complaint. However, if it is later discovered that a complaint was frivolous or malicious, the Institute may consider taking disciplinary action.
10. Frivolous and malicious complaints are defined as:
a. complaints which are obsessive, harassing, or repetitive
b. insistence on pursuing invalid complaints and/or unrealistic, unfair outcomes
c. insistence on pursuing what may be valid complaints in an unreasonable manner
d. complaints which are made to cause disruption or annoyance
11. The Institute has a responsibility to protect its Faculty, Staff, Administration and Facilitators against unacceptable behavior and provide a working environment that is safe, respectful and tolerant. Consequently it is expected that students and staff members should act reasonably and fairly towards each other and treat the process with respect. Behavior that is unreasonable, aggressive or abusive, verbal or written, will not be tolerated and may result in your access to the procedure or to staff connected with your complaint being limited or withdrawn.
12. The decision to limit or withdraw access is not taken lightly. In the event that this decision is taken, we will provide this in writing, including the reason(s) why this decision has been taken.