Complaints Policy

Last updated. June 2026

Section 1 - Overview and scope of the policy

The Complaints Policy and Procedure applies to all activities that GDP Global Pty Ltd (referred to as “GDP” or “the company”) engages in and aims to serve the interests of all our customers, including learners. The policy sets out our commitment to ensuring adherence to legislation and regulation requirements and being open to receiving feedback on any aspect of the company’s activities.

Section 2 The policy

The company aims for high levels of quality and satisfaction in the delivery of training. In some cases, however, complaints arise which need to be addressed in a clear, consistent and fair manner. The policy is stated here and is communicated to learners at the time of registration and enrolment. It is also available at any time throughout the training.

2.1

What is a complaint?

A complaint is an expression of dissatisfaction from the learner or the sponsor client about the training services and products of the company. A complaint is also an expression of dissatisfaction from the learner relating to the service or the complaints-handling process itself where the learner expects the company to identify the problem and take remedial action. The following are examples of situations that could constitute a complaint:

error in communications
incorrect invoicing
certificate spelling errors
lack of response to queries
unable to unsubscribe to emails
Inability to access the training content as offered
incorrect training received
delay with receipt of certificates

2.2

Complaint handling procedure

Learners are encouraged to feedback and resolve any complaint with the tutor with the aim to find an informal and timely resolution.

2.2.1

What we need to know

If you wish to make a complaint your complaint submission should include the following:

Your name
A description of the complaint
Any names and/or dates you’ve noted
Whether you’ve already spoken to someone about this complaint with details of communications
How you/others have been affected by the complaint
A contact number/email address and convenient time to contact you.

2.2.2

Investigation and acknowledgement

The company will appoint an appropriate person to investigate the matter, acknowledge receipt of the complaint within five (5) working days and inform the learner who is dealing with it. The company aims to resolve complaints within ten (10) working days. In the event this takes longer, the company will keep the learner informed.

2.2.3

Outcome and action

After finalisation of the investigation, the company will share and explain the findings and take appropriate remedial action to remedy the situation as soon as possible.

2.2.4

Escalating a complaint

If the learner is of the opinion that the problem needs to be escalated because the learner is not satisfied with the company’s final response, the learner can refer the complaint to the qualification’s regulator. Complaints to the regulator should be made within twelve months of the action the learner is complaining about. Please contact the company for the appropriate regulator contact.

Section 3 Policy review

This policy is reviewed regularly, and revisions are made in response to changes in legislation, changes in our practices, actions from our regulatory or external agencies, and / or in response to customer and stakeholder feedback.

Section 4 GDP contact and feedback

If you have any feedback or queries regarding this policy, please contact GDP’s Internal Quality Assessor by email at iqa@fdinexus.com.

About GDP Global Development Pty Ltd Policy Documents

As an accredited training centre, GDP Global Pty Ltd (GDP) has policies and procedures in place to fulfil Approval and Regulatory requirements and to provide a route map for GDP staff members, associates and learners.

The policies reflect the internal practice(s) of GDP, the purpose of which is to ensure that the staff and associates of GDP are familiar with their content and the processes involved.

The policies, procedures and guidelines are updated regularly. As an accredited learner Centre, the policy documents of GDP are subject to an annual review by accreditation bodies. The purpose of the review is to ascertain whether the policies, procedures and internal procedures are up-to-date and aligned to changes that have been made throughout the year.

This Policy also applies to FDI Nexus which is a trade name of GDP Global Development Pty Ltd.