Complaints Policy

Our Commitment

Myskill’s Training Solutions strives to provide high-quality training experiences. We take all complaints seriously and aim for swift and fair resolution. This policy outlines our procedure for handling and responding to student concerns.

What is a Complaint?

A complaint is any expression of dissatisfaction with our services, including, but not limited to:

• Course content or quality
• Instructor performance or interaction
• Technical issues with the website or learning platform
• Customer service experiences
• Billing or payment problems

How to Submit a Complaint

1. Informal Contact: We encourage students to first contact the relevant staff member or their instructor to address concerns directly. This allows for the fastest resolution in most cases.
2. Formal Complaint Form: If the issue cannot be resolved informally, or if it’s of a serious nature, submit a formal complaint in writing to mail@myskills.ca. Include:
   • Your name and contact information
   • A clear description of the complaint
   • Relevant dates, times, and individuals involved
   • Any supporting documentation
   • Your desired resolution

Complaint Handling

• Acknowledgement: We will acknowledge receipt of your complaint within 2 business days.
• Investigation: The appropriate staff member will investigate the complaint, gathering information and consulting with relevant individuals as needed.
• Response: We aim to provide a full response to your complaint within 7 calendar days of receipt. This response will explain our findings and any proposed actions.
• Further Action: If you are unsatisfied with the resolution, you may request an escalation or review by a senior manager.

Timelines

Complaints should be submitted promptly. We encourage timely reporting to facilitate effective investigations.

Confidentiality

Myskill’s Training Solutions will handle complaints with sensitivity and discretion. Information will only be shared on a need-to-know basis.

Records and Analysis

We maintain records of complaints and their resolutions. This information helps us identify trends and continually improve our services.

No Retaliation

Students will not experience any negative consequences for raising a complaint in good faith.

Additional Options

This policy does not replace any legal rights a student may have.

Policy Review

We will periodically review and update this Complaints Policy as needed.

Contact for Complaints

Please direct all formal complaints, and any questions about this policy, to mail@myskills.ca.