<h2>1. Purpose</h2>
<p>Pathway Select welcomes feedback and takes complaints seriously. This policy explains how users can raise concerns about Pathway Select services, information, Morrow, privacy, referrals, communications or placement support.</p>
<h2>2. Our principles</h2>
<p>We aim to handle complaints in a way that is accessible, respectful, impartial, proportionate, confidential and focused on practical resolution.</p>
<p>A person will not be disadvantaged by Pathway Select for making a genuine complaint or requesting review.</p>
<h2>3. What you can complain about</h2>
<p>You may raise concerns about:</p>
<ul>
<li>incorrect, unclear or misleading Pathway Select information;</li>
<li>a Morrow response or automated recommendation;</li>
<li>privacy, consent or information sharing;</li>
<li>marketing or unwanted communications;</li>
<li>a provider or placement referral facilitated by Pathway Select;</li>
<li>staff, contractor or adviser conduct;</li>
<li>accessibility or discrimination concerns;</li>
<li>a consultation or service not delivered as agreed; or</li>
<li>the way an earlier complaint was handled.</li>
</ul>
<h2>4. Matters controlled by another organisation</h2>
<p>Education providers are generally responsible for enrolment, training, assessment, fees, refunds, funding assessments, student support and provider complaints. Placement hosts are generally responsible for their workplace and conduct.</p>
<p>Pathway Select can review its own role in a referral or communication, but it may ask you to use the provider’s formal process for matters the provider controls.</p>
<h2>5. How to lodge a complaint</h2>
<p>Email <a href="mailto:support@pathwayselect.com.au">support@pathwayselect.com.au</a> or use our <a href="/pages/contact">contact page</a>. State that the message is a complaint or review request.</p>
<p>Include, where available:</p>
<ul>
<li>your name and preferred contact method;</li>
<li>what happened and when;</li>
<li>the page, conversation, referral or service involved;</li>
<li>the outcome you are seeking;</li>
<li>supporting screenshots or documents that are safe to provide; and</li>
<li>any accessibility, safety or confidentiality needs.</li>
</ul>
<p>Do not email unnecessary identity documents, medical records or other sensitive material.</p>
<h2>6. Assistance and alternative formats</h2>
<p>You may ask another person to assist or represent you, subject to reasonable authority and privacy checks. You may request an accessible format or communication adjustment.</p>
<p>Anonymous complaints may be considered, although our ability to investigate or respond can be limited.</p>
<h2>7. Acknowledgement</h2>
<p>We aim to acknowledge a complaint within two business days. This is a service target, not a guaranteed statutory deadline. Urgent safety or privacy concerns may be prioritised.</p>
<h2>8. Assessment and investigation</h2>
<p>We may:</p>
<ul>
<li>clarify the issues and requested outcome;</li>
<li>review records, consent logs, pages, source data or Morrow outputs;</li>
<li>speak with relevant staff, contractors or partners;</li>
<li>separate matters controlled by Pathway Select from those controlled by another organisation;</li>
<li>take temporary protective or corrective action; and</li>
<li>request further information where reasonably necessary.</li>
</ul>
<h2>9. Timeframes</h2>
<p>We aim to provide an initial outcome within ten business days. Complex matters, third-party enquiries, technical investigations or legal issues may take longer. If more time is needed, we aim to explain the delay and provide an updated timeframe.</p>
<h2>10. Possible outcomes</h2>
<p>Depending on the matter, an outcome may include:</p>
<ul>
<li>an explanation or clarification;</li>
<li>correction or removal of information;</li>
<li>an apology;</li>
<li>updated consent or communication preferences;</li>
<li>referral to the responsible provider or authority;</li>
<li>staff, process, data or system improvements;</li>
<li>reconsideration by another authorised person; or</li>
<li>no further action where the complaint is not substantiated or is outside our control.</li>
</ul>
<h2>11. Review</h2>
<p>If you are dissatisfied, you may request an internal review and explain why the initial response did not address the concern. Where practical, review should be undertaken by a person not responsible for the original decision.</p>
<h2>12. Privacy complaints</h2>
<p>Privacy complaints will be handled with reference to our <a href="/pages/privacy-policy">Privacy Policy</a>. If you are not satisfied after giving us a reasonable opportunity to respond, you may be able to contact the Office of the Australian Information Commissioner.</p>
<h2>13. Marketing and spam complaints</h2>
<p>For unwanted marketing, first use the unsubscribe option or contact us. You may also have the right to complain to the Australian Communications and Media Authority.</p>
<h2>14. Consumer complaints</h2>
<p>Depending on the issue, you may seek information from Consumer Affairs Victoria, the Australian Competition and Consumer Commission or another relevant consumer body. These bodies may not resolve every individual dispute.</p>
<h2>15. Provider and training complaints</h2>
<p>For an RTO or education-provider matter, use the provider’s complaint and appeal process. A regulator or funding authority may also have a role depending on the provider and issue.</p>
<h2>16. Urgent safety matters</h2>
<p>For immediate danger or emergency, call emergency services. Workplace or placement incidents should be reported promptly through the host and education provider’s required channels. Pathway Select’s complaint process is not an emergency service.</p>
<h2>17. Confidentiality and records</h2>
<p>We restrict complaint information to people who reasonably need it for assessment, response, legal compliance or safety. We may keep complaint records to manage outcomes, identify trends and improve services.</p>
<h2>18. Unreasonable conduct</h2>
<p>We may set reasonable communication boundaries where conduct is threatening, abusive, discriminatory, repetitive without new information or materially disrupts operations. This does not prevent a genuine issue from being assessed.</p>
<h2>19. Contact</h2>
<p><strong>Pathway Select complaints</strong><br>Email: <a href="mailto:support@pathwayselect.com.au">support@pathwayselect.com.au</a><br>Web: <a href="/pages/contact">Contact Pathway Select</a></p>