Background

CPD Home is committed to ensuring that those who interact with us as subscribers, education providers, clinical experts, advisors, or service providers know they can bring to our attention if they:

• have been treated in a manner inconsistent with our code of conduct or any of our policies
• are aware of any behaviour or interactions that are inconsistent with our code of conduct or any of our policies, or
• have identified a failing or inconsistency in a CPD Home policy, procedure or process.

As part of our commitment to good governance, ethical conduct, continuous quality improvement and acting in line with the principles of procedural fairness and natural justice we undertake in a timely manner to respond to, investigate and where practicable address or facilitate the resolution of any matter mentioned above that is the subject of a complaint. To ensure complaints are accurately recorded and actioned in a timely manner CPD Home provides a Complaints Portal through which complainants advise of their complaint.

Purpose

This policy outlines principles and processes CPD Home employs for handling complaints.

Objective

This policy aims to provide assurance to individuals or entities making a complaint to CPD Home, and to those who may be the subject of a complaint, that they will be treated fairly and respectfully, afforded confidentiality and natural justice, and that every reasonable effort to resolve the complaint will be undertaken in a timely manner.

Scope

This policy applies to any person or entity subscribing to, providing educational content to, or engaging in business with CPD Home, who has a complaint about:

• the way they have been treated by a CPD Home staff member or decision maker, or
• a CPD Home policy, process or procedure considered to be lacking, discriminatory, unfair or unreasonable.

This policy applies to complaints made in writing (via the CPD Home Complaint Form), properly completed, and submitted via the Complaints Portal.

Definitions

Please refer to the Glossary for definition(s) of terms that apply to this policy.

Policy

Complaints to CPD Home via the Complaints Portal must:

• specify the name, email address and contact details of the Complainant
• specify the details and circumstances of the complaint and all relevant facts, matters and issues the Complainant considers relevant
• include (via upload) all relevant materials, documents and evidence that the Complainant possesses that the Complainant considers relevant to the determination of the Complaint
• identify to the best of the Complainant’s ability any person or entity directly involved in the matter that has given rise to the Complaint
• specify what redress or resolution the Complainant seeks
• specify if the matter that has given rise to the Complaint has been referred to or is being currently dealt with by any other entity, person, or external body.

CPD Home in managing complaints will:

• record the date and nature of the complaint
• advise the Complainant within 10 days of receipt of their complaint and, after initial assessment, advise next steps
• respond to complaints in a professional and timely manner
• not progress any complaint referred to or being dealt with by another entity
• take reasonable steps to protect confidentiality
• assess the best action to resolve the matter
• advise the Complainant of assessment outcomes and next steps (if any)
• base decisions on relevant evidence
• apply procedural fairness and natural justice; consider every complaint with objectivity
• advise outcomes of any investigation and further recourse (if applicable)
• implement determined actions to resolve/close the matter

Action

In responding to a Complaint CPD Home may:

• note the complaint
• reject the complaint if assessed as frivolous, malicious or vexatious
• investigate and advise outcomes/actions
• facilitate resolution where appropriate
• fix issues or correct misapplied policies
• apologise or provide more information
• review practices, policies or procedures

Related Documents / Legislation

1. DPL Pty Ltd Code of Conduct
2. CPD Home Reconsideration, Review and Appeals Policy
3. CPD Home Whistleblower Policy

Appendices

1. Glossary

Version Tracking

Version	Date	Comments
1.0	December 2022
1.1	August 2024	Updated Introduction to reflect joint ownership…
1.2	October 2024	Added Definitions statement…
1.3	July 2025	Replaced CPD Home Board…
1.4	October 2025	Updated minor amendments.

Appendix 1

Glossary

Term	Definition
Complaint	Dissatisfaction or concern about the conduct or actions of CPD Home expressed in a written complaint submitted via the CPD Home Complaint Form by a: Subscriber to CPD Home services CPD Home Education or Service Provider, or Member of a CPD Home decision-making or advisory entity.
Complaints Officer	A CPD Home staff member trained in complaints handling and delegated the responsibility for managing a complaint.
Complaints Register	A record of declared complaints listing to whom they apply, the nature and extent of the complaint, and any steps taken to address it.
Frivolous report or complaint	Minor, trivial, vague, poorly explained, inhibiting investigation, or unable to be substantiated.
Malicious report or complaint	Appears motivated by a dishonest purpose intended to cause harm.
Vexatious report or complaint	Falsely made, unwarranted, repetitive, or for collateral purposes (delay/leverage/harass).