| What you told us needed improving | What we did about it …. |
| Less writing in theory assessment | We have looked into alternative ways of authentically assessing to reduce the amount of theory in some assessments. Other tasks need detailed writing as they are higher level – but we will keep reviewing. |
| More practical work | We have incorporated containers for working at heights, permit office, fire container, gas detectors, certified lifting beam. |
| On-Job assessment | We know these can be hard to complete on the job. Your supervisors are busy doing the job. We have incorporated on-job at our site for some of our courses. |
| Online delivery | We know that sometimes you need courses that do not fit within our schedule. Our online courses now fit within your schedule. |
| Refresher courses | Our Refresher courses now cover current thinking and re validate skills and knowledge. They involve learning, discussion and not just assessment. |
| Eye irritation | For a while, we noted that many of you were reporting eye irritation, after being in the pool. We are happy to say this seems to have been resolved. |
| More lunch | For some practical courses we have increased the amount of lunch to make it more substantial. You are welcome. |
| Inflexibility with course dates | Our last employer survey said, that we have improved here. |
| Course materials need updating | We have updated many of our courses and have improved our resources making them more engaging. |
| Online courses not saving quiz | We have found that if you access the online site using a VPN (virtual private network) that originates from Australia, some quiz results and activities were being blocked by organisation’s firewalls. We have changed the software used for the summative quizzes (the ones that count) so that this does not happen anymore. |
| Navigation online |
Some people who are not used to learning online have experienced confusion about how to navigate and upload assessments. An Intro to Moodle course is available to all enrolled user where there is a video showing how to upload documents, and we are working on a how-to-navigate video for those new to online courses. |
| First Aid course notes |
Take home course notes now available so people can revise their knowledge and feel more confident on what to do when confronted with a first aid situation |
| Covid disruptions |
If you let us know that you must cancel a booking due to isolating with Covid, we can rebook you for a later date. We have some course theory parts pre-recorded that you can access, do the learning, and come to the practical session when out of isolation. |
| Not having “male” or “Pakeha/European” box to tick in evaluation feedback forms | Most of our students are male, and pakeha/European. The demographic of student we have the least of are females, Māori and Pasifika. This tick box allows us to filter responses to hear their voices in our feedback. It is not to disregard everyone else, it is just so we can filter results for students that we have less numbers of to be sure their voices are heard. |
| Complaints or Issues of Concern | What we did about it …. |
| Issue with one of our trainers | We asked many times what the issue was, but no information was provided to us – it is hard to fix what we do not know about. Please tell us if something is not right. Number of complaints one. (anonymous) |
| Driving of someone in a Wood Training vehicle | Concerns were raised about driving of someone in a Wood Training vehicle. We identified who it was and investigated – there was more to it than the informant was aware, and we are confident that there was a reasonable explanation. We do have regular competency checks of our drivers by a trainer assessor which includes a practical driving test. We do appreciate the time it took for someone to raise their concerns. Number of complaints one. Provided by a member of public. |
| Issues with a Forklift course | As our forklift is operating on private property, it is by definition not a road, as such the forklift does not have to have all the requirements of a one working on a legal road. Forklift is checked before use using a standard checklist. Number of complaints one. Student was female European. Fees were refunded. |
| Covid exposure | Someone was concerned that they contracted Covid on one of our courses. As there is no longer any tracing going on it is difficult to know if that is so, however our main covid controls of ensuing that people who are sick do not come to training is still occurring. We also have hand sanitiser, masks and gloves still available. In our safety briefing we remind people that Covid is still with us. Number of complaints one. Male NZ European. | Confusing information | Information provided was correct but customer had missed some pre-requisites. We should have given them information about RPL. We have improved information about this course on our website and in our course information to make this clearer. Number of complaints one. Male fee was refunded. |
| Length of time to do online course | This complaint was from an employer who had staff do an online course, who did not complete in a timely manner. Our investigate showed that the students did not submit any assessment to be marked until 8 months after enrolling. We did notice they were not progressing and were in e-mail contact with them to see if they needed any assistance. We make contact sooner and more often. Number of complaints ONE – relating to TWO students (male, one NZ Maori, one NZ European) from same workplace in same course. |
| Marking is pedantic | Our investigation showed that the marking aligned with the marking criteria that was approved by the Workforce Development Council and aligns with regulations and best practice in health and safety. Held discussion with trainers how to communicate requirements in feedback. Number of complaints ONE – relating to TWO students (male, one NZ Maori, one NZ European) from same workplace in same course. |
| Critical Incidents | What we did about it …. | None to report |
