• Undertake training relevant to regulatory and industry practices and as offered by industry experts (e.g., GTA Professional Development Courses45); • Comply with all relevant industry and Government regulations and/or standards (e.g., chemical use); • Keep skills and accreditations up to date through ongoing training (e.g., yearly refresher training on application of grain standards); • Where appropriate, increase their skills through further training; • Maintain documented evidence of training completed (e.g., as a record on employee file); and • Have the appropriate support and ongoing training to ensure they can carry out their role: - Adequately; - In a professional manner; and - In accordance with all current regulations and industry standards (e.g., appropriate Personal Protective Equipment when using chemicals as per Workplace Health and Safety regulations). Following appointment and following each training session, as relevant, all staff involved in particular activities: • Are to be assessed; • Are required to be “deemed competent”; and • Have their relevant records duly noted. 2.9 Complaints 2.9.1Customer Complaints Industry participants will have in place a procedure for dealing appropriately with any customer complaints. Where relevant, this should include reference to Standard "Quality Management - Customer Satisfaction - Guidelines for complaints handling in organizations" (ISO 10002:2018, MOD)46. GTA also provides a Complaints Handling process relating to complaints made against an industry participant47. The Complaints Handling process is designed to: • Cover the full range and scope of complaints that may be expected to be received: • Ensure fairness, efficiency and effectiveness for all parties involved in the complaint; • Ensure issues raised are responded to in a timely and cost-effective manner; • Ensure confidence in the Code; • Comply with any regulations that may apply; and • Capture information that will enable improvements in the quality of individual company and overall industry processes Where the customer complaint is made either directly by or involves a Government agency due to the complaint of a regulatory issues nature, the participant will actively engage with and support the Government agency in the investigation, review and resolution of the complaint. 25 45 https://graintrade.org.au/training-development/ 46 https://www.interekinform.com/en-au/ 47 Technical Guideline Document TGD No.1 Complaints Handling Guideline https://graintrade.org.au/technicalguidelines-documents/
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