Our Commitment

At HVAC+R TrainingWorks, we are dedicated to delivering high-quality, transparent, and fair training, assessment, and certification services across the heating, ventilation, air conditioning, and refrigeration industries.

We recognise that candidates, employers, and industry stakeholders have the right to raise concerns, dispute assessment outcomes, or lodge formal complaints regarding any aspect of our services. We treat all feedback and complaints seriously, handling them promptly, impartially, and confidentially without prejudice to the complainant.

Scope & Applicability

This procedure applies to all:

• Trainees, candidates, and course participants.
• Employers and industry sponsors.
• Partner organisations and members of the public.

Matters covered include, but are not limited to:

• Assessment fairness, moderation decisions, or scoring disagreements.
• Quality of instruction, course materials, or workshop facilities.
• Conduct and professionalism of trainers, examiners, assessors, or administrative staff.
• Accessibility, health and safety, or administrative service delays.

How to Lodge a Complaint

We provide multiple accessible pathways to submit a complaint:

1. Official Form: Complete our Complaint Record Form by clicking this link. Save it with your name in the title and email it to courses@trainingworks.co.nz.
2. In Person / by Phone: Speak directly with our Training Coordinator on 026 651 3269, who will log the matter on your behalf.

To help us investigate efficiently, please provide:

Your full name and contact details (unless lodging anonymously).

The relevant course, unit standard, assessment, or certificate reference.

Date, location, and personnel involved.

A clear, factual summary of the issue or disputed decision.

Any supporting evidence (e.g., correspondence, photos, assessment results, work records).