Complaints & Appeals Policy

Introduction:

The formulation of the Complaints and Appeals Policy was undertaken with a keen awareness of the Standards for Registered Training Organisations (RTOs) 2015. The policy’s primary objective is to ensure that all complaints and appeals are not only duly documented but also acknowledged and addressed in a manner that is equitable, efficient, and effective.

Scope and Application:

The Complaints and Appeals Policy applies comprehensively to all constituents associated with the College, including employees, learners, and other stakeholders. It serves as a guiding framework for handling complaints and appeals and is obligatory for adherence in all circumstances. This policy has been devised to handle a spectrum of complaints and appeals, including those challenging decisions made by the College.

The College is committed to applying this policy consistently and impartially across all programs and for every learner enrolled in college programs.

Overview:

This policy is designed to articulate the conditions under which learners and other stakeholders may find it necessary to voice their dissatisfaction with the services rendered or decisions rendered by the College.

Policy:

The College recognises that occasional instances of dissatisfaction may arise and acknowledges the need to promptly address and rectify the underlying issues. In such situations, the College encourages feedback from the dissatisfied party, facilitating the pursuit of resolution and considering any resultant insights for integration into the College’s continuous improvement cycle. The College is dedicated to addressing all complaints and appeals in a fair, constructive, and timely manner.

The College ensures the incorporation of principles of natural justice and procedural fairness in its operations by:

  • Timely handling of complaints and appeals, ensuring that complainants and appellants remain informed of the process after the submission of a complaint or appeal.
  • Preserving privacy and confidentiality during the investigation of all complaints and appeals.
  • Affording complainants and appellants the opportunity to present their case.
  • Enabling complainants and appellants to participate in moderation when necessary.
  • Operating in an impartial and unbiased manner in the handling of all complaints and appeals.
  • Maintaining a comprehensive register of all submitted complaints and appeals, including their outcomes.
  • Ensuring the acknowledgment of all complaints and appeals.

The College acknowledges that any student holding a complaint or appeal has the right to raise it, expecting that every effort will be made to resolve it in line with this policy, without fear of prejudice or reprisal.

Overview of Complaints Process

  • Contact the College administration via email or telephone to request a Complaints/Appeals form.
  • Upon receipt, complete and return a copy of the form to the College for processing. Acknowledgment of the complaint will be conveyed in writing via return email, typically within 48 hours.
  • If the learner wishes to remain anonymous, they must clearly indicate this on the Complaints/Appeals form.
  • An investigation into the learner’s complaint will commence immediately, possibly necessitating interviews with the College’s Management. Any interview requirements will be scheduled within 21 days of receiving the complaint, and interviews may be conducted via telephone or in person.
  • Following the interviews, Management will collate all evidence to render a determination. This process usually takes around 14 days. Upon completion of the investigation, the learner will receive formal correspondence from the College outlining:
        1. The outcome and decision related to the complaint.
        2. The rationale behind the decision.
  • If the learner is dissatisfied with the decision, they may submit a formal appeal or seek assistance from one of the following authorities:
        1. National Training Complaint Hotline Phone: 13 38 73
        2. The relevant state Training Ombudsman
  • The College endeavours to reach a mutually acceptable resolution for all complaints within 45 days. If, for any reason, the process needs an extension or is anticipated to exceed the thirty-day timeframe, the College will promptly inform the learner of the delay.

Overview of the Appeals Process

  • If a learner disagrees with an assessment decision, they must first discuss this with their trainer.
  • If the learner remains dissatisfied after this discussion, they must then contact College administration to obtain a Complaints/Appeals Form.
  • Upon receipt, complete and return a copy of the form to the College for processing. Acknowledgment of the appeal will be conveyed in writing via return email, typically within 48 hours.
  • All appeals against assessment decisions must be submitted within 7 days of the assessment decision being made. Appeals submitted beyond this timeframe will only be accepted if approved by the GM.
  • An investigation into the learner’s appeal will commence immediately, potentially requiring an interview with the College’s GM. Any interview arrangements will be made within 7 days of receiving the appeal and may be conducted via telephone or in person.
  • Following the interview, the GM will appoint an independent assessor to review the original assessment evidence and make an informed judgment. This process usually takes around 7 days.
  • Within 7 days of completing the investigation, the learner will receive formal correspondence from the College detailing:
        1. The circumstances surrounding the appeal.
        2. The investigations conducted.
        3. The findings of the investigations.
        4. The outcome and decision regarding the appeal.
  • If the appeal confirms that the original assessor’s decision was correct (upheld), the learner will have the opportunity for reassessment, provided they have not exceeded the College’s maximum resubmission attempts. In such cases, the learner will be required to request and extension or re-enrol in the relevant unit/s of competency. Fees may apply. 
  • If the appeal confirms that the original decision was incorrect, the learner’s result will be adjusted.
  • The rationale behind the decision.
  • If the learner remains dissatisfied with the decision, they may seek assistance from one of the following authorities:
        1. National Training Complaint Hotline Phone: 13 38 73
        2. The relevant state Training Ombudsman
  • The College aims to reach a mutually acceptable conclusion for all appeals within 30 days. In cases where the process needs an extension or is expected to exceed the thirty-day timeframe, the College will promptly inform the learner of the delay.