Complaints and Appeals Policy



1. Policy

1.1 If a client has a complaint that they wish to raise with │ď╣¤▓╗┤˛ý╚ they are╠řencouraged to do so through the Complaints and Appeals procedure. Clients are also╠řencouraged to appeal any decision if they feel they have valid grounds via the Appeals╠řprocess as per this policy. This includes assessment and RPL decisions. Clients can lodge╠řa complaint or appeal against any decision made by a third party providing services on╠ř│ď╣¤▓╗┤˛ý╚ behalf, its trainers, assessors or others.

1.2 Clients may lodge informal and formal complaints. Clients may also access Southern╠řEducation internal and the external appeals process.

1.3 │ď╣¤▓╗┤˛ý╚ has a procedure for informal/ formal complaints and internal and external╠řappeals processing/ handling.

1.4 All complaints and appeals lodged will be used for continuous improvement purposes.

1.5 The General Manager is responsible for implementing this policy and reviewing its╠řeffectiveness in compliance with regulatory guidelines.

1.6 This policy will be implemented in compliance with the requirements of the Standards of╠řRegistered Training Organisations (RTOs) 2015 Standard 6.

1.7 This policy and procedure applies to all │ď╣¤▓╗┤˛ý╚ clients and staff.

1.8 Clients right to access Australian consumer protection law and other legal remedies is not╠řaffected by this policy and procedure.

1.9 All clients are provided information on Complaints and appeals policy and procedure pre and╠řpost enrolment.

1.10 │ď╣¤▓╗┤˛ý╚ encourages all parties to approach a complaint or appeal with an open╠řview and to attempt to resolve problems through discussion and conciliation.

1.11 Clients may be accompanied and assisted by a representative at any time.

1.12 ClientsÔÇÖ enrolments are maintained whilst an internal complaint or appeal is in progress and╠řthe outcome has not been determined.

1.13 If there is any matter arising from a client complaint or appeal that is a systemic issue which╠řrequires improvement action this will be reported to │ď╣¤▓╗┤˛ý╚ management╠řmeeting as part of the continuous improvement process.

1.14 The client will incur no cost during the complaints and appeals process unless they seek╠řexternal representation.

1.15 Complaints and appeals are taken seriously by │ď╣¤▓╗┤˛ý╚ and action is commenced╠řwithin 5 days of receipt of a complaint or appeal. │ď╣¤▓╗┤˛ý╚ act upon the outcome╠řof any complaint found to be substantiated. Appeals must be lodged within 20 working days╠řof the decision of a complaint process or assessment result.

1.16 Clients are provided the opportunity to lodge their complaint or appeal in writing.

1.17 The principles of natural justice and procedural fairness are consistently applied when╠ř│ď╣¤▓╗┤˛ý╚ is implementing this policy and procedure.

1.18 │ď╣¤▓╗┤˛ý╚ encourages all parties to approach a complaint or appeal with an open╠řview and to attempt to resolve problems in a fair, unbiased and equitable manner through╠řdiscussion and conciliation.

1.19 All complaints and appeals will be handled professionally and confidentially in order to╠řachieve a satisfactory resolution that is fair, unbiased and equitable to all parties.

1.20 Where a complaint or appeal cannot be resolved through discussion and conciliation, we╠řacknowledge the need for an appropriate external and independent agent to review the╠řprocess implemented by the Institute.

1.21 The following╠řprocedure outlines how clients will have their complaints and appeals╠řprocessed.

Further information

│ď╣¤▓╗┤˛ý╚ Complaints and Appeals policy and procedure in no way effects the clients right=╠řto access consumer affairs legislation and legal representation.

Clients also have the right to contact the VET regulator if they are dissatisfied with the complaints and╠řappeals process and lodge a complaint against │ď╣¤▓╗┤˛ý╚.

National VET Regulator

Australian Skills Quality Authority
Web: www.asqa.gov.au
Email: enquiries@asqa.gov.au
Phone: 1300 701 801