The purpose of this policy is to ensure Access Training and Education has in place a policy for the dealing with customer complaints and appeals that includes a mechanism to allow for the complainant to formally present their case and for an appeal to be heard before an independent person or panel.

Scope

The scope of this policy applies to all staff and contractors who will be engaged by Access Training and Education but primarily those involved in the provision of training and assessment services to clients of Access Training and Education

Definitions

Appeal - In law, an appeal is a process for requesting a formal change to an official decision.

Complaint - A statement that a situation is unsatisfactory or unacceptable

Policy

Access Training and Education will provide appropriate mechanisms and services for learners to have complaints and appeals addressed efficiently and effectively and will ensure the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process by applying the procedures outlined below:

Access Training and Education is committed to a fair and equitable process for dealing with client complaints and appeals against assessment outcomes. 

To ensure the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process, Access Training and Education will:

  • Make its complaints and appeals policy publicly available by producing it in Student Handbook and making it available on the organisation’s website
  • ensure complaints and requests for an appeal are acknowledged in writing and finalised as soon as practicable, and
  • provide for review by an appropriate party independent of Access Training and Education and the complainant or appellant, at the request of the individual making the complaint or appeal, if the processes fail to resolve the complaint or appeal

Clients wishing to appeal an assessment result will be required to lodge the appeal on the Complaints and Appeals form clearly outlining the reasons for the appeal with Access Training and Education within fourteen (14) days of receipt of assessment result. 

Clients will be advised of the process and of their rights, with regard to complaints and appeals, prior to commencement of program delivery and at induction. This information will also be conveyed as part of any initial program delivery or process.

These processes are outlined in the Student Handbook

Complaints Process:

  1. If the complaint concerns class work or a course, the problem should be discussed in the first instance with the trainer/assessor.
  2. All complaints lodged in writing will be acknowledged in writing and acted upon using Access Training and Education’s Complaints Form. 
  3. If the issue concerns fees it should be raised with the Education Manager or their nominated representative.
  4. If the issue concerns a financial dispute, the client should refer in the first instance to Access Training and Education’s refund policy.
  5. If the issue relates to RTO staff, the matter should be raised with the Education Manager,
  6. If the matter relates to RTO operations the complaint should be directed to complaints at study@deafsq.org or 07 3892 8539.
  7. The Education Manager will attempt to resolve the issue(s) within seven (7) working days from receipt of the written complaint and advise the complainant of the outcome within five (5) working days of making a decision.
  8. If the Education Manager is unable to resolve the issue, (or the complainant is not satisfied that the issue has been resolved,) a meeting will be arranged in an attempt to address unresolved issues. 
  9. If the matter has not been resolved between the parties concerned, the complainant will be encouraged to contact other relevant third party as a further attempt to resolve the issue.
  10. All correspondence and documentation will be retained with confidential documentation in Access Training and Education’s locked files accessible only by designated personnel.

Appeals against Assessment Process

Note: Appeals against assessment outcomes must be lodged immediately and no later than 14 days from the date of the receipt of the assessment report.  It is Access Training and Education’s desire to process appeals quickly and reach a resolution in a short time frame so that the client may continue learning activities and completion of their training program. 

Should a client wish to appeal against an assessment outcome, they should follow the process outlined below:

  • The appeal must be lodged within 14 days of receipt of the result.
  • Discussion on the appeal will be conducted between the assessor, the client, and the Education Manager or their appointed representative immediately or within 24 hours of receipt of notice of the appeal.
  • Access Training and Education will attempt to resolve the issue(s) within seven (7) working days from receipt of the lodgement of the appeal
  • the appellant will be notified in writing of the result

If the issue remains unresolved, then:

  • The appellant shall be notified of the outcome in writing and encouraged to contact other relevant third party as a further attempt to resolve
  • All correspondence and documentation will be retained with confidential documentation in Access Training and Education’s locked files accessible only by designated personnel.

Complaints & Appeals Process

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