Complaint & Appeal Policy


ACTIVE TRANSITION TRAINING recognizes the need for students, staff and other clients to have confidence that the Registered Training Organisation (RTO) will deal with grievances in a fair and equitable manner based on procedures that are appropriate, accessible and easily understood.
We recognize our duty of care and acknowledge the learning benefits in ensuring students study in a happy environment, free of coercion, unfair treatment or harassment. Students are always welcome to discuss any concerns with their trainer or ATT’s Training Manager. If the issues cannot be resolved in these discussions, the formal process outlined below will be actioned.
Nothing in these procedures limits the rights of individuals to take action under Australia’s Consumer Protection laws.

Definitions:

Complaint: is the informal or formal expression of concern in regard to some aspect of the conduct of ATT operations, services, staff or candidates.
Appeal: refers to appeals against any of the ATT’s decisions.
Complainant: means the person making the compliant.
Process and practice: The complaints and appeals process consists of a number of stages and may involve various members of the RTO staff and administration, depending on the nature of the complaint or appeal. It is imperative that complainants are made aware that while strict confidentiality will be maintained in all matters relating to a candidate complaint, all parties (including the subject of the complaint) must be made aware that a complaint has been made and the subject of the complaint must be given the opportunity to address the complaint and where appropriate, change their behaviour. Information shall be given only on a “need to know” basis and candidates must be made fully aware of the process that will be applied during all stages of the complaints process.
Candidates should, in the first instance, approach relevant members of the RTO staff. Where the complaint is not resolved to the candidate’s satisfaction then a formal written complaint is to be lodged using ATT’s official Complaints & Appeals form which is available from any RTO staff member, including trainer/assessors. This is not mandatory, as the candidate may formally present their case in person, but will assist with the processing of the complaint or appeal. Complainants have the right to be accompanied by any person of their choice including legal or other representatives at any time during the compliant or appeal process.
Where the official form is not used and where it is deemed appropriate, a designated senior member of staff shall record details of the complaint or appeal using an official complaint form. All official complaints and appeals shall be recorded in writing. All complaints and appeals will be acknowledged in writing to the complainant and include the relevant course of action for the complainant as per the ATT Complaints policy. This may be via email or mail.

 

Nature of Complaint and Initial Action:

Where a candidate has a complaint relating to the application and/or enrollment process he/she should, in the first instance, approach the RTO Training Manager.

Where a Candidate has a complaint or appeal relating to assessment and/or reporting he/she should, in the first instance, approach his/her trainer/assessor or the RTO Training Manager.
Where a candidate has a complaint relating to the quality of delivery, course content and/or teaching and learning practices he/she should, in the first instance, approach his/her trainer/assessor or the RTO Training Manager.

Where a candidate has a complaint relating to behaviour and/or discipline or matters relating to other candidates he/she should, in the first instance, approach his/her trainer/assessor or the RTO Training Manager.

Where a candidate has a complaint which does not fall in any of the above categories he/she should, in the first instance, approach his/her trainer/assessor or the RTO Training Manager.

As a general statement of RTO policy, candidates should feel free to approach any member of staff with regards to airing any complaint. However, candidates must be made aware that all complaints will be taken very seriously and policies and practices will be followed by the RTO in order to ensure that complaints are dealt with efficiently, consistently, fairly and justly.


Process for Complaints & Appeals Resolution:
If the complaint or appeal is resolved to the candidate’s satisfaction, in the first instance, a record shall be made as part of the RTO’s Continuous Improvement Register. If appropriate, relevant RTO Staff shall be informed if a change to current policy and/or practice is recommended to avoid similar candidate complaints in the future.
If the complaint is not resolved to the candidate’s satisfaction, then the candidate will be advised to register a formal complaint using an official Complaints & Appeals form and submit this to the RTO Training Manager. Where the candidate indicates that he/she prefers not to complete the form, then the candidate should be referred directly to the Training Manager or Chief Executive Officer, where he/she, may present their case formally, and who will act as an independent arbitrator.

After the complaint is resolved by referral to the CEO, then the candidate shall receive a copy of the final decision, including reasons for the decision, in writing and a record of the complaint and process shall be made as part of the RTO’s Continuous Improvement Log.

If appropriate, relevant RTO Staff shall be informed if a change to current policy and/or practice is recommended to avoid similar Candidate complaints in the future.

Should the complaint or appeal still not be resolved, the complainant has the right to lodge a complainant externally with an appropriate external agency such as one of those listed below:

Time-frames:

This policy and procedure has been established to resolve all complaints and appeals in a timely manner.
In the event that the RTO considers that more than sixty (60) calendar days are required to finalise the complaint or appeal; the RTO Training Manager will:

  • inform the complainant in writing, including valid reasons as to why more than 60 days is required; and
  • provide the complainant with regular updates on the progress of the complaint or appeal in writing.


Grounds for Assessment Appeal:
An application for appeal will be considered where:

  • A student claims a disadvantage because the trainer did not provide a subject outline
  • A student claims disadvantage because the trainer varied the assessment requirements as specified in the subject outline without consultation or in an unreasonable way.
  • A student claims disadvantage because assessment requirements specified by the trainer were unreasonably or prejudicially applied to him or her.
  • A student is of the view that a clerical error has occurred in the documenting of the assessment outcome.
  • A student claims that there is a discrepancy between the practical observation and the formal assessment.

Where a candidate’s appeal regarding assessment has been successful, the candidate shall be given a fair opportunity for reassessment.


Record Keeping:
A written record of all complaints handled under this procedure and their outcomes will be maintained for a period of five years. These records will remain with the students file and cannot be accessed without a written request to the CEO.