Complaints and Appeals Policy and Procedure

1.0 Policy Overview

This policy is produced in the context of the RTO's commitment to quality programs and candidate welfare. Accordingly, this policy should be seen as complementing and consistent with all other candidate policies developed and implemented by the RTO. In particular, this policy focuses on establishing mechanisms to address any complaints by VET program candidates, whether they be prospective, currently enrolled or former candidates. The RTO is committed to resolving complaints efficiently and ensuring that the outcomes are consistent, fair and just.

Definitions:

  • Compliant: is the informal or formal expression of concern in regard to some aspect of the conduct of CEAV Institute operations, services, staff or candidates.
  • Appeal: refers to appeals against any of the CEAV Training’s decisions.
  • Complainant: means the person making the compliant.

2.0 Process and Practices

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 strict confidentiality be maintained in all matters relating to a candidate complaint. Information shall be given only on a "need to know" basis and candidates must be made fully aware of the strict confidentiality 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 the CEAV Institute official Complaints & Appeals form which is available on the CEAV Institute website. 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.

3.0 Nature of Complaint and Initial Action

3.1 Where a candidate has a complaint relating to the application and/or enrolment process he/she should, in the first instance, approach the RTO Training Manager.
3.2 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.
3.3 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.
3.4 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.
3.5 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.
3.6 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 realise that certain policies and practices are followed by the RTO in order to ensure that complaints are dealt with efficiently, consistently, fairly and justly.

4.0 Process for Complaints & Appeals Resolution

4.1 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.
4.2 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 RTO Training Manager or RTO Executive Manager, where he/she, may present their case formally, and who will act as independent arbitrators.
4.3 If the complaint or appeal is resolved at this stage, a record shall be made as part of the RTO's Client Satisfaction Monitoring Process. If appropriate, relevant RTO personnel shall be informed if a change to current policy and/or practice is recommended to avoid similar candidate complaints in the future.
4.4 If a candidate complaint or appeal is still not resolved, then the candidate may refer the case, either in writing, or in person, directly to the RTO Executive Manager. The process will require written submissions to be made by those RTO staff involved, directly or indirectly.
4.4 After the complaint is resolved by referral to the RTO Executive Manager, 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.
4.5 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.
4.6 Should the complaint or appeal still not be resolved, after referral to the Executive Manager, the complainant has the
right to lodge a complainant externally with an appropriate external agency such as one of those listed below:
4.6.1 The ASQA Web: http://www.asqa.gov.au/complaints/make-a-complaint---domestic-students/make-a-complaint---domestic-students1.html
4.6.2 The National Training Complaints Hotline on 1800 000 674
4.6.3 A Mediation Adviser as approved by the Law Institute of Victoria
4.7 Where a candidate’s appeal regarding assessment has been successful, the candidate shall be given a fair opportunity
for reassessment