POLICY AND PROCEDURE

 

  1.0 COMPLAINTS AND APPEALS

POLICY

Skilled Training Australia (STA) has strategies in place to adhere to the principles of access and equity and to maximise outcomes for its clients. Skilled Training Australia has a defined complaints and appeals process that will ensure learner’s complaints and appeals are addressed effectively and efficiently

Purpose

This procedure has been developed to ensure that Skilled Training Australia has a system in place to effectively manage complaints and appeals.

Definitions

COMPLAINTS – Dissatisfaction with a service offered by Skilled Training Australia

APPEAL – Dissatisfaction with a decision made by Skilled Training Australia

Responsibilities

The DIRECTOR and STA Manager are responsible for implementing and ensuring that this procedure is adhered to.

PROCEDURE

Where possible all non-formal attempts shall be made to resolve the complaint. Skilled Training Australia encourages open communication and an environment of trust. Therefore, any learner with a complaint is encouraged to raise the matter directly with the other party concerned to attempt to resolve the issue mutually. All informal complaints must be emailed to the STA Manage who will update the Complaints and Appeal Register accordingly. The STA manager will determine and ensure that the appropriate action will be taken if necessary. Any staff member can be involved in this informal process to resolve issues but if the learner wishes to place a formal complaint, then the following process must be followed;

FORMAL COMPLAINTS:

  1. Any learner, potential learner or 3rd party may submit a formal complaint to Skilled Training Australia with the reasonable expectation that all complaints will be treated with integrity and privacy.
  • A learner who wishes to submit a formal complaint can do so by completing the ‘Complaints and Appeals Form (FORM 3)’ located on STA’s website or they can obtain a copy by calling Skilled Training Australia on +61 410 551 541.
  • All formal complaints must be submitted to the STA Manager and contain as many details as possible:
    • Date complaint was submitted
    • Name of complainant
    • Nature of complaint
    • Date of the event which led to the complaint
    • Attachments (if applicable)
  • Once a complaint has been received, the information will be inserted into the ‘Complaints and Appeals Register (RGTR02)’ which is monitored daily by the STA Manager. The information to be inserted and retained on the register includes:
    • Date the complaint was submitted
    • Name of complainant
    • Description of complaint
    • Determined resolution
    • Date of resolution
  • The learner has the right to be accompanied by any person of their choice during the complaints or appeals process
  • Once a complaint has been has been logged in the ‘Complaints and Appeals Register (RGTR02)’ by the STA Manager, the DIRECTOR will be notified of the complaint and will be provided with all relevant documentation related to the matter
  • The STA Manager and DIRECTOR shall then refer the matter to the appropriate staff member/s to resolve or make a decision regarding the complaint within 10 working days
  • Once a decision has been reached, the STA Manager is required to notify all of the relevant parties involved of the decision and outcome which is to be concluded in writing within 14 working days from the date the complaint was first received. Within the notification of the outcome, the learner will be advised that they have the right to appeal the decision made by Skilled Training Australia. Students will be referred to the appeals procedure as outlined below
  • The STA Manager will ensure that Skilled Training Australia will act immediately on any substantiated complaint. If the internal or external complaint handling or appeal process results in a decision that supports the student, Skilled Training Australia must immediately implement any decision and/or corrective action that is required and advise the learner of the outcome
  • Copies of all documentation, outcomes and further action required will be placed on the ‘Complaints and Appeals Register (RGTR02)’ by the STA Manager and on the learners file

To appeal a decision:

  1. If the learner is not satisfied with the outcome from the formal complaint, then they have the right to appeal the decision made by Skilled Training Australia where reasonable grounds can be established
  2. The areas in which a learner may appeal a decision made by Skilled Training Australia may include:
    1. Assessment conducted
    1. Deferral, suspension or cancellation decisions made in relation to a student’s enrolment
    1. Or any other conclusion/decision that is made after a complaint has been dealt with by Skilled Training Australia in the first instance
  3. To activate the appeals process, the learner must submit an application by completing the ‘COMPLAINTS AND APPEAL FORM (FORM 3)’ located in the Student Handbook or STA’s website or they can obtain a copy from Skilled Training Australia by calling 9592 9919
  4. The learner needs to provide a summary of the grounds that the appeal is based on and the reason why they feel that initial decision made is unfair within 20 working days from the time they received the outcome for their initial complaint. Help and support with this process can be gained from the Training & Administration Coordinator
  5. Once the appeal has been received, the STA Manager and DIRECTOR will then determine the validity of the appeal and where necessary organise a meeting with all parties involved in the matter and attempt to seek resolution where appropriate.
  6. The process for all formally lodged appeals will begin within 10 working days from the date that the appeal was lodged
  7. The STA Manager will ensure that Skilled Training Australia acts on any substantiated appeal
  8. Where an appeal has been lodged it will be defined into one of the following categories and processed accordingly:
    1. General Appeals
    1. Assessment appeals
    1. External Appeals

The STA will encourage the parties to approach a complaint with an open view and to attempt to resolve problems through discussion and conciliation.

Assessment Appeals

  1. If a learner wishes to appeal an assessment they are required to notify their assessor in the first instance. Where appropriate the assessor may decide to re-assess the learner to ensure a fair and equitable decision is made. The assessor will be required to complete a written report regarding the re-assessment outlining the reasons why assessment was or was not granted
  2. If this is still not to the learners satisfaction the individual can formally lodge an appeal by completing and submitting the ‘COMPLAINTS AND APPEALS FORM (FORM 3)’ to the STA Manager who will document the information in the Complaints and Appeals Register (RGTR02)
  3. The STA Manager shall seek details from the assessor involved and any other parties. A decision shall be made regarding the appeal either indicating that the assessment decision stands or details of a possible re-assessment by a ‘third party’. The third party will be another assessor appointed by Skilled Training Australia
  4. The learner will be notified by writing within 20 working days from the initial lodgement of their appeal regarding the outcome with reasons for the decisions, and the ‘Complaints and Appeals Register (RGTR02)’ updated. The learner will also be provided the option of activating the external appeals process if they are not satisfied with the outcome

External Appeals

  1. If the learner is still dissatisfied regarding the outcome of the appeal that Skilled Training Australia has provided, they may wish to refer the matter to an external/independent/third party mediator
  2. Appeals can relate to assessment decisions and they can also relate to other decisions such as the decision to exclude a learner from a program. Learners should be encouraged to resolve complaints and appeals through Skilled Training Australia complaint mechanism
  3. If the learner is not satisfied by the complaints and appeal outcome, they can contact:

Department of Justice

Tel: 03 8684 0000 Tel: 1300 365 111 (for regional callers)