RTO P03 Complaints and Appeals Policy and Procedure

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1 Standards for Registered Training Organisations (RTOs) Policy Registration Manager: Australian Skills Quality Authority (ASQA) Legal Authority: National Vocational Education and Training Regulator Act 2011 Conditions of Registration: VET Quality Framework (VQF) RDNS Ltd [the Registered Training Organisation (RTO)] provides appropriate mechanisms and services for participants to have complaints and appeals addressed efficiently and effectively, with respect to any training program or assessment decision. 2.0 Procedure 2.1 Complaints and Appeals Policy RDNS Ltd the RTO will implement and maintain a fair and equitable complaints and appeals process that is compliant with the VET Quality Framework for Registered Training Organisations, in response to allegations involving: The RTO Its trainers, assessor or other staff A third party providing services on behalf of the RTO, its trainers or assessors or other staff A participant of the RTO All RTO participants are made aware of the Complaints and Appeals Policy during the induction process, via the Participant Unit Guide, Participant Handbook and by their Trainer and Assessor on the day of training commencement Where participants are not satisfied with any aspect of the training and assessment, procedures or facilities provided by the RTO, they can submit a complaint or appeal All complaints received will be given consideration, with full attention to detail. The objective will be to find an immediate solution and an amicable settlement for all parties concerned. 2.2 How does a participant lodge a complaint or appeal? Participants can provide a complaint or appeal either verbally, by the completion of the Complaints and Assessment Appeals form or in written form, within 28 calendar days of the assessment decision or incident and it or mail it to the RTO Manager of Education and Learning at or post it to 31 Alma Road, St Kilda Victoria Upon receipt of the complaint or appeal the RTO Manager will lodge it in the Complaints register (Appendix 1), and complete the Complaints and Appeals form (Appendix 2), ensuring that the RTO Coordinator and where necessary the Program Coordinator are advised, as part of the RTOs continual improvement process. 2.3 How long before the RTO contacts the participant? Within two business days of receipt of the complaint the RTO Manager will acknowledge to the complainant receipt of the complaint and advise that their complaint is being investigated. The RTO will aim to have the issue resolved within 14 business days (allowing extra time where additional information or staff may need to be sourced or consulted). Initial responses to participants may be made verbally, however the final confirmation must be in writing and signed by the RTO Manager. RDNS Ltd RTO #5060 V1.4 RTO Page 1 of 6

2 2.3.2 Where the RTO Manager considers more than 60 calendar days are required to process and finalise the complaint or appeal the RTO will: Inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required and; Regularly update the complainant or appellant on the progress of the matter All RTO staff involved in the process will exercise care when recording details about participants and ensure that all information is factual and unbiased. Both the Complaints and Appeals Register and form must be signed off by the RTO Manager upon confirmation to the participant and completion of the issue. 2.4 Privacy All RTO staff involved in the complaints and appeals process will ensure that a participant s right to privacy is protected at all times, when responding to complaints and appeals made by a participant Where a meeting is required via telephone, skype, google hangouts or in person the participant has the right to bring an advocate (someone to assist or speak for them) with them to the meeting as well as to assist during the complaint and appeals process. The RTO will record notes of these meetings and copies will be provided to the participant The RTO securely maintains records of all complaints and appeals and their outcomes 2.5 Assessment Appeals Policy The RTO applies a fair and impartial appeals process with respect to assessment appeals by program participants. This means that the participant has the right to appeal an assessment outcome if they feel they have a grievance. Possible alternatives in the case of assessment appeals may include: Having the participant s assessment reviewed by an alternate assessor Gaining further information and support and reviewing the assessment tool or instrument Finding alternate methods of assessment where adjustments may need to be made Initially the participant will discuss the matter with their trainer/assessor and should this not resolve the issue a formal request must be made in writing by the participant. Please refer to Point 2.2 above for the formal written process. 2.6 Resolution At the conclusion of the complaint or appeal where it required policy or procedural change the RTO Manager will prepare a written response including recommendations and reasons to the National Manager Education & Learning and cc the RTO Coordinator and Curriculum Department where courseware updates are required Should the matter remain unresolved by the RTO Manager, the complaint can be escalated to the National Manager Education and Learning and/or the Executive General Manager People and Culture Where the issued cannot be resolved the individual making the complaint or appeal can request an appropriate party independent of the RTO to provide a review. The RDNS Ltd legal department can make available trained mediators to assist as required. RDNS Ltd RTO #5060 V1.4 RTO Page 2 of 6

3 3.0 Approvals and Reviews Author: K.Tilli RTO Coordinator Department: ELC Revised date: 02 July 2015 Authoriser: S Lovett Next Review: July 2016 RDNS Ltd RTO #5060 V1.4 RTO Page 3 of 6

4 Appendix 1- Complaints and Appeals Register Registration Manager: Australian Skills Quality Authority (ASQA) Legal Authority: National Vocational Education and Training Regulator Act 2011 Conditions of Registration: VET Quality Framework (VQF) Standards for Registered Training Organisations (2015) # Date complaint is submitted (verbal or written) Participant name Nature of the complaint Dates when issue relating to the complaint occurred Documentary attachments to support the complaint, if applicable Nature of the resolution Date the complaint has been resolved RDNS Ltd RTO #5060 V1.4 RTO Page 4 of 6

5 Appendix 2- Complaints and Appeals Form Standards for Registered Training Organisations (2015) Registration Manager: Australian Skills Quality Authority (ASQA) Legal Authority: National Vocational Education and Training Regulator Act 2011 Conditions of Registration: VET Quality Framework (VQF) Participants Name: Address: Phone: Mobile: Address: Course Name: Course Date: Trainer/Assessor (if applicable): Nature of complaint/appeal: Participants Signature: Date: / / Where the complaint has been provided verbally by the participant an RTO Representative will complete and sign below: Office use only Complaint received by (name):... RTO representative position:... Signature:... Date complaint received by RTO representative:... RDNS Ltd RTO #5060 V1.4 RTO Page 5 of 6

6 Complaint Number (from register): RTO staff member dealing with complaint: Action(s) Taken (include dates of key contact/actions undertaken) Outcome of investigation: Date of final response to Participant: Follow up action(s) required (include due dates of actions): If required, provide details of changes to services, procedures or other actions implemented as a result of complaint: Office use only Complaint closed off by (name):... RTO representative position:... Signature:... Date complaint closed off by RTO representative:... RDNS Ltd RTO #5060 V1.4 RTO Page 6 of 6

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