Complaints and appeals policy and procedures

Version 1.2 | 26-02-2018

This policy and procedures applies to students who are currently enrolled with us in a Tertiary Course and are in continuing general-attendance within the course study period (or within an extended study period – if the extension has been approved by us).

Definitions

Complaints can arise when allegations or grievances are raised about the conduct or decisions of:

  1. our organisation, trainers, assessors or other staff; or
  2. a third party providing services on our behalf, its trainers, assessors or other staff; or
  3. a current fellow student.

Appeals can arise when a person disagrees with a decision about a complaint.

Complaints and appeals policy

  1. Details of our complaints and appeals policy and procedures are made available to prospective students prior to their enrolment.
  2. If a current student decides to access our complaints and/or appeals processes, their enrolment status will be maintained while the complaints and appeals processes are ongoing.
  3. All attempts will be made by us to resolve a complaint internally with the parties concerned.
  4. We will only act on a complaint or appeal:
    • if the student is currently enrolled (as stated above);
    • if the complaint or appeal can be reasonably substantiated; and
    • the complaint or appeal is not vexatious, frivolous or baseless.
  5. The complainant will not be liable for internal or external costs associated with taking complaint or appeals action – unless we specifically advise otherwise.
  6. A person has the right to appeal any decision made by us if they are unsatisfied with the outcome.

Complaints procedure 

  1. Where the complaint is of a personal / interpersonal nature, the complainant should attempt to resolve the grievance by discussing the matter with the person or persons who is/are the cause of the complaint. Should the issue remain unresolved, the complainant should, within seven days of raising their complaint, lodge a formal complaint with the RTO Manager using the approved complaints and appeals form.
  2. For all other types of complaints, the complainant should first contact an appropriate staff member to discuss the issues and attempt to resolve the grievances informally. Should the issue remain unresolved, the complainant should, within seven days of raising their complaint, lodge a formal complaint with the RTO Manager using the form: FORM Complaints and appeals F006, which is available to students in our online student systems.
  3. If the matter is unresolved, within 10 days of receiving a formal complaint, the RTO Manager will arrange for the matter to be discussed, with the intention of resolving the complaint, with:
    • the complainant;
    • the complainant is permitted to be supported or represented by another person of their choice in any subsequent discussion, and the complainant is liable for the costs of representation by another person;
    • the Chief Flying Instructor (chairperson); and
    • any other relevant person(s).
  4. Minutes of the discussion, including any decisions and agreements made, will be made by the RTO Manager and distributed to all parties within 7 days of the meeting.

Appeals procedure (external)

If the Complaints procedure (above) has been fully conducted and the complaint has not been resolved to the satisfaction of the complainant:

  1. The complainant may, within 7 days of being advised of the decision, lodge a formal appeal with the RTO Manager using the form: FORM Complaints and appeals F006, which is available to students in our online student systems.
  2. The RTO Manager will, with 10 days or receipt of the appeal, appoint an appropriate legal or independently impartial person/party to act as an objective and impartial arbitrator.
  3. The complainant is permitted to be supported or represented by another person of their choice in any subsequent discussion, and the complainant is liable for the costs of representation by another person.
  4. The Arbitrator will reach a determination that shall be binding, and convey their finding in writing (including reasons) to all parties involved.
  5. Where we consider more than 60 calendar days are required to process and finalise a complaint, the complainant will be:
    • informed in writing, including reasons why more than 60 calendar days are required; and
    • regularly updated on the progress of the matter.
  6. If the complainant believes their case was inappropriately handled by us, they reserve the right to lodge a formal complaint (as appropriate) with:

General procedures

  1. The RTO Manager must ensure that all correspondence related to the complaint is securely retained on our electronic file system.
  2. Parties who have used the complaints procedures may access records relating to that complaint by request in writing to the RTO Manager.
  3. The RTO Manager must identify any potential cause(s) that led to the complaint and immediately take appropriate corrective action to eliminate or mitigate the likelihood of a re-occurrence.