The purpose of this policy and procedure is to outline Global Training Academy’s approach to managing dissatisfaction, formal complaints and appeals of students, clients, staff and other members of the community. It provides a transparent approach for all complaints and appeals to be addressed in a fair, efficient and confidential manner.
This policy and procedure ensures compliance with Standard 6 of the Standards.
Appeal means a request for a decision made by Global Training Academy to be reviewed
Complaint means a person’s formal expression of dissatisfaction with any product or service provided by Global Training Academy
Services means training, assessment, related educational and support services and/or activities related to the recruitment of prospective learners. It does not include services such as student counselling, mediation or ICT support
Standards means the Standards for Registered Training Organisations (RTOs) 2015 from the VET Quality Framework
- Global Training Academy responds to all allegations involving the conduct of:
- The RTO, its trainers and assessors and other staff.
- Any third party providing Services on behalf of Global Training Academy.
- Any student or client of Global Training Academy.
- Complaints may be made in relation to any of Asset Group Training’s services and activities such as:
- the application and enrolment process
- marketing information
- the quality of training and assessment provided
- training and assessment matters, including student progress, student support and assessment requirements
- the way someone has been treated
- the actions of another student
- Appeals should be made to request that a decision made by Global Training Academy is reviewed. Decisions may have been about:
- course admissions
- refund assessments
- response to a complaint
- assessment outcomes / results
- other general decisions made by Global Training Academy
- Global Training Academy is committed to developing a procedurally fair complaints and appeals process that is carried out free from Global Training Academy, following the principles of natural justice.
- Through this policy and procedure, Global Training Academy ensures that complaints and appeals:
- Are responded to in a consistent and transparent manner.
- Are responded to promptly, objectively, with sensitivity and confidentiality.
- Are able to be made at no cost to the individual.
- Are used as an opportunity to identify potential causes of the complaint or appeal and take actions to prevent the issues from recurring as well as identifying any areas for improvement.
- Global Training Academy acknowledges the need for an appropriate independent party to be appointed to review a matter where this is requested by the complainant or appellant and the internal processes have failed to resolve the matter.Costs associated with independent parties to review a matter must be covered by the complainant/appellant unless the decision to include an independent party was made by Global Training Academy Individual pays the cost associated with this arrangement. The independent party recommended by Global Training Academy is XXXXXX (note this can’t be ASQA) who have a cost of $XXXX per matter, however complainants and appellants are able to use their own external party at their own cost.
- Complaints and appeals should be made in writing using the Complaints and Appeals Form, or other written format and sent to Global Training Academy’s head office at Suit 17, 41-45 Rickard Road Bankstown NSW 2200 attention to the Chief Executive Officer.Appeals must be made within 30 calendar days of the original decision being made. When making a complaint or appeal, provide as much information as possible to enable Global Training Academy to investigate and determine an appropriate solution. This should include:
- The issue you are complaining about or the decision you are appealing – describe what happened and how it affected you.
- Any evidence you have to support your complaint or appeal.
- Details about the steps you have already taken to resolve the issue.
- Suggestions about how the matter might be resolved.
- Some or all members of the management team of Global Training Academy will be involved in resolving complaints and appeals as outlined in the procedures. Where a third party delivering Services on behalf of the RTO is involved, they will also be included in the process of resolving the complaint or appeal.
- Where a student chooses to access this policy and procedure, Global Training Academy will maintain the student’s enrolment while the complaints/appeals handling process is ongoing.
- Complaints and appeals will be finalised within 60 calendar days unless there is a significant reason for the matter to take longer. In matters where additional time is needed, the complainant or appellant will be advised in writing of the reasons and will be updated weekly on the progress of the matter until such a time as the matter is resolved.
- Global Training Academy will maintain a record of all complaints and appeals and their outcomes on the Complaints and Appeals Register.
- Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.
|A. Receive and acknowledge complaint
||CEO or GM|
|B. Investigate the complaint
||CEO or GM|
|C. Advise of the outcome and update records
||CEO or GM|
|D. Receive and acknowledge appeal
||CEO or GM|
|E. Respond to assessment appeals
||CEO, or GM|
|F. Respond to appeals against non-academic decisions
||CEO, OR GM|
|G. Advise appellant of the outcome and update records
||CEO, or GM|
|H. External complaint or appeal
|Document No. & Name:||SC14 Complaints & Appeals Policy|
|Quality Area:||SC Students & Clients|
|Author:||CEO, Global Training Academy|
|Approved By:||CEO, Global Training Academy|
|Review Date:||1 year after approval|
|Standards:||Standard 6, Clause 6.1, 6.2, 6.3, 6.4, 6.5 & 6.6|