Complaints and appeals policy
3.7 Complaint Policy
A complaint procedure is available to all persons wishing to make a complaint, appeal or any other manner of objection in relation to the conduct of Industry Training Services. The complaint procedure will address both formal and informal complaints. All formal complaints must be submitted in writing to ITS management. Receipt of the complaint will be acknowledged as soon as practical. The complaint will then be heard and addressed, including a response to the aggrieved person, within five (5) working days of receipt.
Industry Training Services management will maintain a complaint register to document the course of action and resolution of all formal complaints. All complaints substantiated by the complaint procedure will be reviewed as part of the Industry Training Services continuous improvement procedure.
It is the responsibility of ITS management to ensure adherence to the complaint procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the complaints procedure and providing access to complaint forms.
A student may lodge a complaint regarding the RTO; Third Party; Subcontractor; another student or Trainer. There is also provision for any and all interested stakeholders to make a complaint if they feel aggrieved. For example, a Trainer may lodge a complaint against a student.
3.8 Appeal Policy
The Industry Training Services appeal process is concerned with the students right to request a change to the decisions or processes of an official nature, usually in relation to the academic or procedural matters.
In the case of a student’s appeal against specific assessment decisions, the student should first discuss the decision(s) with the relevant trainer or assessor and request re-evaluation. The trainer or assessor will hear the students appeal, make fair judgement to the best of their ability as to whether change(s) are required and then discuss their final decision with the student.
If the student is still dissatisfied with the trainer or assessor’s decision, they have the right to take the appeal to the management team. The formal notice of appeal is required to comply with the following principles upon submission to management:
- The notice of appeal should be in writing and the appeals form completed and addressed to the Industry Training Services for referral to the management team.
- The notice of appeal must be submitted within five (5) days of notification of the outcome of the trainer or assessor’s re-evaluation process.
- If the appeal is not submitted within the specified timeframe the original result will stand. If a student’s appeal needs to be deferred due to emergency circumstances, such as in the case of serious illness or injury., a medical certificate supporting the case must be forwarded to management. The notice of deferral must be submitted within three (3) working days of the conclusion date displayed in the medical certificate.
It is the responsibility of ITS management to ensure adherence to the appeal procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the appeal procedure and access to appeal forms.
All appeals will be reviewed and the monthly management meeting and, if appropriate, outcomes will be incorporated into a continuous improvement process.
ITS Complaints and Appeals procedure can be requested at any time and is also made publicly available through our website.