Support Complaints and Appeals Policy and Procedures

Student Support · Policy

Complaints & Appeals Policy and Procedures

Australian Training Academy — Di Pacci Coffee Company, RTO 45805. Compliant with the Standards for Registered Training Organisations (RTOs) 2015, clauses 1, 5 and 6.

Preamble

The Di Pacci Coffee Company, RTO 45805, aims to provide a positive and rewarding learning experience for all participants. Our organisation will ensure that our current students receive structured support to assist them to achieve successful learning outcomes.

All members of The Di Pacci Coffee Company, students, and anyone conducting business on behalf of the Di Pacci Coffee Company are expected to behave in a respectful manner to others and respect the variety of views found in our multicultural society. The Di Pacci Coffee Company — its trainers, assessors and other staff; any third party providing services on its behalf; and learners of The Di Pacci Coffee Company — are subject to the requirements of these processes in managing and responding to complaints and appeals.

Purpose

This policy covers areas of Disability and Workplace Harassment, and ensures compliance with Standards 1, 5 and 6 of the Standards for Registered Training Organisations (RTOs) 2015. The clauses are as follows:

Clause 1.7 — The RTO determines the support needs of individual learners and provides access to the educational and support services necessary for the individual learner to meet the requirements of the training product as specified in training packages or VET accredited courses.
Clause 5.4 — Where there are any changes to agreed services, the RTO advises the learner as soon as practicable, including in relation to any new third-party arrangements, a change in ownership, or changes to existing third-party arrangements.
Clauses 6.1–6.6

6.1. The RTO has a complaints policy to manage and respond to allegations involving the conduct of:

  1. the RTO, its trainers, assessors or other staff;
  2. a third party providing services on the RTO's behalf, its trainers, assessors or other staff; or
  3. a learner of the RTO.

6.2. The RTO has an appeals policy to manage requests for a review of decisions, including assessment decisions, made by the RTO or a third party providing services on the RTO's behalf.

6.3. The RTO's complaints and appeals policies:

  1. ensure the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process;
  2. are publicly available;
  3. set out the procedure for making a complaint or requesting an appeal;
  4. ensure complaints and requests for an appeal are acknowledged in writing and finalised as soon as practicable; and
  5. provide for review by an appropriate party independent of the RTO and the complainant or appellant, at the request of the individual making the complaint or appeal, if the processes fail to resolve the complaint or appeal.

6.4. Where the RTO considers more than 60 calendar days are required to process and finalise the complaint or appeal, the RTO:

  1. informs the complainant or appellant in writing, including reasons why more than 60 calendar days are required; and
  2. regularly updates the complainant or appellant on the progress of the matter.

6.5. The RTO:

  1. securely maintains records of all complaints and appeals and their outcomes; and
  2. identifies potential causes of complaints and appeals and takes appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence.

6.6. Where the RTO is an employer or a volunteer organisation whose learners solely consist of its employees or members, does not charge fees for the training and/or assessment, and does not have in place a specific complaints and appeals policy in accordance with Clauses 6.1 & 6.2, the organisation has a complaints and appeals policy which is sufficiently broad to cover the services provided by the RTO.

Definitions

Case Officer

A nominated officer who has the skills to support a student in their qualification with the RTO.

Student Learning Plan

A plan developed by RTO personnel in consultation with the student or student stakeholders to document strategies that support the student's achievement of short- and long-term goals.

Student Handbook

A separate document that provides a complete explanation of the roles and rights of the RTO and the student.

Record

A written, printed or electronic document providing evidence that activities have been performed.

Learner

A person being trained and/or assessed by the RTO for the purpose of issuing AQF certification documentation.

Responsibilities

All staff must ensure that their activities comply with this policy and procedures, and must:

  • gather information on students' special needs (including anything related to physical ability, cultural background or educational background);
  • ensure that the TAS for each educational offering considers students' individual needs and documents strategies for the provision of support required;
  • provide information to students about support services, including support available if they find the course difficult;
  • ensure students receive support for the use of any required technology and can access learning resources;
  • ensure students know how to make a complaint about their training or support services if they are not satisfied;
  • ensure students are informed whenever any of the agreed services are changed;
  • acknowledge complaints and appeals in writing and record them, dealing with them fairly, efficiently and effectively, and finalising appeals as soon as practicable;
  • ensure the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process;
  • securely maintain records of all complaints and appeals and their outcomes; and
  • review complaints and appeals to identify potential causes and take appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence.

Where The Di Pacci Coffee Company determines that more than sixty (60) calendar days are required to process and finalise the complaint or appeal, it will inform the complainant or appellant in writing (including the reasons why), and regularly update them on the progress of the matter.

Procedures for developing a Student Learning Plan

1
Ensure the student has been given the "Is this the course for you – check sheet".
2
On completion of enrolment, assign the student a Case Officer, whose role is to support the student through their course of study.
3
Review available information — including the enrolment form and any correspondence from the learner — to determine if and what kind of support may be required.
4
Discuss with the learner the areas of concern where support may be required.
5
Accurately identify the level of support required using self-assessment, validated tools that map to the ACSF, or experts within the field of concern.
6
Develop strategies in consultation with the learner to address the areas where gaps have been identified.
7
Document the strategies on the Student Learning Plan.
8
Disseminate relevant information to relevant RTO personnel prior to implementing the Student Learning Plan.

Procedures for monitoring the Student Learning Plan

1
Refer to the learning plan to identify key personnel involved in the support process, including any third parties.
2
Review student progress against the timelines documented on the learning plan.
3
Consult with the learner and document the feedback provided on the learning plan.
4
Document any variations to the learning plan.
5
Ensure the results of the support provided are documented prior to closure of the student's case.

Procedures for managing complaints

Ensure that the procedure for managing complaints is publicly available on the RTO website, in the Student Handbook, and/or displayed in common areas accessed by students.

1
When any staff member becomes aware of a complaint about the RTO, third parties, any staff member or other students, ensure the person is aware the RTO has a policy and procedure for dealing with complaints, and offer to provide information on the complaint-handling process.
2
If a person wishes to make a complaint, inform the relevant administrative personnel or access the RTO complaints form, and arrange a quiet place where the form can be completed discreetly without the complainant feeling pressured.
3
Offer support to the complainant in completing the complaint form if required or requested.
4
Lodge the completed complaint form with the relevant RTO administrative personnel and inform the RTO Training and Compliance Manager.
5
The RTO officer signing off on the complaint form is responsible for ensuring the complaint is satisfactorily resolved, and must document it on the Complaint Record Sheet.

Procedures for managing student appeals

Ensure that the procedure for managing student appeals is publicly available on the RTO website, in the Student Handbook, and/or displayed in common areas accessed by students.

1
If a student wishes to appeal a decision made by the RTO, inform the student of their right to appeal and contact the RTO Training and Compliance Manager.
2
The RTO Training and Compliance Manager must document the appeal on the student file.
3
Gather and document information on the basis of the appeal and consider the case details against the Principles of Assessment and Rules of Evidence.
4
Where breaches of the Principles of Assessment or Rules of Evidence have occurred, rectify the situation by consulting with the student on a fair and equitable process for an extension of time to complete, reattempt or resubmit any assessment requirements.
5
The RTO Training and Compliance Manager shall inform the student of the outcome of the appeal within three (3) business days and explain the basis of the RTO's decision.
6
If the student remains dissatisfied, the RTO Training and Compliance Manager shall escalate the appeal to the General Manager, who will consider the case details and inform the student of the decision and its basis within three (3) business days.
7
If the processes fail to resolve the complaint or appeal, the RTO shall arrange for review by an appropriate party independent of the RTO and the complainant or appellant, at the request of the individual making the complaint or appeal.
8
Information on further action the student can pursue must be provided, including details for contacting the VET Regulator.

Need to raise a complaint or appeal? Contact us or call (02) 9758 0760. See also our Student Handbook and Charges, Fee Protection & Refunds policy.