Complaints and Appeals Policy

看片神器

1. Policy

1.1 If a client has a complaint that they wish to raise with 看片神器 they are听encouraged to do so through the Complaints and Appeals procedure. Clients are also听encouraged to appeal any decision if they feel they have valid grounds via the Appeals听process as per this policy. This includes assessment and RPL decisions. Clients can lodge听a complaint or appeal against any decision made by a third party providing services on听看片神器 behalf, its trainers, assessors or others.

1.2 Clients may lodge informal and formal complaints. Clients may also access Southern听Education internal and the external appeals process.

1.3 看片神器 has a procedure for informal/ formal complaints and internal and external听appeals processing/ handling.

1.4 All complaints and appeals lodged will be used for continuous improvement purposes.

1.5 The General Manager is responsible for implementing this policy and reviewing its听effectiveness in compliance with regulatory guidelines.

1.6 This policy will be implemented in compliance with the requirements of the Standards of听Registered Training Organisations (RTOs) 2015 Standard 6.

1.7 This policy and procedure applies to all 看片神器 clients and staff.

1.8 Clients right to access Australian consumer protection law and other legal remedies is not听affected by this policy and procedure.

1.9 All clients are provided information on Complaints and appeals policy and procedure pre and听post enrolment.

1.10 看片神器 encourages all parties to approach a complaint or appeal with an open听view and to attempt to resolve problems through discussion and conciliation.

1.11 Clients may be accompanied and assisted by a representative at any time.

1.12 Clients鈥� enrolments are maintained whilst an internal complaint or appeal is in progress and听the outcome has not been determined.

1.13 If there is any matter arising from a client complaint or appeal that is a systemic issue which听requires improvement action this will be reported to 看片神器 management听meeting as part of the continuous improvement process.

1.14 The client will incur no cost during the complaints and appeals process unless they seek听external representation.

1.15 Complaints and appeals are taken seriously by 看片神器 and action is commenced听within 5 days of receipt of a complaint or appeal. 看片神器 act upon the outcome听of any complaint found to be substantiated. Appeals must be lodged within 20 working days听of the decision of a complaint process or assessment result.

1.16 Clients are provided the opportunity to lodge their complaint or appeal in writing.

1.17 The principles of natural justice and procedural fairness are consistently applied when听看片神器 is implementing this policy and procedure.

1.18 看片神器 encourages all parties to approach a complaint or appeal with an open听view and to attempt to resolve problems in a fair, unbiased and equitable manner through听discussion and conciliation.

1.19 All complaints and appeals will be handled professionally and confidentially in order to听achieve a satisfactory resolution that is fair, unbiased and equitable to all parties.

1.20 Where a complaint or appeal cannot be resolved through discussion and conciliation, we听acknowledge the need for an appropriate external and independent agent to review the听process implemented by the Institute.

1.21 The following听procedure outlines how clients will have their complaints and appeals听processed.

Further information

看片神器 Complaints and Appeals policy and procedure in no way effects the clients right=听to access consumer affairs legislation and legal representation.

Clients also have the right to contact the VET regulator if they are dissatisfied with the complaints and听appeals process and lodge a complaint against 看片神器.

National VET Regulator

Australian Skills Quality Authority
Web: www.asqa.gov.au
Email: enquiries@asqa.gov.au
Phone: 1300 701 801

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