Haley College believes that all clients, trainees/student and employees have a right to
- Appeal against any decision.
2. Scope
This policy applies to all Haley College staff and trainees/student. Trainers in particular should have a clear understanding of this policy and procedure so that they can provide accurate and timely information to trainees/student.
3. Policy
To ensure that appeals are resolved appropriately.
Appeals
3.1. The complaints policy and procedure is designed to provide the trainee with an understanding of the process to raise any issues or concerns in regards the training program to the employer and Haley College
3.2. If a trainee/staff member has an issue in relation to any aspect of the trainees/student such as problems with:
3.3. The appellant should complete a corrective action sheet (kept in hallway on bookcase) and identify the following issues.
3.4. If the appellant is unable to satisfactorily resolve the issue they should then formally record their complaint and forward their complaints to the C.E.O of Haley College. All complaints brought to the attention of the company (verbal or written format) will be recorded on a Complaints Record form and retained in relevant files. The appellant should:
3.5. The appellant will receive a communication from Haley College to discuss the complaint within 24 hours of receipt of the complaint and action to resolve the complaint will commence immediately.
3.6. If, after this process, or at any stage through this process the appellant has the right to resolve any complaint or appeals externally. If this is the case, an committee of independent industry training representatives or qualified industry experts will be provided to act as an objective party in order to negotiate a resolution, this committee will have a 3 persons – independent of the RTO itself or its employee’s.
3.7. The appellant will be given the opportunity with a representative to present his or her case of complaint
3.8. Each complaint and appeal and its outcome is recorded in writing by the C.E.O and appellant on a corrective action report.
3.9. The outcome of all complaint, actions taken and reasons for decisions taken, will be provided in writing to the appellant, a copy of this will be placed in appellant’s file by the C.E.O.
3.10. The appellant is encouraged to provide feedback on satisfaction with the outcome and management of the complaint/appeal by C.E.O.
3.11. If the matter is still not resolved, participants may be advised to take their grievances to legal avenues, the Anti-Discrimination Board, Consumer Affairs or other bodies as appropriate.
The appellant has the right to request for an external body to hear any appeals or complaints, to access this external body the following details are provided: Australian Council for Private Education and Training (ACPET).
3.12. If the appellant is still unhappy with the outcome, sources of complaint may be directed to:
3.13. A complaints and appeals register will be maintained by C.E.O. and where relevant referred to continuous quality improvement committee for inclusion on quality activities.
3.2. If a trainee/staff member has an issue in relation to any aspect of the trainees/student such as problems with:
- quality or timing of training
- quality, process or timing or outcome of assessments
- lack of direction or support
- discrimination by a trainer or assessor
- issues in regards training and workplace health and safety
- Assessment outcomes and processes.
- other such issues relating to any aspect of the trainees/student
3.3. The appellant should complete a corrective action sheet (kept in hallway on bookcase) and identify the following issues.
- Discuss the problem with their trainer, manager or Course Coordinator where appropriate.
- Keep objective notes of the problem and discussion details
- Clarify that notes taken are a correct record of details
- Record action to be taken by parties concerned
3.4. If the appellant is unable to satisfactorily resolve the issue they should then formally record their complaint and forward their complaints to the C.E.O of Haley College. All complaints brought to the attention of the company (verbal or written format) will be recorded on a Complaints Record form and retained in relevant files. The appellant should:
- outline the specific nature of their complaint,
- parties concerned,
- dates relating to these issues,
- actions undertaken to date to resolve the issues and/or concerns.
3.5. The appellant will receive a communication from Haley College to discuss the complaint within 24 hours of receipt of the complaint and action to resolve the complaint will commence immediately.
3.6. If, after this process, or at any stage through this process the appellant has the right to resolve any complaint or appeals externally. If this is the case, an committee of independent industry training representatives or qualified industry experts will be provided to act as an objective party in order to negotiate a resolution, this committee will have a 3 persons – independent of the RTO itself or its employee’s.
3.7. The appellant will be given the opportunity with a representative to present his or her case of complaint
3.8. Each complaint and appeal and its outcome is recorded in writing by the C.E.O and appellant on a corrective action report.
3.9. The outcome of all complaint, actions taken and reasons for decisions taken, will be provided in writing to the appellant, a copy of this will be placed in appellant’s file by the C.E.O.
3.10. The appellant is encouraged to provide feedback on satisfaction with the outcome and management of the complaint/appeal by C.E.O.
3.11. If the matter is still not resolved, participants may be advised to take their grievances to legal avenues, the Anti-Discrimination Board, Consumer Affairs or other bodies as appropriate.
The appellant has the right to request for an external body to hear any appeals or complaints, to access this external body the following details are provided: Australian Council for Private Education and Training (ACPET).
3.12. If the appellant is still unhappy with the outcome, sources of complaint may be directed to:
- The New Apprenticeship complaint line on 1300 367 847 or
- Office of Tertiary Training and Education at the Higher Education and Regulation division on 9637 2775
3.13. A complaints and appeals register will be maintained by C.E.O. and where relevant referred to continuous quality improvement committee for inclusion on quality activities.
4. Evaluation
All complaints and appeals will follow the process outline above, deviations will be documented. Policy and procedure reviewed annually based on documented variances.
