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Complaints, Grievances and Appeals Policy
- Preamble
- Students of ASPIN – RTO have the right to present a complaint or grievance and to appeal any decisions (including assessment decisions), and to be treated fairly in the process.
- We support informal processes to resolve issues wherever possible, but also have processes to deal with formal complaints, grievances and appeals.
- In dealing with complaints, grievances and appeals ASPIN – RTO will involve complainants in decisions about how to resolve issues, give them reasonable notice of any processes and ensure our decisions are unbiased.
- We will treat all complaints, grievances and appeals in confidence, involving only those who need to know, and only with the complainant's permission.
- Making a Complaint
- If students are dissatisfied with any aspect of their participation, they should first discuss it with their trainer or assessor, or if this is not appropriate with the Training Manager.
- We require all staff and contractors who receive complaints and grievances to attempt to resolve them in a constructive, confidential and timely manner, using processes agreed by the person bringing the issue to them.
- Informal Complaints Process
- An informal process would firstly involve meeting with your trainer, assessor, or the Training Manager to discuss the problem and identify any options for resolution. This may involve that person helping the complainant to identify the problem and possible solutions or helping to deal with any others involved.
- If complainants are not satisfied with the outcome of an informal process, or if you find it difficult to approach people informally, they may submit the issue in writing to the Training Manager and it will be read.
- Formal Complaints Processes
- Formal resolution of a complaint, grievance or appeal involves the following steps.
- Formal complaints, grievances and appeals must be made in writing to the Training Manager.
That person will record full details of the issue, including defining the problem, taking details of others involved and any informal processes already undertaken, recording any relevant events and dates and any suggestions about how the issue could be resolved. Confidentiality and secure records will be maintained. - Processes for resolution will be discussed and agreed with the person who brought the complaint, grievance or appeal.
- The agreed processes will be acted on. It will be conducted in a timely manner as per the timing schedule (5).
- All people involved in the process will be treated fairly and reasonably.
- While the preferred approach is an open, consultative one, sometimes mediation may be required. In that case, an independent person will be appointed.
- Where the issue is about an assessment decision, a re-assessment with another assessor will be offered. The person bringing the complaint, grievance or appeal has the right to be supported by a person of their choice during the process.
- Once a decision has been agreed, it will be discussed with the person bringing the issue forward and put in writing to that person and others as applicable.
- The Training Manager will follow up within an agreed timeframe to ensure the resolution is working.
- The Training Manager will maintain the documentation. The complaint, grievance or appeal and outcome will be recorded, dated and securely filed.
Employees or learners also have the right to take complaints or grievances to external agencies such as the Victorian Equal Opportunity Commission or agencies that deal with vocational education and training complaints – see www.training.com.au - An independent mediator who is acceptable to both parties will be selected. We will select a MEDIATION SPECIALIST ACCREDITED BY THE LAW INSTITUTE OF VICTORIA from the listing on the Law Institute Victoria website at: http://members.liv.asn.au/livweb/mediators.aspx
- Timelines for Formal Complaints
- Formal complaints, grievances and appeals will be investigated within 5 working days.
- The person bringing the complaint, grievance or appeal will be notified within 5 working days of the result of the investigation.
- Any remedies identified during this process will be implemented within a 4 week period.
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