Complaints Policy
Complaints Policy
Purpose is to ensure that:
- Train Now follows the principles of fairness and natural justice in dealing with all complaints and grievances;
- students have a clear understanding of the steps involved in reporting a complaint or grievance;
- reassure students that any complaints or grievances will be taken seriously.
Policy:
All students of Train Now have the right to raise any complaints or grievances without fear of retribution or threat to continuation of service.
All students will be provided with assistance in reporting complaints or grievances.
All complaints or grievances will be treated seriously and will be responded to quickly and confidentially in writing.
All complaints and requests for an appeal are acknowledged in writing and finalised as soon as practicable.
A secure record will be kept of all complaints, grievances or appeals and maintained and a copy placed into the individual staff or students file.
Train Now recognises the right of all staff & students to seek the assistance of an external organisation to resolve the complaint, grievance or appeal.
All complaints and grievances will be treated as opportunities for improvement and actioned as part of Train Now Continuous Improvement.
Train Now will process and finalise all complaints and appeals within 60 calendar days and will inform the complainant or appellant in writing and provide regular updates to the ccomplainant or appellant on the progress of the matter within this time.
Train Now will 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.
Advice to students
The Student Handbook will:
- Refer to the Complaints Policy
- Provide information on how to submit a complaint
Upon request, staff will:
- Explain to students the steps involved in submitting a complaint or grievance
- Provide the contact details for the Complaints Officer
- Provide a Complaints Lodgement Form
Local Level Resolution
- Train Now encourages open communication and an environment of trust. Any person with a complaint or grievance is encouraged to raise the matter directly with the other party concerned.
- If the matter has resulted from a classroom or training incident, the participant should attempt to resolve the issue through discussion with the trainer at the end of the session.
Resolution by Management
- Should the matter remain unresolved, the student is encouraged to submit a Complaints Lodgement Form.
- Complaints will be handled by an appropriately designated person depending upon the nature of the complaint, staff availability and the staff member/s referred to in the complaint.
You may also choose to lodge a complaint with the RTO registering body, ASQA by calling 1300 722 603 or with the relevant state Training Ombudsman.