Complaints and Appeals Policy
Purpose
The purpose of this policy is to outline the process AbSec Learning & Development Centre (LDC) has for complaints and appeals received from training participants, employers or other parties about training and assessment activities undertaken by AbSec LDC.
The procedures you will need to be aware of and follow in the event of a complaint or appeal are as follows.
Definitions
AbSec LDC defines a complaint as an expression of dissatisfaction with any aspect of the service or training we have provided. It is distinct from feedback where a client, student or other person or agency gives advice or comment on what the organisation does or the service delivered.
Natural justice and procedural fairness are used to ensure that decision making is fair and reasonable. It underpins the rights of all parties to be heard and informed without bias.
Appeals are regarded as a formal request for a change in or a confirmation of a decision. Appeals can be made in regards to an assessment decision or in regards to the initial outcome of a complaint.
AbSec LDC will deal with any complaints ensuring the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process. Complaints are handled in a constructive, timely, fair and equitable manner which is easily accessible, transparent and offered to complainants at no charge. All students are encouraged to resolve their complaint informally as the first step.
However, should the student deem that informal resolution is not possible, not appropriate or unsatisfactory they may submit a formal complaint, using the Student Complaints and Appeals Form.
Policy statement
- AbSec LDC manages complaints and appeals in a confidential and timely manner and this is in accordance with its complaints and appeals
procedures and processes. - AbSec LDC complaints procedure is maintained by the Manager, LDC who retains a “Complaints Register” that documents the complaint and its
outcome. Whilst initial complaints may be provided verbally, all official complaints and appeals must be made in writing using the Complaints and Appeals Form. - Training participants need to be aware of and follow the following procedures in the event of a complaint or appeal. No complaint or appeal will result in any discriminatory action against the complainant or appellant. In the event that training concerns or issues are raised, the following process will be followed:
a) All complaints or appeals shall be documented and shall be recorded in the AbSec LDC Continuous Improvement Register’s Complaints or Appeals section.
b) Any complaint or appeal will be acknowledged in writing and the results of any complaint or appeal will be responded to in writing.
c) The complainant will be advised of the complaints process and actions towards resolution.
d) Any issues that are raised by training participants and / or trainers / assessors shall be treated in a confidential manner that respects privacy principles at all times.
e) Within 7 working days of receiving a written complaint or appeal, an acknowledgment will be sent to the complainant or appellant stating:
• Who is investigating the complaint or appeal;
• Identifying action to be taken within 14 working days; and
f) A resolution within 20 working days will occur unless an agreement with the complainant or appellant is provided for an extension.
g) The complainant or appellant has a right to formally present their case.
h) AbSec Learning and Development Centre will determine the best person to investigate the complaint. Should the complainant voice concern about the investigator, then an agreement will be reached for an alternative person to investigate.
i) Where appropriate, any concerns or issues will be raised with the person directly involved in the first instance. Any issue or concern raised will include a statement of possible resolution. The persons involved will use their best endeavors to reach a satisfactory solution. The Director CEO will be informed of the proposed resolution.
j) If no resolution can be achieved to the complaint or appeal, the complainant or appellant and AbSec LDC shall agree to a mediator who will mediate a resolution. The mediator’s decision will be final.
k) The complaint register will be completed when the complaint or appeal is finalised.
Assessment appeals
The participant wishing to appeal the assessment results will have to contact AbSec LDC within 20 days of receiving their assessment results. AbSec LDC will manage all appeals as they occur. All appeals must be made in writing using the Student Complaints and Appeals Form. Upon receipt of the appeal, AbSec LDC will:
- Record the appeal in the appeals register including the date received, student name, details of the course, unit of competence and assessment to which the appeal relates.
- Offer the participant the opportunity to present their case to the assessor responsible for marking the assessment.
- If not resolved, an alternate trainer should be consulted to review the decision.
- If still not resolved, a meeting should occur between the participant and/or participant representative, assessor, alternate assessor and Manager, LDC within
14 days. - Ensure the meeting will have the following agenda:
• Identify the details of the appeal.
• Include relevant documents such as assessment, unit of competence, etc.
• Agreeing on actions (note also the provision for reassessment upon appeal will be provided).
• Time frames implemented for the agreed action/s.
• Monitoring of the agreed actions to check that the participant who appealed the assessment has received written notice of the appeal meeting’s outcome within another 14 days. - Keep all records of the participant’s assessment work, meeting and agreed outcomes etc. for the next external audit.
- Keep a record of the appeal and the outcome in a separate ‘Appeals’ file.
- If the appeal remains unresolved, an external trainer/assessor with the relevant industry knowledge should be consulted.
- AbSec has an arrangement with the Association of Children’s Welfare Agencies to assist with any appeals that arise.
External review
If, at the conclusion of all college-based complaint and appeal processes, the student remains dissatisfied with the complaint resolution, they may lodge a request for an external review with Resolution Institute which provides independent reviews of decisions and
processes undertaken by the college.
In this case, students will be referred to Resolution Institute:
Level 1 and 2 13-15 Bridge
Street SYDNEY NSW 2000
Free call: 1800 651 650
