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Complaints and Appeals

COMPLAINT POLICY

1. PURPOSE
The purpose of this procedure is to identify the processes to be followed in the event of a complaint. Where this policy refers to "WH&S More Skills", "the company", or "the RTO", it includes all business names owned by WH&S Training & Assessment Services Pty Ltd i.e. WH&S More Skills, Koolat Safety, and Lifting Skills.

2. SCOPE
This policy has been established by WH&S More Skills as part of the Standards for Registered Training Organisations (RTO) 2015. The scope of this procedure covers all employees of WH&S More Skills and members of the public.

3. INTRODUCTION
WH&S More Skills takes all forms of complaints seriously. If a student complains, we will take a positive and pro-active approach to the issue, and see a complaint as an opportunity to improve our services. We openly encourage positive and negative feedback.

Complaints received will be given due consideration, with full attention to details. The objective will be to find an immediate solution and an amicable settlement for all parties concerned. Any resolution of any dispute between aggrieved parties will be addressed in an open and trusting environment.

4. PROCEDURE
WH&S More Skills have developed these student complaints procedures to:

  • ensure that student disputes are taken seriously, handled professionally and confidentially in order to achieve a speedy resolution
  • ensure that students have a clear understanding of the steps involved in the organisation’s complaints policy
  • provide students with contact details of public, independent authorities who may assist in the event of a dispute

In addition:

  • all staff are advised of the policy and procedures upon induction into the company
  • all changes to these policies and procedures are advised to staff internally, and to our students via our website
  • all current policies and procedures shall at all times be located on our website where students and staff can access them
  • immediately after a student complaint is lodged they are advised by the below process of their right to have the dispute dealt with through the organisation’s internal dispute resolution process

5. COMPLAINTS PROCESS
WH&S More Skills is dedicated to providing a high standard of service. Should you have a complaint you are encouraged to do so by using the following processes:

Complaints are the expression of the dissatisfaction with the quality or any aspect of the business operations and service, including nuisances, discrimination or similar against another person, inclusive of participants, staff and contractors.
The following are examples of any disputes for which you may lodge a complaint:

  • enrolment
  • training delivery
  • training and/or assessment, including recognition of prior learning
  • any other activities associated with the delivery of training and assessment services
  • issues such as discrimination, sexual harassment, participant amenities, etc

Step One: You are encouraged to speak immediately with the staff involved. If no resolution is made or if you are not comfortable addressing the issue with this staff member, you are encouraged to contact the Operations & Compliance Manager at Reception. A formal meeting should either be requested by the student, WH&S More Skills at which time the matter in dispute can be raised and we hope a resolution sought. This meeting can be on the phone, rather than in person.

The Administration Manager will provide the student with a Complaints Form to complete and email to admin@whsmoreskills.com.au. Any other serious formal complaints made against WH&S More Skills or its Agents should be presented in writing to the Administration Manager. Once he/she has considered the complaint, all decisions will be documented and presented either face to face or via email to the student. Notes of the discussion or meeting will be kept on file.

Step Two: If the issue is not resolved you are encouraged to either speak to or contact in writing to a Senior Manager. Outcomes of complaints will be provided to you in writing within ten (10) working days of the decision.

Step Three: Should the matter remain unresolved following step two, the student will have the option to appoint an independent arbitrator (at their own cost) to review the dispute and suggest an amicable resolution.

Step Four: If you are not satisfied with the outcome of this procedure you should be advised of your right to contact the Australian Skills Quality Authority (ASQA) by completing the complaints form at: www.asqa.gov.au/complaints/make-a-complaint---domestic-students/make-a-complaint---domestic-students1.html

 

APPEALS POLICY

1. PURPOSE
The purpose of this procedure is to identify the processes to be followed in the event of an appeal.

2. SCOPE
This policy has been established by WH&S More Skills as part of the Standards for Registered Training Organisations (RTO) 2015. The scope of this procedure covers all employees of WH&S More Skills and members of the public.

3. INTRODUCTION
WH&S More Skills take all appeals seriously. When a student makes an appeal, we take a positive and pro-active approach to the issue, and see an appeal as an opportunity to improve our services. We openly encourage positive and negative feedback.

Appeals are the expression of the dissatisfaction of an assessment result. This would occur when a participant has been deemed not yet competent and does not agree with this decision.

There are various grounds for lodging an assessment appeal. These include, but are not limited to:

  • not being fully informed of the assessment process
  • participant’s needs not taken into consideration
  • the assessment process is different to that outlined by the Trainer/Assessor
  • assessment process not based on training package/unit of competence requirements
  • an inappropriate method used to assess the training package/unit of competency
  • alleged bias of the Trainer/Assessor
  • faulty or inappropriate equipment or facilities

4. PROCEDURE
WH&S More Skills has developed these student appeals procedures to:

  • Ensure that student disputes are taken seriously, handled professionally and confidentially in order to achieve a speedy resolution
  • Ensure that students have a clear understanding of the steps involved in the organisation’s appeals policy

In addition:

  • All staff are advised of the policy and procedures upon induction into the company
  • All changes to these policies and procedures are advised to staff internally, and to our students via our website
  • All current policies and procedures shall at all times be located on our website where students and staff can access them
  • Immediately after a student appeal is lodged they are advised by the below process of their right to have the dispute dealt with through the organisation’s internal dispute resolution process

5. APPEALS PROCESS 
An appeals and reassessment process is an integral part of all training and assessment pathways leading to a nationally recognised qualification or statement of attainment under the Australian Qualification Framework. This means that students have the right to appeal an assessment outcome if they have concerns.

A fair and impartial appeals process is available to all WH&S More Skills students, however if students wish to appeal their assessment result, they are encouraged to discuss the issue with their trainer/assessor first.

If the trainer/assessor is unable to satisfy a student’s concern, and they wish to proceed further with the appeal after discussions with the trainer/assessor, a formal request must be made in writing to the Operations and Compliance Manager outlining the reason(s) for the appeal. The student can do this by email or a letter, but the appeal must be lodged within 10 calendar days after the student was issued with the original results of their assessment.

The Operations and Compliance Manager will then take responsibility for implementing a formal appeals process as discussed above, record the appeal in writing and acknowledge that the appeal has been received.

Step 1: The assessment is to be reviewed by a different Assessor and the results of the review summarised on the Assessment Appeals Form. The Operations and Compliance Manager will provide the student with a Appeals Form to complete and email to admin@whsmoreskills.com.au. Any other serious complaints, made against WH&S More Skills or its Agents should be presented in writing to the Operations and Compliance Manager. The student will be advised of the outcome of the appeal within ten (10) working days of the appeal being lodged.

Step 2: If still not satisfied with the outcome of the appeal, your appeal is to be reviewed by a Director. The Director will send an acknowledgement letter to you, recording the receipt of the Assessment Appeals Form, then review. The Director if necessary will convene a review panel to thoroughly examine the appeal.

(You are to be advised of the outcome within ten (10) working days).

Step 3: If you are not satisfied with the outcome of this you have the right to contact the Australian Skills Quality Authority (ASQA) by completing the complaints form at: www.asqa.gov.au/complaints/make-a-complaint---domestic-students/make-a-complaint---domestic-students1.html

All actions during the appeals resolution process will be documented and recorded, and the student will receive copies of all relevant documents.
WH&S More Skills will make every effort to settle the appeal to both the student's and the organisation's satisfaction.

 

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