Purpose

Risk Training Professionals (RTP) is committed to providing an equitable and fair training and learning environment where the views of all stakeholders are valued, listened to, and acted upon as appropriate, in line with RTP’s commitment to continual improvement.

RTP acknowledges that there may be instances where learners and other stakeholders may be dissatisfied with the conditions experienced in the training and learning environment and may need to access RTP’s Complaints and Appeals process.

RTP recognises that the Complaints and Appeals Policy and Procedure is an important source for collecting valuable feedback from stakeholders and aims to resolve identified matters practically and equitably, avoiding escalation where possible. RTP is committed to providing an effective, efficient, timely, fair and confidential complaints handling procedure for all stakeholders.

Scope

This policy covers the requirements specified in the Standards for Registered Training Organisations 2015 (1.7, 5.4, 6.1-6.6).

This policy and procedures apply to all stakeholders of RTP, as well as those seeking to enrol in our training courses.

Policy

RTP will ensure that:

  • All stakeholders are informed in writing, through the website, of the RTP Complaints and Appeals Process and their right to take their complaint to an independent body if they wish to do so.
  • All complaints and appeals received will be recorded, acknowledged, and dealt with fairly, efficiently, and effectively.
  • Each party to the complaint or appeal will be regularly updated on the progress of the matter.
  • Each party to the complaint or appeal has the right to be accompanied by a third party, such as a family member, friend, or counsellor, at any meeting.
  • Each party will have the opportunity to present their case at each stage of the procedure and have their case considered free of discrimination, harassment, or victimisation.
  • At all stages of the process, discussion related to the complainant and the appeal will be recorded in writing. Reasons and a full explanation for the decisions and actions will be provided to the complainant and respondent in writing.
  • Where RTP considers that more than 60 calendar days are required to process and finalise the complaint or appeal, the Director will inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required and will regularly update the relevant parties on the progress of the matter.
  • Records of all grievances will be kept for a period of five (5) years to allow all parties to the grievance appropriate access to these records. These records are strictly confidential and will be stored in a restricted folder within RTP’s document retention system. Access to these records may be requested by writing to the Director at tom.barham@risktrainingprofessionals.com
  • A complainant will have access to the internal stages of the complaint procedure at no cost. Costs for the external appeal will be shared equally by RTP and the complainant.

Definitions

  • The Complainant – the person making the complaint
  • The Appellant – the person lodging the appeal
  • Resolution – the process of resolving something, such as a problem or dispute
  • Stakeholders – learners, staff and those seeking to enrol
  • A complaint – a verbal or written expression of dissatisfaction with any of RTP’s services, processes and/or activities.
  • An appeal – a submission to dispute a decision made by RTP. It can include an appeal against a decision made about a complaint and/or an assessment result. This is a formal process and must be lodged in writing.
  • Informal complaint – the initial step in expressing dissatisfaction with the service, process, and/or activities provided by RTP. It is the first opportunity to discuss and attempt to resolve the issue with the relevant staff or person.
  • Formal complaint – if an informal complaint has been raised and the matter has not been resolved to the satisfaction of the complainant, or it is not appropriate to discuss the issues with the staff/person involved, then the next step is to lodge a formal written complaint.
  • Internal appeal – if the stakeholder, including a learner, is dissatisfied with the outcome of a formal complaint, they can appeal against a decision.
  • External complaint – if the stakeholder, including a learner, is dissatisfied with the outcome of an internal appeal, the complainant can lodge an external complaint.
  • Procedural fairness – acting fairly in administrative decision making.
  • Natural justice – the right to be made aware of, and respond to, information that will be used in the course of a decision.

Procedure

RTP acknowledges that learners may need to access the complaints and appeals process before and/or during the time they are enrolled in one of our courses.

Complaints could arise, but are not limited to the following matters:

  • The quality of information received at the time of enrolling in one of our courses
  • Experiences with our Trainers and Assessors
  • Experiences with bullying, harassment, or discrimination
  • Experiences with other staff within RTP
  • Another learner
  • A third-party providing services on behalf of RTP, its trainers, assessors, or other staff, if applicable

Appeals could arise from:

  • Outcomes of complaints
  • Assessment results
  • Payment of course fees

Procedural Fairness and Natural Justice

RTP will ensure the principles of procedural fairness and natural justice are applied to any complaint or appeal received, and any subsequent investigation that may occur. To do this, RTP will:

  • Be transparent in all interactions with the person/s lodging the complaint or appeal, whether formal or informal
  • Communicate in a timely manner with the person/s lodging the complaint or appeal
  • Outline any reasons for decisions being made
  • Provide an overview of the investigation method/s followed during the investigation
  • Seek to engage an independent investigator, if required
  • Provide the person/s lodging the complaint or appeal with additional avenues to escalate their complaint or appeal, should this be required
  • Provide the person/s making the complaint or appeal with reasonable opportunity to state their case and any extenuating circumstances before a decision is made. This includes RTP providing the person making the complaint or appeal aware of the investigator’s preliminary views and provide them with an opportunity to respond.

Informal complaints procedure

  • RTP encourages open communication and an environment of trust. Complainants are encouraged to resolve concerns or difficulties informally with the person(s) concerned in the first instance (for example, with their course trainer).
  • Should a resolution not be obtained following informal attempts, the complainant is encouraged to follow the formal complaints procedure.

Formal complaints procedure

  • A formal complaint can be submitted using the Complaints and Appeals Form, to the Director by contacting them at tom.barham@risktrainingprofessionals.com
  • When the Director receives your complaint, you will be sent a written statement acknowledging receipt of the complaint. This will be sent to you within 24 hours of the complaint being received.
  • The Director will investigate and assess the complaint, determine the outcome and advise both parties, in writing, of the decision and outcomes within ten (10) working days.
  • Where a matter is involved, requires additional research, and/or investigation, and RTP considers more than sixty (60) calendar days are required to process and finalise the complaint, the Director will inform the complainant in writing, including reasons why more than sixty (60) calendar days are required and will regularly update the relevant parties on the progress of the matter.
  • Should the matter remain unresolved, the complainant is to be advised that they have the right to refer the matter to any external authority/agency who may be relevant to their complaint.
  • The following external agencies are nominated in the first instance as relevant points of referral the complainant may consider:
    • In relation to consumer related issues, the complainant may refer their complaint to the Office of Fair Trading.
    • In relation to the delivery of training and assessment services, the complainant may refer their complaint to the National Training Complaints Service via the following phone number: 13 38 73 or visit the website at https://www.dewr.gov.au/national-training-complaints-hotline. The complainant may also consider a relevant, state or territory-based ombudsman.
    • In relation to matters of privacy concerns, the complainant may refer their complaint to the Office of the Australian Information Commissioner via the following details: https://www.oaic.gov.au/individuals/how-do-i-make-a-privacy-complaint or call on 1300 363 992.

Further action

If the Complainant has been through all stages of this complaint/grievance handling process and remains unsatisfied with the outcome, they may contact the Australian Skills Quality Authority (ASQA) on 1300 701 801 or via email to enquires@asqa.gov.au

Appeal Procedure

  • An appeal must be made in writing using the Complaints and Appeals Form, specifying the particulars of the appeal, and be submitted to RTP via email to RTP’s Director at tom.barham@risktrainingprofessionals.com
  • Appeals must be lodged within twenty-eight (28) working days of the decision or finding wishing to be appealed being informed to the person.
  • RTP will inform individuals of the progress of their appeal within seven (7) days of receiving the appeal.
  • Where a learner contests the decision of an assessment result given by their assessor, RTP will have the work reassessed by an alternate assessor.
  • Learners will be informed, in writing, of the outcome of their appeal within twenty-one (21) working days of lodging their appeal.
  • Where a matter is involved, requires additional research and/or investigation and RTP considers more than sixty (60) calendar days are required to process and finalise the appeal, the Director will inform the appellant in writing, including reasons why more than sixty (60) calendar days are required and will regularly update the relevant parties on the progress of the matter.
  • If a learner disagrees with the re-marked result, they are required to submit a formal request in writing to RTP’s Director, requesting that the assessment be re-marked via a suitably qualified external party.
  • The decision made by the external party will be considered as the final result.
  • If a learner is still dissatisfied after this process, they can contact the Australian Skills Quality Authority (ASQA) on 1300 701 801 or via email to enquires@asqa.gov.au

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