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Responsible Department – Learning and Development
Coverage – This policy covers all employees and students of The College for Adult Learning
This policy explains how we deal with any complaints or appeals that are reported. We may change this Policy from time to time so please check this page occasionally to ensure that you’re happy with any changes. As a student or employee of the College for Adult Learning, you are bound by this policy.
In this policy, “we”, “us” and “our” refers to The College for Adult Learning.
The College for Adult Learning is committed to providing students with the best possible environment in which to study. To ensure that complaints are dealt with in a responsive, timely manner, that recognises the rights and responsibilities of individuals and recorded in line with appropriate legislation
Complaint: A person’s expression of dissatisfaction with any service provided by The College for Adult Learning
Appeal: A request to review a decision that has been previously made
The College for Adult Learning will address any and all complaints in a fair, constructive and timely manner. The complainant has the right for their complaint to be heard and for an impartial decision to be made. All complaints will be treated confidentially.
If a formal complaint proceeds, it will be taken seriously and investigated in an impartial manner. A candidate’s progress through a study program will not be disrupted whilst a complaint is being heard unless the nature of the issue itself means further progress is not possible.
Any substantiated complaints, as well as the complaints policy, will be reviewed as part of the continuous improvement process.
Complainants also have the right to appeal a decision. The College Principal, in consultation with the assessor/trainer, will review the initial assessment or uphold the decision or proposed an alternate assessment. Any alternate assessment will be undertaken by another assessor.
Appeals need to demonstrate at least one of the following points:
The assessment arrangements did not take into account your personal needs in relation to a disability, medical condition or cultural requirements and that you had declared this prior to the assessment.
The assessment has not reflected the stated competencies for the course e.g. skills over and above the competency levels were assessed.
The assessment was not relevant to the course content.
The assessment was not an accurate reflection of work submitted.
When a Registered Training Organisation (RTO) receives complaint from Student – this may be through a variety of means. e.g verbally, in writing or electronically.
The complaint will be recorded in the Complaints Register which must include the following:
Submission date of the complaint
Name of the complainant
Description of the complaint
Date of resolution
Any supporting documentation
College Principal and Student Administration
The College for Adult Learning will contact the student within 2 working days seeking to identify the issue and resolve the concern immediately. All outcomes will be recorded in the Complaints Register.
When a complaint or appeal cannot be resolved through informal discussion, the complainant will be asked to complete a Complaints Form and submit this to the College for Adult Learning.
College Principal and Complainant
The proposed resolution will be communicated to the complainant within 7 working days and agreement sought. If required, an external third party may be appointed to act as mediator and the student may choose to be accompanied by a support person.
One agreement is made, the College for Adult Learning will:
Provide the complainant with written confirmation of the resolution
Record the action/s taken on the Complaint Register
Document any policy or procedure changes to be made, implement changes and record in the Continuous Improvement Register
In the event that the complaint cannot be resolved between The College for Adult Learning and the student, the student may wish to escalate the matter to the Australian Skills Quality Authority (ASQA) through ASQA’s online complaints system
All complaints from the calendar year will be reviews in the Q4 RTO Minuted Meeting.
College Principal and Staff
The College for Adult Learning Website
Complaints and Appeals Register
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