etrainu believes that a student, who has a complaint or appeal, has the right to raise the complaint or appeal and expect that every effort will be made to resolve it in accordance with this policy, without prejudice or fear of reprisal or victimisation.
The student has the right to present the complaint or appeal formally and in writing.
etrainu will manage all complaints and appeals fairly, equitably and efficiently as possible. etrainu will encourage the parties to approach the complaint or appeal with an open mind and to resolve problems through discussion and conciliation. Where a complaint or appeal cannot be resolved through discussion and conciliation, etrainu acknowledges the need for an appropriate external and independent person to mediate between the parties. The parties will be given the opportunity to formally present their case to the independent person.
Confidentiality will be maintained throughout the process of making and resolving complaints. etrainu seeks to protect the rights and privacy of all involved and to facilitate the return to a comfortable and productive learning environment.
A copy of this Policy is available to all students and staff via the etrainu website and is available in the Participant Handbook. The information will also contain details of external authorities that they may approach.
Should a student have a complaint or appeal, the following steps are to be followed:
- 1. Student should discuss the issue / complaint with the person involved to try and resolve it verbally.
- 2. If no resolution is reached, the student should discuss the issue / complaint with his / her trainer to see if it can be resolved.
- 3. If still no resolution the student should put the following information relating to the complaint or appeal in writing via email to the Trainer stating:
- description of the complaint or appeal
- state whether they wish to formally present their case
- steps taken to deal with the complaint or appeal
- what they would like to happen to fix the problem and prevent it from happening again.
- 4. The student brings the complaint or appeal to the attention of the trainer.
- 5. If the complaint or appeal is not dealt with to the student’s satisfaction, s/he may bring it to the attention of the RTO Manager at email@example.com The RTO Manager will either deal with the issue personally or arrange for it to be dealt with by a management representative. This process must commence within 48 hours from the time the RTO Manager receives written notification from the student about their dissatisfaction to the response received from their trainer and a response / resolution must be presented within 30 days. The complaint or appeal is to be logged into the Complaints and Appeals Register and a reference number provided to the student.
- 6. Should the issue still not be resolved to the student’s satisfaction, the RTO Manager will make arrangements for an independent third party to resolve the issue and outline any costs that may be involved with this to the student. The student will be given the opportunity to formally present his or her case. The time frame for this process may vary but should take no longer than 14 days.
- 7. All parties involved will receive a written statement of the outcomes, including reasons for the decision within the 14-day period. If the process is taking longer than 60 days from the complaint or appeal being received the student will be notified in writing of the reason for the delay and kept informed about all progress.
- 8. If the student is still not happy with external mediation, he / she may take his / her complaint to the VET Regulator.