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Complaints and appeals

Complaints and appeals

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Purpose

The purpose of this policy and procedure is to outline Gallang Education & Training (GET) #40564 RTO’s approach to managing dissatisfaction, formal complaints, and appeals of students, clients, staff, and other members of the community. It provides a transparent approach for all complaints and appeals to be addressed in a fair, efficient, and confidential manner. This policy and procedure ensures compliance with Standard 6 of the Standards for Registered Training Organisations (RTO) 2015.

Definitions

  • Appeal: A request for a decision made by GET RTO to be reviewed.
  • Complaint: A person’s formal expression of dissatisfaction with any product or service provided by GET RTO.
  • Services: Training, assessment, related educational and support services and/or activities related to the recruitment of prospective learners. It does not include services such as student counselling, mediation, or CT support.
  • SRTOs: 2025 Standards for RTOs – refer to definition of ‘Standards’.
  • Standards: The Standards for Registered Training Organisations (RTO) 2015 of the VET Quality Framework which can be accessed from asqa.gov.au.

Policy

1. Nature of complaints and appeals

GET RTO responds to all allegations involving the conduct of:

  • The RTO, its trainers, assessors, and other staff.
  • Any third-party providing services on behalf of GET RTO.
  • Any student or client of GET RTO.

Complaints may be made in relation to any of GET RTO’s services and activities such as:

  • The application and enrolment process.
  • Marketing information.
  • The quality of training and assessment provided.
  • Training and assessment matters, including student progress, student support, and assessment requirements.
  • The way someone has been treated by other students or staff.

An appeal is a request for a decision made by GET RTO to be reviewed. Decisions may have been about:

  • Course admissions.
  • Refund assessments.
  • Response to a complaint.
  • Assessment outcomes/results.
  • Other general decisions made by GET RTO.

2. Principles of resolution

  • GET RTO is committed to developing a procedurally fair complaints and appeals process that is carried out free from bias, following the principles of natural justice.
  • Complaints and appeals are responded to in a consistent and transparent manner.
  • Complaints and appeals are responded to promptly, objectively, with sensitivity, and confidentiality.
  • Complaints and appeals are able to be made at no cost to the individual.
  • Complaints and appeals are used as an opportunity to identify potential causes and take actions to prevent the issues from recurring as well as identifying any areas for improvement.
  • GET RTO will inform all persons or parties involved in any allegations made as well as providing them with an opportunity to present their side of the matter.
  • Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.
  • Where a student chooses to access this policy and procedure, GET RTO will maintain the student’s enrolment while the complaints/appeals handling process is ongoing.

3. Timeframes for resolution

Complaints and appeals will be finalised as soon as practicable or at least within 30 calendar days unless there is a significant reason for the matter to take longer. In matters where additional time is needed, the complainant or appellant will be advised in writing of the reasons and will be updated weekly on the progress of the matter until such a time that the matter is resolved.

4. Records of complaints and appeals

GET RTO will maintain a record of all complaints and appeals and their outcomes on the Complaints and Appeals Register, which will be securely stored according to the Privacy Policy and Procedures.

5. Making a complaint or appeal

  • Complaints about a particular incident should be made within ninety (90) calendar days of the incident occurring, and appeals must be made within thirty (30) calendar days of the original decision being made.
  • Complaints and appeals must be made in writing using the Complaints and Appeals Form (available from Gallang Place’s office) or other written format and sent to GET RTO’s head office at 57 Southgate Ave, Cannon Hill, Qld 4170, attention to the Chief Executive or the RTO Executive Officer – Training. All complaints must be sent to training@gallang.qld.edu.au (mark them confidential).
  • When making a complaint or appeal, provide as much information as possible to enable GET RTO to investigate and determine an appropriate solution. This should include:
    • The issue you are complaining about or the decision you are appealing – describe what happened and how it affected you.
    • Any evidence you have to support your complaint or appeal.
    • Details about the steps you have already taken to resolve the issue.
    • Suggestions about how the matter might be resolved.
  • Your complaint or appeal will be acknowledged in writing via email or post within 7 days.

6. Resolution of complaints and appeals

  • GET RTO management will be involved in resolving complaints and appeals as outlined in the procedures.
  • Where a complaint or appeal involves another individual or organisation, they will be given the opportunity to respond to any allegations made.
  • Where a third-party delivering Services on behalf of the RTO is involved, they may be included in the process of resolving the complaint or appeal. Please note GET does not engage a third party in delivering its courses or services.
  • In the case of an assessment appeal, an assessor who is independent from the original decision will assess the original task again. The outcome of this assessment will be the result granted for the assessment task.

7. Independent parties

  • GET RTO acknowledges the need for an appropriate independent party to be appointed to review a matter where this is requested by the complainant or appellant and the internal processes have failed to resolve the matter.
  • Where a mediator is required, an accredited external mediator is to be appointed. Costs associated with the appointment of a mediator are to be divided equally between both parties.
  • GET RTO will provide complete cooperation with the external mediator investigating the complaint/appeal and will be bound by the recommendations arising out of this process.
  • The Chief Executive or nominee will ensure that any recommendations made are implemented within twenty (20) days of being notified of the recommendations. The complainant or appellant will also be formally notified in writing of the outcome of the mediation.

8. External complaint avenues

Complaints can also be made via the following avenues:

  • National Complaints Hotline: The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training. The service refers consumers to the appropriate agency/authority/jurisdiction to assist with their complaint. Consumers can register a complaint with the National Training Complaints Hotline by:
  • Australian Skills Quality Authority (ASQA): Complainants may also complain to Gallang Education and Training RTO registering body: Australian Skills Quality Authority (ASQA). However, ASQA will only use the information you provide to inform its regulatory approach and will not contact GET RTO on behalf of the complainant or act as their advocate. For more information, refer to the following webpage: ASQA Complaints

9. Publication

This policy and procedure will be published on the Gallang Place website re:RTO.

Procedures

1. Complaints management

ProcedureResponsibility

A. Receive and acknowledge complaint.

  • As per policy, complaints are to be made in writing by the complainant, attention to the Chief Executive.
  • The Chief Executive should review all complaints upon receipt.
  • Acknowledge receipt of complaint in writing by sending a letter to complainant within 7 working days of receipt. Use Complaint/Appeal Acknowledgement Letter.
  • Record details of the complaint on the Complaints and Appeals Register.
Student Support Officer and Administration Team

B. Investigate the complaint.

  • Upon receiving the complaint, the matter is to be investigated to ensure all relevant information is available and it is accurate and complete.
  • Further details from the complainant, respondent or other involved parties may be requested during this stage. This may be in writing, over the phone, or face-to-face.
  • If the matter is in relation to a third-party delivering Services on behalf of the RTO, the third party should be involved in the resolution of the complaint.
  • The Chief Executive/National Training Manager will review the information and decide on an appropriate response. Where deemed necessary by the Chief Executive/National Training Manager, the matter may be reviewed by other members of the management team to arrive at an appropriate resolution.
  • Note: The complaint must be completely resolved within 30 calendar days of receipt of the original complaint. If the matter is particularly complex and it is going to take longer to resolve, the complainant is to be advised in writing along with reasons for the extra time. They must be provided with updates on progress on a weekly basis thereafter until the matter is resolved.
Executive Officer and Administration Team

C. Advise of the outcome and update records

  • Provide a written response to the complainant outlining:
      • The RTO’s understanding of the complaint
      • The steps taken to investigate and resolve the complaint
      • Decisions made about resolution, with reasons for the decisions made
      • Areas that have been identified as possible causes of the complaint and improvements to be recommended
    • Their right to access the appeals process if they are not satisfied with the outcome of the complaints process.
  • Update the Complaints and Appeals Register so it includes the outcome of the complaint.
  • Update the Continuous Improvement Register if applicable for any improvements to be made as an outcome.
  • Keep a copy of the complaint and supporting documents in the Complaints file and in the student or staff file (where relevant).
Executive Officer and Administration Team

D. Review complaints

  • Discuss the complaints process and its outcome at the next management meeting to consider whether there are any improvements to be made to prevent recurrence. (Refer to CG3 for procedure).
RTO Management Training team

2. Appeals management

ProcedureResponsibility

A. Receive and acknowledge appeal

  • Upon receipt of a request for an appeal, acknowledge receipt of appeal in writing by sending a letter to appellant within 3 working days of receipt to ensure appellant receives it within 7 days. Use Complaint/Appeal Acknowledgement Letter.
  • Record details of appeal on the Complaints and Appeals Register.
RTO Manager or delegate

B. Respond to assessment appeals.

  • In the case of appeals against assessment decisions, the original assessment decision will be reviewed by having an assessor independent of the original decision mark the assessment task again.
  • The assessment decision made during the appeals process will be considered the actual assessment outcome for the task.
  • Advise the student of the outcome of the appeal as per point G below.
Executive Officer – Training or their delegate

C. Respond to appeals against non-academic decisions.

  • Upon receiving the appeal, the matter is to be investigated to identify the original decision made and the reasons for the decision.
  • Further details from the appellant, respondent, the person who made the original decision, or other involved parties may be requested during this stage. This may be in writing, over the phone, or face-to-face.
  • If the matter is in relation to a third-party delivering Services on behalf of the RTO, the third party should be involved in the resolution of the appeal.
  • The appellant may request for an independent party (mediator) to be involved in the process. Where this is requested by the appellant, they will bear the costs associated. Additionally, GET RTO may decide to call upon an independent mediator to assist to resolve the issue where a decision cannot be reached internally. The costs for mediators will be divided equally between both parties. GET RTO’s Management team will review all relevant information and decide on an appropriate response.
  • Note: The appeal must be resolved within 60 calendar days of receipt of the original appeal. If the matter is particularly complex and it is going to take longer to resolve, the appellant must be advised in writing along with reasons for the extra time. They must be provided with progress updates on a weekly basis thereafter until the matter is resolved.
CEO

D. Advise appellant of the outcome and update records

  • Provide a written response to the appellant outlining:
    • The RTO’s understanding of the reasons for the appeal
    • The steps taken to investigate and resolve the appeal
    • Decisions made about resolution and reasons for the decisions
    • Areas that have been identified as possible causes of the appeal and improvements to be recommended
  • Update the Complaints and Appeals Register so it includes the outcome of the appeal.
  • Update the Continuous Improvement Register if applicable for any improvements to be made as an outcome.
  • Keep a copy of the appeal and supporting documents in the Appeals file and in the student or staff file (where relevant).
Executive Officer and Administration Team

E. Review appeals

  • Discuss the appeal and its outcome at the next management meeting to consider whether there are any improvements to be made to prevent recurrence.
Executive Officer

3. Reviews by independent party

ProcedureResponsibility

A. Appoint and cooperate with mediator/independent party

  • A complainant or appellant may request that an independent party is involved in resolution of the matter. The independent party may use the RTO’s selected mediator or may seek their own at their cost.
  • The Chief Executive may also decide that an independent party is required to resolve particularly complex matters or in situations where there may be bias.
  • The costs associated with appointing a qualified, independent assessor is to be divided equally between both parties.
  • GET RTO will co-operate fully in the process of the external party reviewing and investigating matter. This will include providing access to the relevant information surrounding the complaint or appeal and the internal complaints records where permitted to do so by law.
  • All staff must cooperate in such instances and to give an accurate account of the events as they understand them.
Staff/Consultants as required

4. External complaint or appeal

ProcedureResponsibility

1. External complaint or appeal

  • If dissatisfied with the internal processes, the complainant/appellant may initiate an external complaint or appeal.
  • If requested, GET RTO will respond as necessary.
  • All records will be kept on file.
  • Fully co-operate with external party to respond to the complaint as required.
Staff/Consultants as required

2. Review external complaints or appeals

  • Discuss the external process and its outcome at the next management meeting to consider whether there are any improvements to be made to prevent recurrence.
Executive Officer – Training or CEO