Complaints and Appeals Policy
Any person wishing to make a complaint against the school concerning its conduct as an registered training organisation (RTO), whether a complaint, appeal or other matter, shall have access to the complaints and appeals procedure. Complaints include conduct of the RTO, its trainers, assessors or other staff; a third party providing services on the RTO’s behalf, its trainers, assessors or other staff; or a student of the RTO. An appeal can be a request for a review of decisions, including assessment decisions, made by the RTO or a third party providing services on the RTO’s behalf.
All formal complaints and appeals will be heard and decided within 15 working days of the receipt of the written complaint/appeal by the school. The VET Manager will keep a Register of Complaints and Appeals which documents all formal complaints/appeals and their resolution. Any substantiated complaints/appeals will be reviewed as part of the continuous improvement procedure. The principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process.
Please note, for any complaints or appeals concerning Certificate III in Fitness (SIS30313) – please direct to Fitnance (RTO No. 32155). For complaints or appeals concerning Certificate II in Electrotechnology (UEE22011) and CAD Program (MEM50212) – please direct to SkillsTech (RTO No. 31396).
All external complaints and appeals should be directed to the Australian Skills Quality Authority (ASQA) via this link www.asqa.gov.au/complaints/make-a-complaint—domestic-students/make-a-complaint—domestic-students1.html
To read the St Laurence’s College RTO Complaints and Appeals Policy in full, please refer to the links below.Next