Five Star College 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.
Five Star College will manage all complaints and appeals fairly, equitably and efficiently as possible. Five Star College 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, Five Star College 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. Five Star College seeks to protect the rights and privacy of all involved and to facilitate the return to a comfortable and productive learning environment.
Should a student have a complaint or appeal, the following steps are to be followed:
- Student is to discuss the issue/complaint with the person involved to try and resolve it verbally.
- If no resolution is reached, the student is to discuss the issue/complaint with his / her trainer to see if it can be resolved.
- If no resolution is reached, the student is to submit a Complaint or Appeals Form (available below).
- Director, Training Manager and Quality Assurance Manager receive a copy of the submitted form via email. Compliant/appeal is automatically logged on appropriate register.
- Quality Assurance Manager will track response to the complaint once form is submitted
- Training Manager is to confirm receipt of the complaint/appeal in writing within 5 business days.
- Training Manager is to investigate the appeal/complaint, using the appropriate form, including holding discussions with relevant parties.
- The Training Manager is to meet with the Director to discuss their findings and identify potential causes and take appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence.
- The Training Manager is to write an official letter regarding the investigation findings and outcome, and send to the person who submitted the appeal/complaint within 30 days of the date of receipt of the appeal/complaint.
- If the process is to take longer than 60 days, the Training Manager is to write to the person who submitted the appeal/complaint and notify them of the expected time frame and the reason why further time is required and supply regular updates.
- The appeal/complaint register is to be updated by the Quality Assurance Manager
- The form, investigation form, letter and any other supporting documentation is to be filed on the students file.
- Should the issue still not be resolved to the student’s satisfaction, Five Star College 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 30 days.
- If the student is still not happy with external mediation, he/she may take his / her complaint to the National Training Complaints Hotline by:
- Phone: 13 38 73 (please select option 4), Monday – Friday, 8am to 6pm nationally
- Visiting https://www.education.gov.au/email-complaints