Complaints and Appeals Policies
Complaints
Get Skilled Training relies on feedback to support continuous improvement of our business. We encourage all feedback, be it positive or negative. Feedback can be associared with the performance of our staff and contractors, our training services, third parties, and other students. Feedback can also be submitted by staff members in regard to other staff members.
What is a complaint?
A complaint is negtive feedback which indicates there is an issue that required timely resolution, so as to avoid unnecessary escalation.
Lodging a Complaint
Our RTO has a formal process in place for complaints to be lodged and dealt with. The process is designed to:
- Provide all parties with procedureal fairness, and therefore without bias and allowing for natural justice.
- Demostrate reasonable timeframes for Get Skilled Training to respond to and resolve complaints
- Allow additional avenues for further action to be tken by the complainant.
All complaints will be managed by a member of our senior management team. All information provided will be kept private, unless authority has been provided for the information to be shared for the purpose of resolving the compalaint.
Complainants will be contacted initially to confirm the conplaint has been received. One to two days thereafter they will be further contacted to discuss a suitable day and time to meat and discuss the details of the complaint.
Click here to download our complaints procedure that outlines the full process for addressing complaints.
Upon completion of the process, shoul a complainant believe their complaint has not been addressed satisfactorily, can then access a formal appeals process as outlined below.
Appeals
Get Skilled Training has formal processes in place that allowss for:
- Individuals to lodge an appeal against a decision made by thew organisation, any third party, or any person employed or contracted by the organisation that adversely affects them. This includes academic appeals.
- All parties to the appeal to be afforded procedural fairness
- The specifying of reasonable timeframes for actioning appeals.
- Avenues for appellants to seek a review by an independent party if requested by the appellant, which ewill be at no or low cost to the appellant.
What is an Appeal?
An appeal is an application to have any decision made by Get Skillefd Traiing reviewd through a formal process. The decision being one that is viewed unfavourably by the person that is affected.
Gorund for Appeal
An application for appeal will be considered under the following grounds:
- For non-academic appeals, the resolution offered by Get Skilled Training to address a previously submitted complaint didnot satisfactory address the issues raised by the complainant.
- For academic appeals, a student believes the final assessment decision of the assessor was not fair as they believe they complied with all instructions provided to hem prior to the assessment being undertaken.
- For academic appeals, a student believes the denial of a request to be procvided with reasonable adjustment prior to an assessment negatively impacted on their ability to meet the required performance criteria.
Lodging an Appeal
All appeals will be managed by a member of our senior management team. All information provided will be kept private, unless authority has been provided for the information to be shraeed for the purposes of resolving the appeal.
Appellant will be contacted initially to confirm the appeal has been received. One to two days thereafter they will be further contacted to discuss a suitable day and time to meet and discuss the reasons for appeal.
Click here to download our appeals procedures that outlines the full process for lodging an appeal.
External Reviews of Appeal Decisions made by Get Skilled Training
Upon completion of the process, should an appellant believe the appeal has not been addressed satisfactorily, can request a review by an indepentant external party. If requested, this will be a company that has no affilidation with Get Skilled Training, and whose primary services are associated with auditing RTOs for cimpliance with the Standards for Registered Training Organisations 2025.
Get Skilled Training will advise in advance if this service will be provided at no cost to the appellant, or the appellant will be required to contribute to the associated costs of the review. If the latter occurs, the cost to the appellant will be kept low.