Feedback, Complaints and Appeals Policies
Feedback
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.
All feedback can be submitted using our Feedback, Complaints and Appeals Application Form.
Complaints
What is a complaint?
A complaint is any expression of dissatisfaction about our services, staff, policies, facilities, or training delivery.
We encourage students to raise concerns informally in the first instance, as many issues can be resolved quickly through open discussion. If the matter cannot be resolved informally, a formal complaint can be lodged with Get Skilled Training.
Lodging a Complaint
Get Skilled Training has a formal process in place to ensure complaints are handled fairly, respectfully, and within reasonable timeframes. The process is designed to:
- Ensure procedural fairness for all parties, free from bias and consistent with the principles of natural justice
- Provide reasonable timeframes for Get Skilled Training to acknowledge, investigate, and resolve complaints
- Allow additional avenues for further action, including an appeals process if required
All formal complaints must be made in writing using the Feedback, Complaints and Appeals Application Form.
All complaints are managed by a member of our senior management team. Information provided as part of the complaint will be treated as confidential, unless permission is given for the information to be shared for the purpose of resolving the matter.
What Happens Next?
Once a complaint has been submitted:
- The complainant will be contacted to confirm receipt of the complaint.
- Within 1–2 business days, they will be contacted again to arrange a suitable time to discuss the details of the complaint.
The complaint will then be reviewed and managed in accordance with our formal complaints procedure.
For further information, click here to download our Complaints Procedure, which outlines the full process for addressing complaints.
If a complainant believes their complaint has not been resolved satisfactorily, they may then access the formal appeals process, as outlined below.
Appeals
What is an Appeal?
An appeal is a formal request to have a decision made by Get Skilled Training reviewed through an established process. The decision may be related to academic outcomes, administrative decisions, or the resolution of a previously submitted complaint.
Ground for Appeal
An appeal may be considered under the following circumstances:
- Non-academic appeals – where the resolution provided by Get Skilled Training in response to a previously submitted complaint did not satisfactorily address the issues raised.
- Academic appeals – where a student believes the final assessment decision made by the assessor was unfair and they complied with the instructions provided prior to the assessment being undertaken.
- Academic appeals – where a student believes the denial of a request for reasonable adjustment prior to an assessment negatively impacted their ability to meet the required performance criteria.
Lodging an Appeal
Get Skilled Training has a formal process in place to ensure appeals are handled fairly, respectfully, and within reasonable timeframes.
The process allows individuals to lodge an appeal against a decision made by Get Skilled Training, a third party acting on behalf of the organisation, or any person employed or contracted by the organisation that adversely affects them. This includes academic appeals.
The appeals process is designed to:
- Ensure procedural fairness for all parties, free from bias and consistent with the principles of natural justice
- Provide reasonable timeframes for Get Skilled Training to acknowledge, investigate, and resolve appeals
- Allow additional avenues for further action, including a review by an independent external party if required
All formal appeals must be made in writing using the Feedback, Complaints and Appeals Application Form.
All appeals are managed by a member of our senior management team. Information provided as part of the appeal will be treated as confidential, unless permission is given for the information to be shared for the purpose of resolving the matter.
What Happens Next?
Once an appeal has been submitted, the appellant will be contacted to confirm receipt of the appeal.
Within 1–2 business days, they will be contacted again to arrange a suitable time to discuss the reasons for the appeal.
The appeal will then be reviewed and managed in accordance with our Appeals Procedure.
For full details on how appeals are managed, click here to download our Appeals Procedure, which outlines the complete process.
External Reviews of Appeal Decisions made by Get Skilled Training
If an appellant believes their appeal has not been resolved satisfactorily, they may request a review by an independent external party.
Get Skilled Training will arrange for the appeal to be reviewed by an independent organisation with no affiliation to Get Skilled Training, typically a provider experienced in auditing Registered Training Organisations against the Standards for Registered Training Organisations 2025.
Get Skilled Training will advise in advance whether this review will be provided at no cost to the appellant or whether a small contribution to the review costs will be required.