Information for students ..... cont (p6)

Complaint Procedures

The complaint procedures involve the complainant initiating the following:

• Discussion with the relevant trainer, trainee, administrator or coordinator about the complaint
• If it is unable to be resolved, the complaint can be taken before the Training Manager

• If it is unable to be resolved at this level, the complaint can be formalized and the written complaint/appeal lodged with the Training Manager who will refer the complaint to the appeals committee

• If the complaint is still unresolved, it may be referred to the directors of Worksafe Training Centre.

The General Manager will convene meetings of the appeals committee or directors of Worksafe Training Centre with the appellant/complainant as soon as is practical after the complaint, appeal, discipline is referred to that level in the complaint procedure.
The General Manager will provide to the appellant/complainant in writing, the outcome of each complaint, appeal or discipline, including reasons for the decision, within five working days of the decision being made.

Where a complaint or appeal is substantiated the registered training organisation will act to remedy the problem for the student affected and also to reduce the likelihood of reoccurrence.
Information regarding external, independent mediators is available in hard copy from the Training Co-coordinator.

Worksafe Training Centre RTO aims to assist all students to resolve disputes and settle grievances.

All students are entitled to a fair hearing.  To ensure this happens the following procedure has been implemented:

• If you believe you are not fairly treated, your first approach should be discuss your concerns with your trainer.
• Your trainer should note your concerns and assist you to resolve them.
• If you are unable to approach your trainer because the problem is between you and them or because the problem is of a personal nature, you should speak to the Course Coordinator. At this stage the Course Coordinator should determine if the complainant wishes to initiate a formal written complaint.
• Should the matter be unresolved you should contact the RTO General Manager in order to reach a solution.
• Should the matter still remain unresolved Worksafe Training Centre’s Chief Executive Officer may appoint an independent arbitrator who is a Justice of the Peace to review the dispute.
• WorkSafe Training Centre will ensure that all complaints are resolved fairly & equitably within thirty (30) working days

It is your responsibility to discuss any grievances with personnel from Worksafe Training Centre before you take these grievances outside the organization.

After you have been given an opportunity to express your concerns a plan will be developed to deal with the issue, in consultation with you.

All discussions will be documented and you will have access to this documentation.

Confidentiality of Complaints

Your concerns will be handled in the strictest confidence and, if necessary, you will be referred to expert help outside the organization

No information or documentation you have provided will be handed over to an outside organization without your permission

The lodging of a grievance will not affect a student’s ability to continue studying or receiving other services they are eligible for from the organization.

Appeals Process

Should you have any concerns about the assessment process or results you can ask for a review, and/or also have a right of appeal.  Please discuss your concerns with your trainer or Course Coordinator.

If not satisfied with the outcome you may contact the RTO Manager who will advise you of the options for accessing assistance from an independent authority.

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