Complaints and Appeals Policy

Purpose

Capital Training Institute Pty Ltd (CTI) realises that there will be occasions when prospective students and enrolled students may wish to issue a complaint/appeal in regards to both academic and/or non-academic aspects of their involvement through the training experience.

Any person that is involved in a complaint is allowed to be accompanied and assisted by a third party at any relevant meeting.

While CTI would hope that in most cases these could be resolved informally with the respective regional team, CTI will try to deal speedily and effectively with any that remain unresolved

 

Scope

This policy and procedure applies to all students regardless of the campus at which the compliant/appeal has arisen, the person’s place of residence or mode of study (if applicable). CTI will not victimise or discriminate against any complainant or respondent.

A domestic student is entitled to VET FEE HELP if they are studying at the Diploma Level or higher and meet one of the following criteria:

I.         Australian Citizen; or,

II.        Holder of a permanent humanitarian visa who will be resident in Australian for the duration of their VET units of study.

All domestic students who are entitled to VET FEE HELP can access the complaints and appeals policy and procedure even if they choose not to access VET FEE HELP.

 

Procedure

All parties involved in a complaint have appropriate access to their records. The student involved in a complaint has access to their records held by CTI via the Q804 Request for Records Access Policy. All parties involved in a complaint will also have their records treated as confidential through CTI’s Q110 Privacy Policy and Q106 Confidentiality Policy.

The student has the right to request action on any complaint/appeal either through the informal process with their coach, or regional State Manager or to be entitled to move immediately to the formal process covered within this policy. Administration of the complaint/appeal by CTI staff will be conducted in accordance with Q1216 policy. Any complaint/appeal not resolved via informal discussions is to be raised formally by the student via submission of a Student Corrective Action Form (Q80201).

The student must only complete Section 1 of the Student Corrective Action Form (Q80201). The Q80201 Form is to be submitted to the student’s State Office, for face to face students, or Coach, for online learning students, using the following contact details:

I.         ACT

Fax Number: (02) 6247 2915

Email: actenquiries@ctiaustralia.edu.au

II.        NSW

Fax Number: (02) 9316 3550

Email: nswenquiries@ctiaustralia.edu.au

III.      QLD

Fax Number: (07) 3256 5050

Email: qldenquiries@ctiaustralia.edu.au

IV.      VIC

Fax Number: (03) 9487 9650

Email: vicenquiries@ctiaustralia.edu.au

V.       Online Learning

Learners should refer to their Welcome Pack for contact details of their coach.

The State Manager must complete Section 2 of the Student Corrective Action Form with the result of their decision and return a copy to the student via return email or fax within 5 working days of the student’s submission of the form.

If the matter is not resolved to the satisfaction of the student, or within five working days from submission of the Student Corrective Action Form, the student may raise the matter with CTI’s Chief Executive Officer (CEO). The student must then complete Section 3 of the Student Corrective Action Form, marked attention to the CEO within 28 days of receipt of the original decision via the following contact details:

Fax: (02) 6247 2915 and/or

Email: ausenquiries@ctiaustralia.edu.au

The student must include the following information when completing Section 3 of the Student Corrective Action Form (Q80201):

I.         the date of the original decision

II.        fully state the reasons for applying for the review

III.      any additional relevant evidence

CTI’s CEO has been nominated by Capital Training Institute Pty Ltd as the final internal review officer as they are an independent and impartial senior officer of the organisation.

Upon receiving the Student Corrective Action Form (Q80201) the CEO must send an email to the student. This email is to act as a receipt to acknowledge that they have received the further appeal or compliant.

The CEO will review the submitted details, and must complete Section 4 of the Q80201 Form and return it to the student via return email or fax within 5 working days of the student submission with the result of the CEO’s review.

If CTI considers more than 60 days are required to process and finalise the complaint or appeal, CTI will inform the complainant or appellant in writing, including reasons why more than 60 days and required and regularly update the complainant or appellant on the progress of the matter.

If the matter is not resolved to the satisfaction of the student, in accordance with this policy from submission of the Student Corrective Action Form, students have the right to complain to the Australian Skills Quality Council (ASQA) or the Administrative Appeals Tribunal (AAT), their contact details are below.

I.         Australian Skills Quality Council (ASQA)

Website: www.asqa.gov.au

Phone Number: 1300 701 801

II.        Administrative Appeals Tribunal (AAT)

The students nearest registry of AAT and contact details are as follows:

·         ACT

Phone: (02) 6243 4611 or 1300 366 700

Email: canberra.registry@aat.gov.au

Fax: (02) 6243 4600

Postal Address: Administrative Appeals Tribunal, GPO Box 9955, Canberra ACT 2601

Address: 14 Moore Street, Canberra City

·         NSW

Phone:  (02) 9391 2400 or 1300 366 700

Email: sydney.registry@aat.gov.au

Fax: (02) 9283 4881

Postal Address: Administrative Appeals Tribunal, GPO Box 9955, Sydney NSW 2001

Address: Level 7, City Centre Tower, 55 Market Street, Sydney

·         QLD

Phone:  (07) 3361 3000 or 1300 366 700

Email: brisbane.registry@aat.gov.au

Fax: (07) 3361 3001

Postal Address: Administrative Appeals Tribunal, GPO Box 9955, Brisbane QLD 4001

Address: Level 4, Harry Gibbs Building, Commonwealth Law Courts, 119 North Quay (entry is from Tank Street), Brisbane

·         VIC

Phone:  (03) 9282 8444 or 1300 366 700

Email: melbourne.registry@aat.gov.au

Fax: (03) 9282 8480

Postal Address: Administrative Appeals Tribunal, GPO Box 9955, Melbourne VIC 3001

Address: Level 16, HWT Tower, Southgate, 40 City Road, Southbank

All costs in regards to lodging an appeal with the AAT will be the sole responsibility of the student. The approximate cost of lodging an appeal with the AAT is $861 per application. However this approximate cost can change depending on the applicant and the application details.

If a student wishes to make an appeal to the AAT then they must be aware that the federal Department of Education and Training will be the other party in the case and all relevant documents will be forwarded from CTI to the department.

More details in regards to the AAT, a student’s nearest AAT registry, and the costs involved in the appeal process through the AAT can be found at:  www.aat.gov.au

CTI will give due consideration to any recommendations arising from an external review within 20 working days of receipt of an outcome of a review by an external mediator. All records relating to the grievance must be maintained on file by CTI staff for a minimum of five years and remain accessible to all involved parties.

The Q802 Complaints and Appeals Policy and Procedure is published in CTI’s Student Manual or in hard copy at your State Office. The Q802 Complaints and Appeals Policy and Procedure was agreed to and ratified by Capital Training Institute’s Board of Directors, on 17 September 2014.

 

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