Complaints & Appeals Policy
The Complaints and Appeals Policy was formulated taking cognisance ACOBA’s values and its mission statement. ACOBA is committed to maintaining a fair environment that supports and encourages students to voice their concerns.
ACOBA understands that on occasion, there may be instances of dissatisfaction and acknowledges that the cause(s) must be addressed and rectified promptly. In such instances, ACOBA invites feedback from the dissatisfied party so that a resolution can be found and as an opportunity to consolidate the feedback into a review and improvement of ACOBA’s policies and procedures. Staff are also invited to contribute ideas and feedback to assist in shaping and reviewing this policy, through communicating with their supervisor. ACOBA will address any and all complaints in a fair, constructive and timely manner.
The complaints and appeals policy provides guidelines to all students of ACOBA regarding instances of dissatisfaction within our organisation. The complaints and appeals policy should be observed and adhered to in instances of dissatisfaction. It has been developed to cover decisions made for or on behalf of the RTO and complaints about:
- The RTO
- RTO Staff
- Third Parties
A complaint or appeal may refer to, but is not limited to;
- Course advice and enrolment
- Suspension and/or cancellation of enrolment
- Program delivery
- Marketing and promotional activity
- Personal safety
- Customer service and administration
- Issue of results, certificates, statement of attainment
- Learning resources
- Fees and charges
- Equity and access, discrimination, harassment and bullying
- Assessment process and decision
- Enrolment Application decision
- Candidate progress and academic progress decisions
This complaints and appeals policy ensures ACOBA adopts the principles of natural justice and procedural fairness in its operations by:
- Informing those involved of the allegations
- providing those involved an opportunity to present their side of the matter
- operating in a fair an unbiased way
This policy is publically available on our website www.acoba.com.au
Any employee found not adhering to this policy may face disciplinary action. The complaints and appeals policy promotes fairness and equality. The complaints and appeals policy reflects ACOBA’s professionalism and commitment to promoting a positive and fair learning/working environment. It’s important that staff (when required) implement procedures and practices in accordance with this policy in an efficient and appropriate manner. Once a formal written complaint is received the details are recorded on the Complaints and Appeals Register which is reviewed and maintained by the principal. Information recorded on the Complaints and Appeals Register includes:
- A specific complaint number
- Submission date of the complaint
- Name of the complainant
- Description of the complaint
- Determined resolution (outcome)
- Date of outcome
If a client has a complaint, they are encouraged to speak immediately with an ACOBA representative to resolve the issue. If the complainant is not satisfied that the issue has been resolved they will be required to complete and submit to ACOBA a written complaint by completing the complaints and appeals form, available upon request by emailing firstname.lastname@example.org. Complaints are to include the following information:
- Submission date of complaint
- Name of complainant
- Nature of complaint
- Date of the event which lead to the complaint; and
- Attachments (if applicable)
All complaints will be acknowledged in writing, and will be finalised as soon as practicable.
Formal complaints shall follow the below process:
- Complaints are to be made in writing within 7 calendar days of the incident using the Complaints and Appeals Form and provided to the Principal.
(Complaints and Appeals Forms can be requested at any time )
- A submitted Complaint Lodgement Form will constitute a formal complaint from the client. Further details of the complaint can be provided by the client verbally.
- All complaints will be acknowledged in writing, and will be finalised as soon as practicable.
- The Principal of ACOBA may delegate responsibility for the resolution of the complaint.
- In the case of a complaint, the Principal of ACOBA will initiate a transparent, participative investigation to identify the issues.
- Complaints, where possible, are to be resolved within 21 calendar days of the initial application.
- Where more than 60 calendar days have been required to process a complaint or appeal:
- the complainant or appellant is advised in writing of the reasons for the delay
- the complainant or appellant is regularly updated in writing
- In all cases the final conclusion will be assessed by the Principal.
- The client will be advised in writing of the outcome of their complaint, within seven (7) days of resolution.
- If the outcome is not to the satisfaction of the Client, they may seek an appointment with the Principal of ACOBA. The Principal is under no obligation to provide an appointment.
- ACOBA will provide for review of complaints and appeals by an independent party.
- Appeal to Outside Authority
ACOBA securely maintains records of all complaints and appeals and their outcomes. ACOBA also seeks to identify potential causes of complaints and appeals and takes appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence. ACOBA make seek assistance from internal/external sources to assist this process.
*This Complaints process does not preclude the student seeking redress in other forums outside the ACOBA process. For example, the complainant may wish to take the matter further by selecting the appropriate body from among such bodies as the Office of Fair Trading (02-4925000), the Administrative Appeals Tribunal (1-300-366700), the Human Rights and Equal Opportunity Commission (1-300-656419) or the Anti-Discrimination Board of NSW (02-49264300). (A full list of external bodies is located in the Government section of the telephone directory).
It is a condition of enrolement with ACOBA that all students sign the “Enrolement Form”. By singing the enrolment for you acknowledge that you have read and understood ACOBA’s policies and procedures, including this communication policy and agree that you will make all reasonable efforts to ensure compliance with these policies and procedures. By signing this form, students acknowledge and agree to be bound by all of ACOBA’s policies. This is completed to ensure that students understand what our rules are, why they must be adhered to and that action may be taken if any policy is not adhered to. In accordance with best practice this practice will be subject to an annual review.