1. Purpose

This policy is based on providing and maintaining training services that are fair and reasonable and afford a forum where issues or inadequacies can be resolved. This process provides opportunity for complaints and appeals to be forwarded to Priority Management Australia in a timely and confidential manner.

The term “client” in this policy refers to the person or entity responsible for paying course fees. The term “student” in this policy refers to the individual undertaking the training. In some instances, the client and the student will be the same individual.

2. Scope

The Director of Priority Management is the Complaints Resolution Officer. The Director may delegate responsibility for the resolution of the complaint if necessary. Where the Director of Priority Management is the officer against who a complaint or appeal is lodged, a member of the management team will act as Complaints Resolution Officer.

The object of this policy is to ensure that Priority Management staff act in a professional manner at all times. This policy provides clients and students with a clear process to register a complaint or appeal.  It ensures all parties involved are kept informed of the resulting actions and outcomes.

3. Procedure

3.1 Complaints

Complaints will be processed in accordance with the Complaints Procedure – Annex A

If a client or student has a complaint they are encouraged to speak immediately with the trainer or other relevant Priority Management Australia staff member to resolve the issue.

If the complainant is not satisfied that the issue has been resolved they will be asked to make a written complaint. Priority Management Australia will then investigate the complaint and advise the complainant of the outcome.

3.1.1 Written Complaints Process

Where complaints are unable to be resolved when clients or students verbally raise concerns with Priority Management trainers or employees, written complaints shall follow the procedure below:

  1. Be made within 5 days of the incident
  2. A written complaint will constitute a formal complaint from the client or student
  3. The Complaints Resolution Officer must be informed of receipt of all complaints
  4. The Complaints Resolution Officer may delegate responsibility for the resolution of the complaint
  5. In the case of a complaint, the Complaints Resolution Officer will initiate a transparent, participative investigation to identify the issues
  6. Complaints where possible are to be resolved within 10 working days of the initial application
  7. In all cases the final conclusion will be assessed by the Complaints Resolution Officer
  8. The client or student will be advised in writing of the outcome of their complaint
  9. If the client or student is not satisfied with the outcome they may write to the Complaints Resolution Officer, setting out in detail the issue of concern. They may also seek an appointment with the Complaints Resolution Officer.
  10. If the client or student is not satisfied with the decision they have the option to seek outside assistance to pursue the complaint. An industry-training representative may be invited to act as an objective party in order to negotiate a satisfactory resolution.
  11. If a client or student is not comfortable with disclosing a complaint then they can call the National Training Complaints Hotline on 13 3873 (select option 4) and lodge the complaint with them. This entity will advise the client or student of what actions may be required to deal with the complaint.
  12. All complaints will be handled as Staff-In-Confidence and will not affect or bias the progress of the participant in any current of future training

3.2 Appeals

Grounds for appeal are where a student considers that an assessment was not conducted in accordance with the Principles of Assessment:

  • that the assessment task was not fair, flexible, valid and/or reliable AND/OR
  • that the evidence provided by the student was valid, sufficient, authentic and current

Appeals will be processed in accordance with the Appeals procedure – Annex B

Priority Management Australia strives to deal with appeal issues as soon as they emerge, in order to avoid further disruption to training or the need for a formal appeal process.

If a student wishes to appeal an assessment decision they are encouraged in the first instance to speak immediately with the trainer/assessor to resolve the issue. The student should identify why they believe the assessment was not conducted in accordance with the Principles of Assessment

If the student is not satisfied that the issue has been resolved they will be asked to make a written appeal. Priority Management Australia will then investigate the appeal and advise the student of the outcome.

3.2.1 Written Appeals Process

Where appeals are unable to be resolved when students verbally raise concerns with Priority Management trainers or assessors, written appeals shall follow the procedure below:

  1. Be made within 5 days of notification of the assessment decision.
  2. The appeal should identify why the student believes the assessment was not conducted in accordance with the Principles of Assessment
  3. A written appeal will constitute a formal appeal from the appellant
  4. The Complaints Resolution Officer shall be informed of receipt of any appeal
  5. The Complaints Resolution Officer may delegate responsibility for the resolution of the appeal
  6. In the case of an appeal, the Complaints Resolution Officer will initiate a transparent, participative process to deal with the issues at hand. The Complaints Resolution Officer will review whether the assessment was conducted in accordance with the Principles of Assessment
  7. Where possible, appeals are to be resolved within 10 working days of the initial application
  8. In all cases the final conclusion will be endorsed by the Complaints Resolution Officer
  9. The appellant will be advised in writing of the outcome of their appeal
  10. If the outcome is not to the satisfactory of the appellant, they may write to the Complaints Resolution Officer setting out in detail the issue of concern. They may also seek an appointment with the Complaints Resolution Officer
  11. If the appellant is not satisfied with the decision they have the option to seek outside assistance to pursue the appeal. An industry-training representative may be invited to act as an objective party in order to negotiate a satisfactory resolution. Students can also call the National Training Complaints Hotline on 13 3873 (select option 4) and lodge a complaint. They will advise the participant of what actions may be required to deal with the complaint.
  12. All appeals will be handled as Staff-In-Confidence and will not affect or bias the progress of the appellant in any current of future training

4. Administration

All complaints and appeals will be discussed at Management Review Meetings for continuous improvement of the processes.

All Complaints and Appeals are to be held on file.

Details concerning the scope of the Complaints and Appeals Policy are to be advised to all staff and available on to company server.

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