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Complaints and Appeals

RTO2378 Nhulunbuy High School

Client Complaints and Appeals
 
Client Complaints
 
RESPONSIBILITY OF
CEO
VERSION NUMBER
1.4
EFFECTIVE FROM
11 February 2014
NEXT REVIEW DATE
February 2015
REVIEWED BY
VET Management Committee
 
 
7. CLIENT COMPLAINTS
 
Any complaint will be treated seriously, sensitively, and impartially, and the student should be confident that there will be no negative consequences, and that the complaint will be fairly investigated by the RTO. Confidentiality will be strictly observed by all participants and at all stages of the complaints Procedure.
 
The complaints procedure comprises a number of stages, and can be used for complaints about the delivery and qualify of services, including teaching, or any other matters relating to the experience of being a student of Nhulunbuy High Schools' RTO.
 
The concept of procedural fairness is derived from the principles of natural justice.
 
1. The complaint will be investigated by the VET Coordinator
2. The VET Coordinator will discuss the student's issues with the person/service concerned
3. All persons affected are given a fair hearing
4. The VET Coordinator may refer the issue to the Assistant Principal/Principal for resolution - if required this complaint may include the school counsellor and/or parents
5. If the VET Coordinator and/or Principals consider the complaint is justified, staff will be notified to immediately implement the decision or action required and the student will be provided with a written explanation
6. If the complaint is no upheld, then the student will be given a written explanation, detailing the reasons for that decision
 
The VET Coordinator will take all reasonable measures to finalise the complaints process as soon as practicable, and a written record of the complaint and its outcome will be retained on file. A copy of the statement/s of findings will be provided to the student.
 
If the matter is still unresolved then DOE General Manager for East Arnhem will be contacted to resolve the situation
 
Students may appeal RTO decisions - see appeals policy 7B
 
 
Client Appeals
 
RESPONSIBILITY OF
CEO
VERSION NUMBER
1.1
EFFECTIVE FROM
11 February 2014
NEXT REVIEW DATE
February 2015
REVIEWED BY
VET Management Committee
 
 
7(B) CLIENT APPEALS
 
If a student is dissatisfied with a decision made by the RTO, he/she can lodge an appeal to have the case reviewed at no cost to the student. This includes decisions relating to complaints outcomes and assessment appeals, as well as notifications of unsatisfactory course progress, unsatisfactory attendance, misbehaviour, refusal to provide a letter of release, and/or pending cancellation of enrolment by the RTO.
 
The request will be considered by the VET Coordinator, who may decide;
 
1. To establish an internal appeals panel; or
2. that there are insufficient grounds to take further action, thus concluding the consideration of the matter under these internal procedures
 
The review will be conducted in private and all relevant facts will be taken into consideration. The student may attend and be accompanied by a friend or representative who may speak and act on his/her behalf, including providing evidence. If the complaint involves a member of staff, he/she will also be invited to present his/her case to the panel. A person will be appointed to take a written record of the meeting. a copy of all related documentation, including a statement of findings demonstrating the reasons on the student's file and a copy of the statement/s of finding will be provided to the student.
 
If the matter is still unresolved then DOE General Manager for East Arnhem will be contacted to resolve the situation.