Complaints and Appeals Policy and Procedure  OPR V4.2 2025.09

    1. Purpose
    • The purpose of this policy is to ensure that all complaints and appeals are managed in a fair, transparent, efficient, and timely manner in compliance with the Standards for RTOs 2025. This supports continuous improvement and provides confidence to learners, staff, and stakeholders in the integrity of our processes.

     

    1. Scope
    • This policy applies to:
    • All current and prospective learners of Solar Training Centre (STC)/ Green Business Audit & Training (GBAT).
    • All staff, trainers, assessors, contractors, and third parties providing services on behalf of STC/GBAT.
    • Complaints related to services, facilities, staff conduct, marketing, enrolment, training and assessment, and administration.
    • Appeals against academic or administrative decisions, including assessment outcomes.

     

    1. Policy Statement
    • Learners and stakeholders have the right to lodge a complaint or appeal without fear of reprisal.
    • Complaints and appeals will be addressed promptly, impartially, confidentially, and with respect.
    • All processes will be free of charge to the complainant/appellant.
    • STC/GBAT will maintain accurate records of all complaints and appeals and take corrective action where necessary.
    • Where STC/GBAT cannot resolve a complaint internally, it will advise the complainant of appropriate external bodies for review.

     

    1. Definitions
    • Complaint: An expression of dissatisfaction with services, processes, or conduct of the RTO or its staff/contractors.
    • Appeal: A request for review of a decision made by the RTO, commonly relating to assessment outcomes or procedural fairness.
    • Natural Justice: Ensuring fairness, the right to be heard, and impartial decision-making.

     

    1. Principles
    • All complaints and appeals are addressed promptly, objectively, and with sensitivity.
    • The process is accessible, free of charge, and available to all stakeholders.
    • Complainants and appellants are informed of the process, their rights, and expected timeframes.
    • All parties have the right to be accompanied or assisted by a support person.
    • Complaints and appeals are recorded, tracked, and reviewed for continuous improvement.
    • Outcomes are communicated in writing, including reasons for decisions.
    • There is no adverse treatment for any person making a complaint or appeal.

      

    Section 1 – Complaints

    Despite all the efforts of STC/GBAT to provide satisfactory services to its students, clients, employers, and other stakeholders, complaints may occasionally arise that require formal resolution.

     

    1. 1. Responding to complaints

     

    • Students and clients are encouraged, wherever possible, to resolve concerns or difficulties directly with the person(s) concerned to deal with the issue before it becomes a formal complaint. STC/GBAT staff members are available to assist students in resolving their issues.

     

    • Matters that cannot be resolved at the time they occur must be referred to the STC/GBAT Chief Executive Officer for review. The internal review process is set out as:

    1.2.1        Acknowledgement

    1.2.2        Investigation

    1.2.3        Outcome

    1.2.4        Possible Outcomes

    1.2.5        Continuous Improvement

     

    • Students must lodge a formal complaint via the Complaints and Appeals Form available at our offices or by emailing info@greenrto.com.au. A form will be forwarded to the students within 3 business days acknowledging receipt of the complaint, with a full outline of the complaint. Students must lodge the completed form via email to info@greenrto.com.au within 7 days of the date we provide them with the form, and we will acknowledge its receipt. The following procedure will be followed when a complaint form is received:

     

    • The Complaints and Appeals Form will be forwarded to the Chief Executive Officer, who will review the matter and determine the appropriate response.

     

    • If the complaint refers to the CEO, then the CEO will not be involved in the investigation. The investigator and decision maker will have no personal interest in the outcome of the appeal/complaint. If necessary, an independent person shall be brought in from outside STC/GBAT to address the complaint/appeal.

     

    • If a conflict of interest arises between the complainant and the investigator, all conflicts of interest must be declared before any procedures commence. If the Conflict of Interest is too interwoven in the complaint/appeal, an independent person will be engaged to conduct the investigation.

     

    • The Chief Executive Officer will provide the complainant with a written response within 20 working days, which will include the allegations, evidence, and critical issues regarding the complaint/appeal from when the complaint is received at STC/GBAT and will include information that demonstrates how the matter was reviewed and what actions and outcomes have been identified as a result of the complain

     

    • At all times, the complainant has the opportunity to respond to any correspondence received by STC/GBAT in relation to this matter. This can be done in writing or orally.  If done orally, the STC/GBAT representative will convert the oral conversation into a written document and have both parties sign for continuance of the complaint.

     

    • The complaint decision will be based ONLY on credible and relevant evidence.

     

     

    Section 2 – Appeals

     

    1. Appeals Procedure

     

    • Applications by students for reconsideration (e., an appeal) of what is in their view an unfavorable decision or finding are to be treated with the highest importance. Appeals must be lodged within 28 days from the date the original decision or  finding is communicated to the student. The following procedure is to be followed when an application for appeal is received by STC/GBAT

     

    • Appeals must be requested in writing. Students must lodge a Complaints and Appeals Form available at our offices or by emailing info@greenrto.com.au, which STC/GBAT will acknowledge within 7 business days of receipt.

     

    • The Chief Executive Officer will consider applications for appeal based on procedural fairness

     

    • In the case of an assessment appeal and following an internal review of the assessment, STC/GBAT may appoint an independent, qualified assessor to review and make a decision on the assessment at STC/GBAT’s cost.

     

    • The Chief Executive Officer will provide the complainant with a written response within 20 working days from when the appeal is received by STC/GBAT or as soon as is practicable. The response will include the full appeal/complaint items identified by the complainant. However, in some cases, particularly if the matter is complex, the resolution may take longer.

     

    • The written response will include information on what actions and outcomes have been identified as a result of the appeal. The appellant has the opportunity to respond orally or in writing. If done orally, the STC/GBAT representative will convert the oral conversation into a written document and have both parties sign for continuance of the complaint.

     

    • If the appellant is not satisfied with the response, the appellant has the opportunity for a person or a body that is independent of STC/GBAT to review his or her complaint or appeal following the internal STC/GBAT complaint and appeals procedure. This service will be at the cost of the appellant. The appellant is required to meet their own costs concerning travel, time, and preparing any submission to an independent person or body.

     

    2.8. Students have several external appeal options, if they are not satisfied with the outcome of the appeal/complaint including-

     

    1. ASQA http://wwasqa.gov.au/complaints/making-a-complaint.html
    2. The National Training Complaints Hotline Ph 136268

     

    2.9. At the conclusion of this review, decisions or outcomes of the appeals process that are found in favors of the student, or otherwise, shall be implemented immediately.

     

           Section 3- Enrolment Status

    1. Enrolment status

     

    Where a student chooses to access this policy and procedure, STC/GBAT will maintain the student’s enrolment while the complaints and appeals handling process is ongoing

     

           Section 4 – Continuous Improvement

     

    1.   Continuous Improvement

    Once the appeal/complaint has been resolved, STC/GBAT will use the process and results as an opportunity to improve processes and procedures. The analysis of the information will be recorded in the Continuous Improvement Register, and all parties will be involved in a meeting to discuss improvements in the future.

     

    Section 5 – Staff Involvement

     

    1. Staff Involvement

     

    During Staff Meetings, staff are informed of this and other Policies and Procedures that may affect them. Regarding Complaints/Appeals, staff are made aware that any decisions made by STC/GBAT or any third party that may need to be involved in the complaint/appeal can be appealed.

     

    Staff must ensure the privacy and confidentiality of the process, and the applicant is not to be spoken about in any regard.