Complaints Procedure

Stage 1 – Informal Complaint Process

  • Complaint is made to a My Trade Start trainer or staff member
  • Complaint is recorded and emailed to the RTO Compliance Manager.
  • Complaint is recorded in the Complaint Registers
  • RTO Compliance Manager engages stakeholders and assigns complaint to appropriate manager or team.
  • Relevant Manager contacts complainant within 5 working days of receiving complaint.
  • If the matter is resolved, written acknowledgement is sought from all parties
  • If the matter is unresolved, an internal investigation of the complaint is initiated by the RTO Manager.
  • The outcome of the investigation will either be a resolution of the complaint or initiation of formal complaint process.
  • The complainant (and staff member if relevant) is provided with a written statement of the outcome which outlines the details of the decision. The written statement will be provided within 10 working days by the RTO Compliance Manager.

 

Stage 2 – Formal Complaint Process

  • Written complaint is submitted to the RTO Manager.
  • The RTO Manager will acknowledge the complaint within 5 working days of receipt.
  • The RTO Manager (or independent staff member) investigates the complaint and liaises with all parties involved.
  • The complainant and staff member are provided with a written statement of outcome which outlines the details of the decision. The written statement will be provided within 10 working days by the RTO Manager.
  • If the matter is resolved, written acknowledgement is sought from all parties
  • If the matter is unresolved it will be referred to the General Manager of My Trade Start.
  • The complainant is provided with a written statement of the outcome which outlines the details of the decision. The written statement will be provided within 15 working days by the General Manager.
  • If required to attend a formal meeting/mediation session, the complainant may be accompanied at the meeting by a representative.

 

Stage 3 - Appeals Process

  • If a stakeholder remains unsatisfied with the outcome of their complaint, a written statement detailing their appeal is to be lodged with the CEO of My Trade Start.
  • The CEO will delegate the appeal to the RTO Manager for review of the original outcome and the grounds for the appeal. They will consult as necessary to investigate the appeal;
  • The CEO will contact the appellant within 10 working days to discuss the outcome of the complaint and identify the desired outcome.
  • The desired outcome will be discussed with relevant stakeholders and a solution agreed.
  • The CEO will advise the appellant in writing within 10 working days of the outcome of their appeal.
  • If the participant is still dissatisfied with the decision then they can lodge an external complaint.

 

Complaints to the Regulator

If the complainant wishes to make an official complaint to the regulator, they can complete the Complaint about a training organisation operating under ASQA’s jurisdiction form provided by the Australian Skills Quality Authority (ASQA) on their website.  http://www.asqa.gov.au/complaints/making-a-complaint.html