Have any questions? (02) 8832 4499 training@mytradestart.com.au

Appeals, Complaints and Grievances 

Complaints and grievances

MTS recognises that differences and grievances can arise from time to time. Quick settlement of these matters is in the best interest of all parties concerned and the following steps are implemented to ensure this happens.

  1. Advise us if you are dissatisfied or have any concerns about our products, services, processes or policies.
  2. Advise us if you think you or your student has been treated unfairly or unjustly.

The above can be done by emailing info@mytradestart.com.au or by contacting us on (02) 8832 4499 to inform us of your concern. We will then discuss the matter with you and endeavour to resolve the problem.

Should your complaint/grievance not be resolved informally you may request a formal complaints form through the process listed below:

  1. Submission of Complaint or Grievance – Formal complaints or grievances must be submitted to the he General Manager Training – RTO by completing Complaints, Grievances and Appeals Form accessed via our Appeals, Complaints And Grievances page on our website
    https://www.mytradestart.com.au/complaints-procedures/
    or
    https://my-trade-start.rtosafe.com.au/Public/Complaints/New
    or emailing
    Louise.Kinloch@mtansw.com.au
    for a link.
  2. Acknowledgement of Receipt – The General Manager Training – RTO will acknowledge receipt of the complaint or grievance in writing within 24 hours of the form being lodged.
  3. Assessment and Outcome – he General Manager Training – RTO will assess the complaint or grievance, determine an appropriate outcome, and notify all relevant parties in writing within 10 working days.
  4. Further Action – If the complainant is dissatisfied with the outcome, they will be informed of their right to escalate the matter through an external or independent body.

MTS will thoroughly assess your concern and consult with you to achieve a suitable outcome for up to 60 days. We will also review the solution to ensure that it has been suitable and effective, ensuring you remain satisfied. You will be provided with a written response from MTS regarding the solution to your concern.

Should your concern remain unresolved you have the right to esca escalate the matter through an external or independent body, they are listed below.

Who to contact

  • Issues to do with quality of training, contact the Australian Skills Quality Authority (ASQA)
    Website: www.asqa.gov.au
  • Smart and Skilled enquiries/complaints
    Phone: 13 28 11 / 1300 772 104
    Email: SmartandSkilled.Enquiries@det.nsw.edu.au
    Online enquiry and feedback form
  • Consumers specifically asking for a refund or similar should contact NSW Fair Trading
    Phone: 13 32 20, Monday-Friday, 8:30am to 5pm
    Website: www.fairtrading.nsw.gov.au
  • If it is a work health and safety issue contact Safe work NSW
    Phone: 13 10 50, Monday-Friday, 8:30am to 5pm
    Website: www.safework.nsw.gov.au

Instances where you may require assistance include but are not limited to:

  • Being given false information by MTS
  • The communication process with MTS has broken down and the transfer of information is either incomplete or misunderstood
  • Confusion about what to do
  • Being unable to carry out a task successfully due to lack of training time and resources
  • not agreeing on the quality levels being provided by MTS
  • Your expectations of the service delivery not being met
  • Availability of resources and suitable alternatives are not being provided

Still not sure?

The National Training Complaints Hotline will direct you to the relevant authorities or the most appropriate organisation to assist you.

Assessment Appeals

There is an assessment appeal process in place should the employer/supervisor or the student believe the assessment process was inappropriate or unfair.

Should this occur you should discuss the issue firstly with the Training Officer and if a satisfactory arrangement is not reached, you may complete a formal assessment appeal form on our website
https://www.mytradestart.com.au/complaints-procedures/
or
https://my-trade-start.rtosafe.com.au/Public/Complaints/New
or emailing
Louise.Kinloch@mtansw.com.au
for a link.

This is then lodged with the General Manager Training RTO who will review the issue and consult with you to find a solution. Should you be dissatisfied with the outcome, the General Manager Training RTO will arrange for an alternative Training Officer to reassess you.

If no satisfactory solution is reached you can appeal to State Training Authority, ASQA or the National Training Complaints Hotline:

Any Questions?

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