Complaints & Appeals Policy

Purpose

Currumbin Palm Beach RSL & Services Memorial Club Inc (34 116 049 336) trading as Ignite Education is committed to undertake all necessary actions to ensure that student complaints, grievances and appeals can be resolved in accordance with the principles of natural justice, in a fair and timely manner.

Ignite Education strives to deal with issues as soon as they emerge, to avoid further disruption in the training process or the need for a formal complaint.

This Policy aims to ensure that:

• Students understand that their complaints will be treated seriously, and in a confidential and professional manner to ensure a timely outcome
• Ignite Education seeks to protect the rights and privacy of all involved and to facilitate the return to a comfortable and productive learning environment
• Students are aware of the procedures related to this policy – Ignite Education’s Complaints and Appeals Procedure and their right to take their complaint or appeal to the National VET Regulator if they wish to do so
• Should they so wish, the individual has a right to have decisions or assessments affecting them reviewed by an independent party

Definitions

• Appeal: An Appeal is a request for the reconsideration of a decision that has already been made. An
  Appeal can only be made by the person that the original decision affected
• Complaint: A Complaint is the formal communication of dissatisfaction with a product or service
  provided by the Industry Pathways
• Please refer to: Complaints & Appeals Procedure, Complaints and Appeals Form

This policy applies to all Ignite Education students, staff, contractors & partners. Should a student have a grievance in relation to any matter concerning Ignite Education staff, other students or procedures, there is a process in place to ensure that the grievance can be resolved amicably.

Students have access to a complaints and appeal procedure if they feel they have been unjustly treated or have a serious complaint.

Any parties to the grievance or complaint may be assisted or accompanied by a support person regardless of the nature of the grievance or complaint.

Academic Appeal

A student may challenge the issue of a result from a Course/Unit of Competency if they believe the outcome to be inappropriate, at any time within a two (2) month period of receiving the result of the Course/Unit of Competency.

Ignite Education believes that a student, who has a complaint or appeal, has the right to raise the complaint or appeal and expect that every effort will be made to resolve it in accordance with this policy, without prejudice or fear of reprisal or victimisation.

Ignite Education will maintain a student’s enrolment while a complaint and appeal process is continuing however, this does not exclude Ignite Education from reserving the right to suspend a student from attending class if that is considered necessary during this period.

Complaints & Appeals Procedure

Should a student have a complaint or appeal, the following steps are to be followed:

• The student should discuss the issue or complaint with the person involved to try and resolve it
  verbally.
• The student should request assistance from the Trainer or alternatively the RTO General Manager
  or CEO
• The student should complete a Complaints and Appeals Form (Appendix 1) and submit this to the
  RTO General Manager or CEO who will respond to you within 10 days from receipt of the letter.
• If the complaint or appeal still has not resolved Ignite Education will:
•  Make arrangements for an independent third party to resolve the issue and outline any costs that
  may be involved with this to the student.
• The student will be given the opportunity to formally present his or her case. The time frame for
  this process may vary but should take no longer than 14 days.
• All parties involved will receive a written statement of the outcomes, including reasons for the
  decision within the 14-day period.
• If the process is taking longer than 60 days from the complaint or appeal being received the student
  will be notified in writing of the reason for the delay and kept informed about all progress.
• Ignite Education recognises all complaints and appeals as serious issues and will endeavour to
  obtain fair ruling on any matters addressed by a student of the College. Confidentiality will be
  maintained throughout the process of making and resolving complaints.
• If the aggrieved party is dissatisfied with the resolution, they have the right to appeal. Appeals must
  be made within twenty-one (21) days of receiving the complaint resolution in writing via email and
  addressed to RTO General Manager or CEO. The circumstances of any appeal are analysed by an
  independent senior manager of Ignite Education (this person will have no previous connection or
  involvement with the original complaint). A written statement documenting the outcome of the
  appeal will be provided to the complainant within five (5) working days of receipt of the appeal.
• Upon resolution Ignite Education will take the necessary steps to implement any recommendations
  arising from the external dispute resolution process within ten (10) working days

Record Keeping

• All records of any complaints and appeals will be kept on file, including all documentation and
  meeting minutes will be kept on the student file. Documented records are maintained by Ignite
  Education for a period of no less than seven (7) years.

•  Records can be accessed by the student by written request
•  All student records are confidential and private.

External Organisations

Queensland Training Ombudsman

Should any party continue to be dissatisfied with the outcome of a complaint and appeal they may refer this to an external dispute resolution process via the Queensland Training Ombudsman, a body appointed for this purpose.
Students may contact/email the Queensland Training Ombudsman directly at: Queensland Training Ombudsman, PO Box 15090, City East, QLD 4002 Freecall: 1800 773 048 Website : www.trainingombudsman.qld.gov.au Email: info@qto.qld.gov.au

Australian Skills Quality Authority (ASQA)

Should any party be concerned about Ignite Education as a registered training provider then they
may approach the Regulatory Authority.
Concerns should be addressed to: Australian Skills Quality Authority (ASQA) at:
https://www.asqa.gov.au/complaints

Complaints and Appeals Policy and Procedure

The Complaints and Appeals Policy and Procedure is available via:

• Ignite Education’s Student Handbook
• Ignite Education’s website: https://www.ignite.edu.au

Complaints and Appeals Form
The Complaints and Appeals Form is available below