Complaints & Appeals

Australian Safety and Training Alliance seeks to provide service that is beyond client expectations. However, Australian Safety and Training Alliance also recognises that at times its service may not meet an expectation, or a decision may not be agreed by all parties. Under such circumstances Australian Safety and Training Alliance encourages any dissatisfied party to lodge a complaint or appeal.

Australian Safety and Training Alliance will ensure that it handles complaints and appeals relating to the conduct of the RTO; its trainers, assessors, or staff; a client of the RTO or if applicable a third party; fairly and without bias. The principles of natural justice and procedural fairness will be adopted at every stage of the complaints and appeals process. This will ensure that, unless the security or safety of individuals is at risk, there will be no impact on the enrolment of an individual or the status of the client relationship while a matter is in progress and all efforts will be made to assist a complainant or appellant with their matter.

All complaints and appeals (reviews of the RTO’s decisions including assessment decisions) will be acknowledged in writing as soon as practicable and requests for a party independent of the RTO will be available on request if the processes fail to resolve matters.

All complaints and appeals will be heard and decided within 60 calendar days of receiving the written complaint or appeal. If Australian Safety and Training Alliance considers more than 60 calendar days are required to process and finalise the complaint or appeal, the complainant or appellant will be informed of the reasons in writing and will be regularly updated on the progress of the matter.

Any substantiated complaints, as well as the complaints and appeals policy, will be reviewed as part of the continuous improvement processes and appropriate corrective action taken to prevent or reduce the likelihood of reoccurrence. All matters pertaining to complaints and appeals will be securely stored and protected.

The Chief Executive Officer of Australian Safety and Training Alliance is ultimately responsible for ensuring that Australian Safety and Training Alliance complies with this policy (and the procedures).

The Policy will be provided on the Australian Safety and Training Alliance website. For further information on how to make a complaint or lodge an appeal, contact the Office on  Ph: 07 4153 2800 or download & complete the form RTO-F-19 and email to:  info@austsafe.net.au