1. Purpose

This policy establishes a fair, transparent and accessible system for managing complaints and appeals, aligned to the 2025 Standards for Registered Training Organisations (RTOs). It ensures concerns are addressed promptly, procedural fairness is afforded to all parties, decisions are documented, and insights inform continuous improvement of services.

2. Scope

Applies to all AAA learners, prospective learners, staff, contractors, volunteers, industry clients and third parties engaged to deliver services on behalf of AAA, across all training delivery locations and modes.

3. Standards & Legislative Alignment

• Outcome Standards (2025) – Quality Area 2: VET Student Support, Standard 2.7 (Feedback & complaints) and Standard 2.8 (Appeals).

• RTO Compliance Requirements (as applicable), Privacy and data protection laws, and relevant state/territory legislation.

• Guidance: ASQA Practice Guide – Feedback, complaints and appeals (2025).

4. Definitions

Complaint: An expression of dissatisfaction with services, staff behaviour, facilities, or third-party conduct.

Appeal: A request to review a decision made by AAA, including assessment outcomes or administrative determinations.

Complainant/Appellant: The person lodging the complaint or appeal.

Procedural Fairness: Right to be heard, objective decision-maker, decisions based on evidence, reasons provided.

5. Principles

• Accessibility – Clear public information, multiple channels to lodge, reasonable adjustments for language, disability or cultural needs.
• Fairness – Impartial, evidence-based decisions; no victimisation; conflicts managed.
• Timeliness – Target timeframes and proactive updates; extensions communicated with reasons.
• Confidentiality – Records secure; information shared on a need-to-know basis only.
• Continuous Improvement – Trends analysed; corrective and preventive actions implemented; outcomes communicated.

6. Roles & Responsibilities

CEO/Accountable Officer: Approves policy; ensures resources; oversees external reviews where required.

Compliance Manager: Maintains policy; monitors registers; analyses trends; reports to governance meetings.

Student Support/Administration: Acknowledges, records, and coordinates investigations and communications.

Assessors/Trainers/Staff: Attempt informal resolution; provide evidence when requested; uphold fairness.

Independent Reviewer: Conducts impartial review of appeals where conflict of interest may exist.

7. Policy Statements – Complaints

AAA operates a complaints management system that: (a) accepts feedback and complaints about AAA and any third parties or personnel; (b) ensures procedural fairness; (c) sets reasonable timeframes; (d) provides avenues for external review; (e) documents outcomes and uses insights for continuous improvement.

8. Policy Statements – Appeals

AAA operates an appeals management system that: (a) allows students to appeal decisions that adversely affect them; (b) ensures procedural fairness; (c) specifies reasonable timeframes; (d) provides avenues for independent review at no or low cost; (e) documents and communicates outcomes and supports continuous improvement.

9. Procedures – Complaints

Step 1: Informal Resolution – Raise the matter with the relevant staff member as soon as practicable.

Step 2: Formal Lodgement – Submit the Complaints Form (Appendix A) via email or portal. AAA acknowledges receipt within 5 business days and records it in the Complaints Register.

Step 3: Investigation – Assigned manager (not previously involved) investigates impartially; parties may provide statements and evidence.

Step 4: Outcome – Written outcome provided within 20 business days, outlining reasons, any remedies, and right to review. If more time is needed, the complainant is advised in writing with revised timeframe.

Step 5: External Review – If unresolved, the complainant may seek external review (e.g., ASQA).

10. Procedures – Appeals

Step 1: Informal Discussion – Discuss decision with the decision-maker (e.g., assessor).

Step 2: Formal Appeal – Submit the Appeals Form (Appendix B - See staff) within 20 business days of the decision. Acknowledge within 5 business days.

Step 3: Independent Review – An impartial reviewer/panel assesses the evidence; reassessment may be offered where appropriate.

Step 4: Outcome – Written outcome within 60 calendar days. If more than 60 days is required, AAA advises reasons and provides updates.

Step 5: External Appeal – Appellant may seek independent external review (e.g., ASQA).

11. Timeframes Summary

Stage / Target Timeframe

Acknowledgement (complaint/appeal)

• Within 5 business days

Complaint investigation & outcome

• Within 20 business days (updates if extended)

Appeal outcome

• Within 60 calendar days (updates if extended)

12. Recordkeeping & Confidentiality

All documents are recorded in the Complaints & Appeals Register and stored securely for at least 5 years. Access is restricted.

13. Support & Accessibility

AAA provides assistance to lodge complaints/appeals; reasonable adjustments; interpreters on request; and multiple channels (in person, email, online).

14. Third-Party Arrangements

Complaints and appeals related to services provided by third parties are managed by AAA and incorporated into the same system. AAA oversees outcomes and ensures corrective actions.

15. Continuous Improvement & Governance

The Compliance Manager analyses trends quarterly, recommends corrective actions, and reports to governance meetings. Actions are tracked to completion.

16. Communication & Training

This policy and procedures are published on AAA’s website and learner handbook, and covered at staff induction and PD refreshers.

17. Review

This policy is reviewed annually or following regulatory changes, audit outcomes, or trend analysis insights.

18. Related Documents

• Learner Handbook

• Assessment Policy & Procedure

• Privacy Policy

• Third-Party Services Policy

• Complaints & Appeals Register