Complaints & Appeals
Your right to complain
Every client and student of AVTES has the right to complain about how they are treated or the service they are provided with. Or appeal a decision to include assessment decisions or make a complaint involving the conduct of:
a) the RTO, its trainers, assessors or other staff;
b) a third party providing services on the RTO’s behalf, its trainers, assessors or other staff; or
c) a learner of the RTO.
We view complaints as an opportunity to improve our overall service and increase the satisfaction of our clientele.
AVTES is committed to addressing complaints as soon as they emerge. In an effort to successfully resolve the complaint through discussion and conciliation.
All complaints will be dealt with fairly. The process used by AVTES provides the client with an opportunity to have their complaint dealt with effectively and efficiently.
Furthermore, AVTES agrees to respond to and co-operate with any complaints handling mechanism or process established by the Department of Education and Early Childhood Development from time to time.
Any complaints that involve allegations of AVTES employee’s misconduct as described under Reportable Conduct and Organisational Duty of Care towards a student under 18 years of age enrolled as a School-Based Apprentice or Trainee will fall under the Victorian Reportable Conduct Scheme. AVTES will liaise with the student’s school in investigating any allegation.
How to make a complaint
AVTES has a system in place to ensure all complaints are acknowledged and addressed appropriately. In line with government legislation and statutory guidelines. You are able to make a complaint in 2 ways:
Students and clients are encouraged to raise any concerns they may have informally with their Trainer Assessor in the first instance. Or by phoning 1300 764 418. If the concerns are not resolved the student/client can take further action by lodging a written complaint/appeal.
Clients may submit a written complaint/appeal to the Directors of AVTES using the Complaint/Appeal Application Form. The written complaint should be lodged within 5 working days from the initial date of informal discussions with the relevant Trainer Assessor. If the client has not raised the concern with their Trainer Assessor a written complaint can still be lodged and should be done so as soon as possible.
What happens when you lodge a complaint?
When a written complaint/appeal is received, AVTES will contact the complainant to set up a meeting within 14 days of receiving the written complaint/appeal. Discussions between the relevant Trainer Assessor, Program/Department Manager and student or client will take place at that meeting to determine an appropriate outcome.
The outcome, including rationale, will then be presented in writing within 14 working days to the complainant.
If more than 60 calendar days are required to process and finalise the complaint or appeal, AVTES will inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required, and to regularly update them on the progress of the matter.
How do I appeal a decision?
If the outcome does not resolve the issue for the complainant, an appeal is the next option available. The appeal is to be submitted in writing to AVTES using the Complaint/Appeal Application Form.
The appeal application will then be addressed by the Directors of AVTES and/or a panel of senior organisational personnel and all parties involved to consider the claim and arrive at an outcome.
The outcome, including rationale, will be presented in writing within 14 days to the complainant.
If the complainant/appelant is not satisfied with the outcome they may request that the matter be referred to an external dispute resolution process by a body appointed for this purpose by AVTES. The details of the external body and contact details are:
Level 1, 13-15 Bridge Street, SYDNEY, NSW 2000.
Telephone: 02 9251 3366. Fax: 02 9251 3733
AVTES will give due consideration to any recommendations arising from the external review within 14 days.
If unsatisfied with an outcome of an appeal or a complaint, the complainant is entitled to contact other organisations for assistance, such as:
- Australian Skills Quality Authority (ASQA): www.asqa.gov.au/complaints
- National Training Complaints Hotline: Phone 13 38 73
What happens once a complaint is dealt with?
All documentation relating to a complaint will be kept on the client’s training file.
AVTES will action any reasonably practicable improvements that may be required by its operations and practices in order to avoid substantiated complaints/appeals.
AVTES will ensure that all complaints and appeals lodged are recorded and stored in the organisation’s Complaints and Appeals Register within 30 days of a complaint or appeal being satisfactorily resolved.