Complaints and Appeals

Definition

This policy applies to complaints generated by a member of the public, a consumer or a student of QTC’s services. A complaint may be about anything done, or not done, by management or another employee or employees of QTC, which the customer or client feels has been unfair or unjust. The complaint may also be about but not limited to, discrimination, harassment, or any other decision or behaviour which is thought to be unfair, unjust or upsetting.

Policy

QTC has a positive attitude towards complaints. Complaints give us the opportunity to develop the quality of our services and accordingly our Policy complies with the Australian Standard. Customers are encouraged to complain when they are dissatisfied and/or would like to see us further improve our service delivery and Staffs are encouraged to appreciate complaints and respond to them effectively.

The Complaints Policy is regularly reviewed to ensure effective outcomes. The policy is made readily available to consumers. Complaints are responded to promptly and the outcome of complaints is recorded.

Principles

We recognise the need to be fair to both the person making the complaint and the person against whom the complaint is made. Complaints are treated confidentially when requested.

Procedure

All staffs are trained to respond to complaints constructively.

The process for making a complaint is simple and usually involves:

  • talking to a member of QTC staff;
  • talking to the Director of QTC;
  • writing a letter; and
  • providing feedback on an evaluation form, or some similar simple means.


Appeal Process

If a person making a complaint is unsatisfied with the response from QTC, the Director QTC will advise whether it would be appropriate for QTC Australia to take any action or whether the complaint should be referred to a relevant external body, for example ASQA http://www.asqa.gov.au/complaints/complaints.html the Ombudsman, or the Anti Discrimination Board.

Steps to Complain

  • Approach the person concerned
  • Make every attempt to solve the problem with the person involved
  • If the matter remains unresolved
  • Approach the Manager of Training (Director of QTC)


The Director of QTC is responsible for investigating a complaint or appeal and recommending the appropriate response or action. If the complaint is about a specific individual, the Director’s response will include:

  • Informing the person about whom the complaint is made and seeking their views and perspective;
  • Giving consideration to the use of a mediator; and
  • Informing complainant/appellant of the outcome of the complaint within five (5) working days.

If the matter remains unresolved:

Refer your complaint to ASQA

ASQA will review a training provider when:

  • previous attempts to resolve the matter through the RTO Complaints & Appeals process and/or independent mediation have failed; and
  • the circumstances are such that attempts to resolve the matter directly with the RTO may result in victimisation or harassment.


In addition to the above ASQA require that:

  • details of the complaint or appeal are received in writing; and
  • The complaint provides evidence or examples to substantiate claims that the complaint relates to a potential breach of registration requirements.


Application for Lodging a Complaint or Appeal

Details of Complainant/Appellant Date:

Details of Complaint/Appellant

Action Taken

Referred to Director: Yes/ No Date:

Action Taken

Referred to ASQA: Yes/ No Date:

Action Taken

Outcome: Resolved/ Unresolved

Recorded in register: Date: