Complaints and Appeals

Australian College of Trade seeks to prevent complaints and appeals by ensuring that students are satisfied with their training product and its outcomes.

Staff are expected to be fair, courteous and helpful in all dealings with students. Any complaint about Assessment, or assessment decisions will be treated seriously, investigated thoroughly, and dealt with according to the merit of the complaint.

The circumstances and results of any appeal are analysed by the Director of Studies. All records of any appeal will be kept on file as per the college’s Policy and Procedure.

The student’s on-going enrolment will be maintained during the complaint and appeal process. Should the student not be satisfied with the result or conduct of this process ACOT will assist the student to access an external appeals process at minimal or no cost to the student. This cannot be ASQA.

Complaints and Appeal Procedure:
The complaints procedure requires a complainant to agree to:

1. Discussion/conversation with the person/s against whom the complaint has been made. This is an initial effort to resolve the issue.
2. If the matter is unable to be resolved at this level, the complainant can formalise the complaint and the written complaint can be lodged with the CEO or their delegate. At this level the complainant should be given an opportunity to present his or her views in person to the CEO or delegate, in support of their complaint. The outcome is to be reported and forwarded in writing to the complainant within seven days of the hearing.
3. If the complaint is still unresolved, it may be referred to the CEO or delegate and an external mediator arranged.
4. All complaints are to be recorded in the Complaints Register as per the Complaints and Appeals Policy and Procedure. Whatever the result, the complaint and the course of action taken are to be recorded. The resultant documentation is to be presented at Management Meetings so that action can be implemented to correct and improve the processes giving rise to the complaints.

Click on the links below for full details of the:
Customer Complaints and Appeals Procedure.
Customer Complaint or Appeal Form