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ICOBEA Pty. Ltd. is committed to responding to the needs of Learners and providing the service expected by Learners. 

In the event that Learners are not happy with any aspect of the service received, we would like the opportunity to address the issue. We encourage Learners to contact us with any concern or cause for dissatisfaction (complaints) or if they disagree with a decision made by us as a Registered Training Organisation (RTO), including a result that has been decided (an appeal).

ICOBEA Pty. Ltd. ensures that all complaints and appeals will be heard and adhere to the principles of natural justice and procedural fairness at every stage of the complaint and appeal process.

Resolutions will be reached within 60 calendar days where possible. In the case of the time frame being longer than this, ICOBEA Pty. Ltd. will communicate with the Complainant/Appellant why the process is taking longer and an estimated timeframe for resolution as well as being kept informed regarding ongoing progress. Details of all complaints and appeals will be securely maintained in a Register of Complaints and Appeals and will take appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence. 

The Chief Executive Officer (CEO) is responsible for ensuring the RTO adheres to the Complaints and Appeals Policy and Procedure.

The complaints and appeals process must be made publicly available via the RTO’s website. 

COMPLAINTS

Complaints are the expression of the dissatisfaction with the quality or any aspect of the business operations and service, including nuisances, discrimination or similar against another person, inclusive of Learners, Staff and Contractors. 

The following are examples of issues for which Learners may lodge a complaint: 

· enrolment

· training delivery

· training and/or assessment, including Recognition of Prior Learning (RPL)

· any other activities associated with the delivery of training and assessment services

· issues such as discrimination, sexual harassment, Learner amenities, etc.

First instance: 

Learners are encouraged to speak immediately with their Trainer. If the Learner is not comfortable addressing the issue with the Trainer they are encouraged to contact the RTO Manager.

Second instance: 

If the issue is not resolved the Learner is encouraged to either speak to or contact in writing the CEO.

Third instance: 

If the matter is still not resolved an independent third party will be requested to assist with resolution. Third parties may include relevant training representative(s), legal representative(s) (e.g. Anti-discrimination board or other relevant personnel). 

Outcomes of complaints will be provided to the Learner in writing within fifteen (15) working days of the decision.

In the event that a complaint has been lodged an Incident/Complaint Form must be completed and forwarded to the CEO immediately, even if the situation has been resolved to the satisfaction of all parties.

Fourth instance: 

If the Learner is not satisfied with the outcome of this procedure they should be advised of their right to contact the Australian Skills Quality Authority (ASQA) by completing the complaints form at http://www.asqa.gov.au/complaints/making-a-complaint.html

All complaints, irrespective of the outcome must be recorded in the Register of Complaints and Appeals detailing:

· Date of complaint

· Learner name

· Complaint details

· Complaint outcome

· Outcome date

If at any point throughout the complaint it is anticipated that the process will take longer than 60 days, the person submitting the complaint will be advised of the delay and the reason for the delay.

The Register of Complaints and Appeals is to be managed and maintained by the CEO. 

Complaints must be updated within the register as soon as is possible, no later than two (2) working days after the complaint is received. The outcome of the compliant must be recorded in the Complaint Register soon as possible, no later than two (2) working days after the outcome determined. 

The Register of Complaints and Appeals is to be saved electronically in the RTO’s management file in the “Complaints” subfolder within “Complaint and Appeals” section. 

A review of the complaint is to be undertaken and actions implemented to reduce the likelihood of the same complaint being reported in the future.

APPEALS

Appeals are the expression of the dissatisfaction with a decision made by the RTO, including an assessment result.

Appeals are the expression of the dissatisfaction of a decision made by the RTO. There are various grounds for lodging an appeal. These include, but are not limited to:

· assessment results

· refused refund

· refused requests for an extension

Step 1

If the Learner is not satisfied with a decision made by the RTO, they must complete the Appeals Form - Part A and forward to the CEO.

(To be submitted within 5 days of receiving a result)

Step 2

The decision is to be reviewed by a different a party other than the person who made the decision, findings of the review are to be summarised on the Appeals Form. The Learner is to be advised of the appeals outcome within ten (10) working days.

(This should occur within ten 10 working days of Step 2)

Step 3

If still not satisfied with the outcome of the appeal, the appeal is to be reviewed by the CEO. The RTO Manager who will send an acknowledgement letter to the Learner, record receipt of the Appeals Form, then conduct the review. The CEO, if necessary, will convene a review panel to thoroughly examine the appeal.

(Learners are to be advised of the outcome within ten (10) working days).

In the event that it is going to take more than 60 days to review the compliant the Learner will be notified in writing and how long it should take before a decision is made.

Step 4

If still not satisfied with the outcome of the appeal, the Learner’s appeal is to be reviewed by the RTO Manager. The RTO Manager will send an acknowledgement letter to the Learner, record the receipt of the Appeals Form, then review. The RTO Manager, if necessary, will convene a review panel to thoroughly examine the appeal.

(The Learner is to be advised of the outcome within ten (10) working days).

Step 5

If the Learner is not satisfied with the outcome of this procedure, they should be advised of their right to contact the Australian Skills Quality Authority (ASQA) by completing the complaints form at http://www.asqa.gov.au/complaints/making-a-complaint.html.

If at any point throughout the appeal it is anticipated that the process will take longer than 60 days, the person appellant will be advised of the delay and the reason for the delay.

Importantly:

1. All Employees/Contractors and prospective Learners are provided with a copy of the Complaints and Appeals Procedure in the Trainer’s and Learner’s Handbook.

2. All appeals against assessment must be lodged within five (5) working days of receipt of the outcome.

3. All complaints and appeals are to be handled professionally and confidentially in order to achieve a satisfactory resolution.

4. All parties are to have a clear understanding of the steps involved in the procedures.

5. Each Learner will be provided with the opportunity to present his or her case at each stage of the process.

6. All complaints and appeals will be managed fairly and equitably and as efficiently as possible.

7. All discussions relating to formal complaints and appeals are to be recorded in writing and the Appellant/Complainant provided with a written statement of the outcomes, including reasons for the decision.

8. ICOBEA Pty. Ltd. will provide Trainers and/or Learners with details of external authorities that they may approach with respect to their complaint if required. 

9. ICOBEA Pty. Ltd. will endeavour to resolve any complaint referred to it by ASQA within ten (10) working days of its receipt of the complaint.

10. This policy provides an avenue for most complaints and appeals to be addressed. However, in some cases, alternative measures may need to be explored.

11. ICOBEA Pty. Ltd. will encourage all parties to approach a complaint or appeal with an open view and attempt to resolve issues through discussion and conciliation. Where resolution cannot be achieved through discussion and conciliation ICOBEA Pty. Ltd. will acknowledge the need for an appropriate external and independent agent to mediate between the parties.

12. Once finalised, a review of the appeal is to be undertaken and actions implemented to reduce the likelihood of the same issue occurring in the future.

13. Records relating to the complaint or appeal including the associated registers are to be securely retained.

· Complaints Form

· Appeals Form

· Register of Complaints and Appeals

Note: If you require a “Complaints Form” or an “Appeals Form” then please email us at enquiries@icobea.com.  

Source:

Complaints and Appeals Policy and Procedure

Extract from ICOBEA Pty. Ltd.'s Organisational Policies and Procedures Manual (OPPM)

Version 5.0

Last Updated: 15 October 2023