Complaints and Appeals Policy
1. Purpose
Aspen Medical Pty Ltd RTO #88188 (Aspen Medical Training) is committed to providing a fair and transparent process for dealing with complaints and appeals concerning the RTO. The purpose of this policy is to provide a fair, equitable, and confidential means of resolving complaints and appeals relating to Aspen Medical Training.
2. Scope
This policy applies to complainants and appellants wishing to lodge an appeal or make a complaint to the Registered Training Organisation. A complaints and appeals process has been implemented to ensure that all RTO complaints and appeals are dealt within a fair and timely manner and is made available within the Student Handbook on our website.
2.1 Complaints
A complaint is an expression of dissatisfaction relating to people, services, systems, facilities, or resources within the RTO. Examples of complaints include:
a. Student raises a complaint against another student.
b. Student raises a complaint against the RTO.
c. Student raises a complaint against a Third Party.
d. RTO staff raises a complaint against a Third Party.
e. RTO staff raises a complaint against another staff member or a student.
f. A complaint is raised against a process of the RTO.
g. A complaint is raised against the training equipment or resources of the RTO.
h. A complaint is raised against the training environment or safety during Training.
2.2 Appeals
An appeal is a formal process for requesting a reconsideration or reassessment of a decision made by Aspen Medical Training.
2.3 Aspen Medical Employees
Employee complaints related to workplace matters are covered by the “AMCPP18 Complaint Handling Policy”. This RTO policy does not override workplace grievance mechanisms.
3. Policy
The Complaints and Appeals process is available on our website as detailed in the Student Handbook. If a student or trainer is having difficulties, they are encouraged to initially discuss their concerns with the Student Support Officer. If this is not possible or the issue is unresolved, the individual may submit a formal complaint or appeal.
If a complainant/appellant does not wish to raise a formal complaint but still wants to provide feedback or suggestions for improvement, they may complete the “AMTAF27 Opportunity for Improvement Form”, which is available within the Student Handbook or by contacting the Student Support Officer.
If a complainant/appellant wishes to make a formal complaint or appeal, they must complete the “AMTAF28 Complaints and Appeals Form”, which is available in the Student Handbook or by requesting it from the Student Support Officer. If required, the student has the right to request a third-party/support person to assist them through the Complaints and Appeals Process.
Appeals against formal decisions must be submitted in writing to [email protected]. The appellant must also complete the “AMTAF06 Application for Reconsideration of a Reviewable Decision Form” within ten (10) working days of receiving the original decision.
Information on the right to appeal is available in the Student Handbook and on the Aspen Medical Training website.
4. Complaint and Appeal Handling Process
When a formal complaint or appeal is received, Aspen Medical Training will:
a. Acknowledge receipt in writing within 10 working days.
b. Register the complaint or appeal in a dedicated log for transparency and tracking.
c. Assign the matter to an impartial investigator who was not involved in the complaint or original decision.
d. Conduct the investigation in a fair, objective and confidential manner.
Throughout the process, the complainant or appellant will be updated on the progress of their case. Aspen Medical Training aims to resolve all matters within 60 calendar days. If it becomes clear that more time is needed, the RTO Manager will:
a. Inform the complainant or appellant in writing, explaining the reason for the delay.
b. Provide regular updates on progress until the matter is finalised.
5. External complaint options
If the appellant is not satisfied with the outcome of the appeal, they have the right to escalate the matter to an external authority.
Complaints can be directed to the Australian Skills Quality Authority (ASQA) via their website: asqa.gov.au. ASQA provides a secure online complaints form and guidance for learners and training providers.
Alternatively, concerns can be raised through the National Training Complaints Hotline, managed by the Department of Employment and Workplace Relations. The hotline provides a central contact point for complaints about vocational education and training:
a. Phone: 13 38 73
b. Hours: Monday to Friday, 8am to 6pm (nationally)
c. Website: dewr.gov.au/national-training-complaints-hotline
Both services offer information by state and territory and can provide independent support throughout the escalation process.
6. Record Keeping
All complaints and appeals, whether informal or formal, are recorded and maintained in a secure register. Documentation is kept in accordance with our internal policies and the compliance requirements outlined in the Standards for RTOs 2025. Confidentiality is upheld at every stage of the process.