Policy – Complaints and Appeals Policy

Complaints and Appeals Policy 

1. Purpose

Aspen Medical Training is committed to providing a fair and transparent process for dealing with complaints and appeals. The purpose of this policy is to provide a fair, equitable, and confidential means of resolving complaints relating to Aspen Medical Training Academy.

2. Scope

This policy applies to all RTO staff, learners, and complainants wishing to submit a
complaint against another person, or a complaint against the RTO’s process or system. A complaints process has been implemented to ensure that all complaints are dealt with in a fair and timely manner.

3. Policy

A complaint is an expression of dissatisfaction, this can be against the following areas:
a. Learner raises a complaint against another learner.
b. Learner raises a complaint against the RTO.
c. Learner 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 learner.
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.

If a learner, trainer, or staff member is experiencing any difficulties, they are encouraged to discuss their concerns with the Head Trainer of the RTO. The Head Trainer will make themselves available at a mutually convenient time.
If a learner or staff member wishes to make a formal complaint, they may complete a Complaints and Appeals Form. This is included in the Student & Participant Handbook and the Trainer Handbook.  A Complaints and Appeals Form can be submitted by completing an online submission via JotForm. The JotForm link can be requested by emailing [email protected] or by completing an enquiry webform via our website.

If required, the learner has the right to have a third party/support person assist them
through the Complaints Process, this may be due to language barriers or simply at the learners’ request.  If a complainant decides to appeal a determination, they must request via [email protected] a copy of, and lodge, an Application for Reconsideration of a reviewable Decision Form within ten (10) working days of receiving a final determination.

For more information on the right to appeal, complainants can refer to the Aspen Medical Training Academy Participant Handbook.  Should the complainant disagree with the result of the appeal by the RTO, a complaint can be lodged to:
• ASQA – Complaints about training providers | Australian Skills Quality Authority
(ASQA)
• National Training Complaints Hotline (National Training Complaints Hotline –
Department of Employment and Workplace Relations, Australian Government
(dewr.gov.au)
– Phone: 13 38 73, Monday–Friday, 8am to 6pm nationally.
– This website has the online Complaints Form, as well as individual state and
territory information for additional resources.

4. Complaint Handling Process

Aspen Medical Training Academy will:
• Acknowledge the receipt of the complaint within ten (10) working days.
• Log your complaint in a register of complaints.
• Review and investigate the complaint.
• Contact the complainant and investigate options to resolve the issue.
• Inform complainant of the progress of their complaint and of the final resolution.
• Advise complainants the avenues for further review of their complaint, if not satisfied with the outcome.

5. Record Keeping
All complaints and appeals are recorded by way of a register and includes the following information:
• Details of the complainant and the nature of the complaint.
• Date lodged.
• Action taken.
• Date of resolution and reason for decision.
• Indication of complainant being noticed of outcome.
• Complainant response and any further action