Complaints and Grievances
Correct Training Systems will deal with any complaint in an effective and timely manner. Correct Training Systems ensures that any student, client , staff member or other stakeholder can make a complaint without retribution and have the complaint settled within an agreed time frame. All stages of the complaint process will be documented in writing, in a CTS complaints file managed by the Operations Manager.
All complaints and appeals will be investigated and analysed to inform suitable corrective action, and continuous improvement. All complaints will be reviewed on a regular basis, as part of Correct Training Systems management review and continuous improvement.
In the event of a complaint the complaintiff should first approach the person with whom they have a grievance with an attempt to informally resolve the problem.
If the student, or other stakeholder feels that this is not possible, or they were unsuccessful in their own attempt at achieving a resolution, the person should seek the support of their trainer/ assessor or another support person who will assist in providing and completing a formal incident/ complaint/appeals form.
Formal complaints may be submitted by the following manner:
All complaints and appeals will be investigated and analysed to inform suitable corrective action, and continuous improvement. All complaints will be reviewed on a regular basis, as part of Correct Training Systems management review and continuous improvement.
In the event of a complaint the complaintiff should first approach the person with whom they have a grievance with an attempt to informally resolve the problem.
If the student, or other stakeholder feels that this is not possible, or they were unsuccessful in their own attempt at achieving a resolution, the person should seek the support of their trainer/ assessor or another support person who will assist in providing and completing a formal incident/ complaint/appeals form.
Formal complaints may be submitted by the following manner:
- Approach a staff member and make a formal verbal complaint
- By phoning Correct Training Systems
- By email to Correct Training Systems
then - Completion of the Complaints and Appeals form and submitting to the administration office and/or mailing to the Correct Training Systems
- when describing the issue, be specific, factual and include details.
Include dates and times, venues, and the names of people involved, only include details relating to your complaint or appeal, - attach evidence to support your complaint or appeal
—this might include email, correspondence, records of conversations, course materials, assessment tasks, photographs, assessment task instructions, assessment result and feedback, or website screenshots.
- An informal approach to the person with whom the student has the complaint/appeal
- An opportunity to meet with a representative from Correct Training Systems who will document the complaint using the CTS incident complaint appeals form
- Nominate a support person to accompany them at any stage of the dispute resolution process.
- An opportunity for all parties to be informed of concerns / allegations and formally present his or her case in a timely manner
- A staff member who has not been involved in the appeal to investigate and review the complaint so as to resolve the complaint in an unbiased manner
- An independent review by an external consultant or appropriate body.
Independent mediation is available through Community Justice Centres,Department of Justice, National Alternative Dispute Resolution Advisory Council (NADRAC)- Attorney Generals Department. Any cost involved in engaging a independant third party will be split equally between the complainant and Correct Training systems - Outcomes of the complaint to be documented and distributed to all stakeholders in a timely manner.
- The person responsible for the management and corrective action and outcome of any appeal or complaint must be independant of the circumstances, showing procedural fairness. This may require arrangements with an independant third party.
- The right to confidentiality and discretion when initiating or becoming involved with a complaint or appeal. All records of all complaints and appeals should be maintained in a secure manner, with confidentiality of the matter being paramount.
- The right to the assurance that whenever possible, all complaints will be resolved fairly by a process of discussion, cooperation and conciliation.
- The right to have complaints and appeals acknowledged in writing and finalised as soon as practicable ( aiming for less than 60 days), with regular updates provided to the complaintif or appellant on the progress of the matter
- Both the person making the complaint, and the person against whom the complaint has been made, has the right to receive information, support and assistance in reporting and resolving the issue. No party is to be marginalised or disadvantaged.
- Anyone can make a complaint to ASQA about a provider's delivery of training and assessment.
ASQA can accept complaints about:
-the quality of training and assessment services being delivered by ASQA-registered providers,
-the marketing and advertising practices of registered training organisations (RTOs) and organisations claiming to be RTOs.
Students must first seek to have the complaint or appeal investigated through CTS’s internal complaints and appeals resolution processes.Refer to www.asqa.gov.au/students/complaints.
Complaints about training providers can be made here at ASQAConnect.
