Any staff member can receive a complaint or appeal. Where possible, complaints are resolved immediately. All complaints and appeals are and resolved within 60 calendar days of receipt. If the school RTO considers that more than 60 calendar days are required to process and finalise the complaint or appeal, the complainant or appellant will be informed of the reasons for the extended timeframe in writing and will be regularly updated on the progress of the matter. The school RTO will maintain a secure Complaints and Appeals Register, documenting all complaints and appeals received, as well as actions taken and decisions made. The school RTO will undertake a continuous improvement process that includes reviewing both the details in the Complaints and Appeals Register, and the complaints and appeals policy and procedures, and taking appropriate corrective action to eliminate or mitigate the likelihood of the same problems occurring again. Procedures If a complaint relates to a report about harm or safety, refer to your school’s appropriate Student Protection procedures. On receipt of a verbal complaint: Resolve the complaint if possible, documenting the complaint, its actions taken and decisions made in the secure Complaints and Appeals Register. If the complaint cannot be promptly and simply resolved, advise that an appropriate member will deal with the complaint, but a written record of the complaint is required. To put a complaint/appeal in writing, advise the complainant/appellant that: they may use the support of a third party in progressing the complaint/appeal they can put the complaint/appeal in writing themselves you can make a written record for them to sign. In this case note whether the complainant/appellant wants the support of a third party ensure the complainant and dates the form identify yourself, and your role within the school RTO sign and date the form yourself. On receipt of a written complaint/appeal: if the complaint/appeal is not in relation to the RTO Manager forward it to the RTO Manager it into the secure Complaints and Appeals Register. if the complaint is in relation to the RTO Manager forward it to the Deputy Principal responsible for the Senior School enter it into a separate secure Complaints and Appeals Register, which is kept separate from the main Register. send a prompt written acknowledgement to the complainant from either the RTO Manager or the Deputy Principal responsible for the Senior School, as appropriate.
Any staff member can receive a complaint or appeal. Where possible, complaints are resolved immediately. All complaints and appeals are and resolved within 60 calendar days of receipt. If the school RTO considers that more than 60 calendar days are required to process and finalise the complaint or appeal, the complainant or appellant will be informed of the reasons for the extended timeframe in writing and will be regularly updated on the progress of the matter. The school RTO will maintain a secure Complaints and Appeals Register, documenting all complaints and appeals received, as well as actions taken and decisions made. The school RTO will undertake a continuous improvement process that includes reviewing both the details in the Complaints and Appeals Register, and the complaints and appeals policy and procedures, and taking appropriate corrective action to eliminate or mitigate the likelihood of the same problems occurring again. Procedures If a complaint relates to a report about harm or safety, refer to your school’s appropriate Student Protection procedures. On receipt of a verbal complaint: Resolve the complaint if possible, documenting the complaint, its actions taken and decisions made in the secure Complaints and Appeals Register. If the complaint cannot be promptly and simply resolved, advise that an appropriate member will deal with the complaint, but a written record of the complaint is required. To put a complaint/appeal in writing, advise the complainant/appellant that: they may use the support of a third party in progressing the complaint/appeal they can put the complaint/appeal in writing themselves you can make a written record for them to sign. In this case note whether the complainant/appellant wants the support of a third party ensure the complainant and dates the form identify yourself, and your role within the school RTO sign and date the form yourself. On receipt of a written complaint/appeal: if the complaint/appeal is not in relation to the RTO Manager forward it to the RTO Manager it into the secure Complaints and Appeals Register. if the complaint is in relation to the RTO Manager forward it to the Deputy Principal responsible for the Senior School enter it into a separate secure Complaints and Appeals Register, which is kept separate from the main Register. send a prompt written acknowledgement to the complainant from either the RTO Manager or the Deputy Principal responsible for the Senior School, as appropriate.
Complaints%20and%20Appeals%20Public%20Statement%20for%20Website.docx