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Complaints and Appeals Policy

All complaints and appeals will be approached with an open view and attempt to resolve problems through discussion and conciliation with appropriate personnel.

Complaints

All complaints will be approached with an open view and attempt to resolve problems through discussion and conciliation with appropriate personnel.

Policy:

  • The Institute of Strategic Management will issue a copy of the Complaints Policy and Procedure to all new client’s under the Registered Training Organisation Conditions of Registration/Endorsement
  • Any written complaint will be documented in the Complaints Register and the problem will be resolved fairly and equitably within a nominated time frame
  • The complaints register will contain the following information:
  • If the complaint is unable to be resolved, the staff member contacts and arranges for an appropriate external and independent agent to act as mediator between the parties. This independent person will in normal circumstances be the national registering body.
  • If a complaint is associated with assessment results, the client, in consultation with the assessor/trainer, reviews the initial assessment and/or identifies alternative assessment methods, and notifies the student accordingly
  • All applicants shall be given the opportunity to formally present their case to the mediator
  • The applicant shall be notified in writing the outcomes of the complaint

Appeals

All appeals will be approached with an open view and attempt to resolve problems through discussion and conciliation with appropriate personnel.

Policy:

  • Upon resolution of a complaint, the client may wish to dispute the outcome of a resolution/assessment and seek a reassessment. All appeals are requested to be submitted in writing
  • The Institute of Strategic Management will include all appeal details in the Appeals Register
  • If the appeal is in respect of assessment a reassessment is conducted within a reasonable timeframe by an independent third party assessor, the appellant will be given the opportunity to formally present his/her case. This is designed to ensure fairness and consistency and underpins the continuous improvement process
  • If the appeal is to dispute the outcome of a complaint other than an assessment, the appeal will be scheduled to be heard by an independent person or panel, inviting the appellant to formally present his/her case
  • Upon a decision being made, the appellant is provided with a written statement of the appeal outcomes, including reasons for the decision. All decisions are documented in the Appeals Register

Action to be taken

Where a complaint is found to be sustained the RTO will take whatever action is needed to ensure that the issues regarding the complaint are addressed so that it does not reoccur. Such action may include counselling of staff where necessary.

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