Purpose

This policy outlines the procedures for receiving, handling, and resolving complaints to improve the quality of training and assessment, enhance the experience and satisfaction of students and staff, build positive relationships, and identify opportunities for continuous improvement.

Scope

This policy applies to all feedback and complaints received from students, employers, staff, and third parties.

Policy Statement

Our organisation is committed to fostering a receptive, blame-free culture that is open to feedback and improvement. We ensure that there is no detriment to individuals who provide feedback or make complaints.

Procedures

1. Receiving Feedback and Complaints

Feedback and complaints can be submitted through various avenues, including email, our website, or directly to relevant staff members. Students, employers and members of the general public wishing to provide feedback or make a complaint may do so through the following avenues:

• W: Submit Complaints Form
• E: admin@appvoc.com
• T: 08 9472 1804
• In person with AVT Trainers and Assessors or a member of the Student Support Team.

2. Timely Response and Resolution

• AVT welcomes all feedback and takes all complaints seriously. All complaints are acknowledged and triaged for timely resolution.
• Complaints are investigated within a reasonable timeframe without unnecessary delay. We aim to ensure all complaints are resolved within 28 days. We recognise that some complaints may require more urgent attention and some may take longer to resolve. AVT utilises a risk-based system for triaging complaints.
• If timeframes are not met, we maintain regular contact with the complainant to explain any delays.

3. Procedural Fairness

We ensure procedural fairness by:

• Handling of complaints by an unbiased person.
• Providing clear and accessible processes for assessing and resolving complaints.
• Giving both the complainant and the subject of the complaint an opportunity to be heard and to provide relevant information.
• Treating similar complaints consistently to ensure fairness and reliability.
• Protecting the privacy of complainants and maintaining the confidentiality of information included in a complaint.
• Offering avenues of independent mediation by a third party where complaints are unresolved internally.

Review

This policy will be reviewed regularly to ensure its effectiveness and compliance with relevant standards and regulations.