Interaction Consulting Group (Interaction) provides the appropriate mechanisms and services for students to have complaints and appeals addressed efficiently and effectively. Interaction will act on each substantiated complaint, concern, or appeal.
We maintain a complaints and appeals policy which includes provisions that manage and respond to allegations involving the conduct of the RTO, its trainers, assessors or other staff, other students and a third party providing services on the RTO’s behalf, its trainers, assessors or other staff, or a student of the RTO.
Interaction uses a systematic approach to dealing with complaints, concerns and appeals. All concerns, complaints and appeals are dealt with fairly, honestly, and without bias in a professional and fully documented manner.
The procedure for handling complaints, concerns and appeals is disseminated to students prior to and at enrolment, we follow a process to look at complaints, concerns, and appeals and deal with them in a fair and equitable manner.
There are three basic principles that apply to the process of dealing with complaints, concerns and appeals: the hearing rule, the bias rule, and the no-evidence rule.
It is also important that in making decisions, administrative decision-makers:
Once a formal receipt of the complaint is received by RTO, the RTO Manager will contact the student within 48 hours to confirm receipt of the form. The matter will be discussed by the RTO Manager and relevant staff and a written response will be provided back to the student within 10 working days from the receipt of the Complaint and Appeal form.
If the student is dissatisfied with the result, they may access external appeals at little or no cost to them.
This procedure applies to all current, prospective students, staff and third-party staff providing services on Interaction’s behalf.
The RTO Manager is responsible for the control and issue of this procedure (this may be delegated).
Interaction ensures that all students will have access to a fair and equitable process for dealing with complaints/concerns and will provide an avenue for students to appeal against such decisions which affect the student’s progress.
Every effort will be made by Interaction to resolve the student’s complaints or concerns. To this end, the RTO Manager is the person to refer formal complaints/concerns. At the time of enrolment, the complaints, concerns procedure and appeals policy will be outlined to the students.
Should the student believe that the complaint is of a level that is highly sensitive and does not wish to discuss it with their trainer or submit a complaint form to RTO Manager then they are welcome to submit the Complaint and Appeal form directly with the Chief Executive Officer (CEO). The CEO will meet with the student and consider the complaint following the same process as would the RTO Manager listed below.
Note: if the complaint is about another student and/or trainer there may be a requirement to separate both parties until the issue is reviewed and then resolved. In some cases, there may be a need to contact external parties such as police or other authorities. The RTO manager and CEO will decide the seriousness of the issue.
Where a complaint or concern cannot be resolved internally, the RTO will provide a person independent of the RTO to hear the appeal.
The student is free to have one support person in attendance at the meeting(s).
Where we consider that it will take longer than 60 days to process and finalise the complaint or appeal, we will formally advise the complainant or appellant in writing and include the reasons why more than 60 days are required and provide regular updates on the progress of the matter.
Course participants may raise any matters of concern relating to the training delivery and assessment, the quality of learning, course participants’ amenities, discrimination, sexual harassment, and other issues that may arise.
This policy provides an avenue for most complaints, concerns, and appeals to be addressed. However, in some cases, alternative measures may need to be explored. It is advisable for the student to contact the RTO Manager before lodging a formal complaint, to discuss other avenues available to them.
Course participants, who feel they may have been unfairly treated or have not been given the full training that they expected may follow the procedures listed below.
The student should first discuss the matter with their trainer/assessor. If they are not satisfied the student may then:
If the student has been advised that they are Not Yet Competent, but they believe that:
The student may query or appeal the result.
The RTO Manager will ensure as far as reasonably possible that all students are satisfied with the fairness and accuracy of the assessment processes.
Note: Interaction will accept an appeal against an assessment decision for a period of no longer than two months after the assessment decision date.
Discuss the matter with the trainer/assessor. If not satisfied, the course participant should then:
If the student is still dissatisfied with the outcome after Interaction has engaged an independent agent, (after the student has exhausted the RTOs internal complaints procedures), they may lodge a complaint with the Australian Skills Quality Authority.
The outcome of complaints and appeals will be entered into Part C of the Complaint and Appeal form.
Where applicable, corrective action will be generated and actioned within a set timeline.
All complaints and appeals will be acknowledged in writing and finalised as soon as practicable.
Note: refer to ASQA’s website before making a complaint: Ref: http://www.asqa.gov.au/complaints/make-a-complaint—domestic-students/make-a-complaint—domestic-students1.html
Skynet Licence 8140 to Interaction Consulting Group – 20220603
If the student disagrees with the result of the appeal, they may lodge a complaint by contacting the National Training Complaints Hotline on 133 873 or Consumer Affairs (within their particular state or territory).
Interaction will file records of all informal and formal discussions regarding complaints, concerns and appeals and will record such evidence on the student files and in the Student Management System database Axcelerate. If required, a Complaint and Appeal form will be raised and actioned then filed in the Quality Compliance Folder and detailed in the Complaint and Appeals Register for future reference. Complaints, concerns and appeals submitted each month will be reviewed and discussed by management at the monthly Management Meetings and recorded in the Management Review Report. The corrective action record will be used to document correct actions/improvements to ensure that the complaint is documented fully to reduce or prevent the same issue from occurring.
All complaint and appeal records and their outcomes are securely maintained. The Compliance Management System is password locked and maintains permission at different security levels, for example, the complaints, appeals and outcomes are only accessible by the CEO, Administration Manager, and RTO Manager.
The hard copies are locked in the student file archive room within locked filing cabinets, the only staff with keys are the CEO, College Manager, and Training Manager.
This policy is publicly available.
RTO Manager contact details
02 6282 9111