Complaints Policy

Complaints Policy (version 1)

Purpose

All complaints are to be considered in a transparent, objective and unbiased manner. The Complaints Policy incorporates the principles of justice and fairness. This policy can be accessed by the students in the Student Handbook and on the website. This policy adheres to the Northern Territory of Australia Anti-Discrimination Act 2007.

If required all complaints are made available to NVR to ensure transparency, accountability and confidence. The student is provided with the Australian Skills Quality Authority (ASQA) complaint phone number 1300 701801 and the email [email protected]

Train Safe NT will investigate all complaints, and the student can be anonymous or confidential. After the investigation policies or procedures may be changed to improve services. However, some processes cannot be modified as they may be regulated by registering bodies, Commonwealth, State or Territory legislation.

Scope - This policy applies to:

All students (including prospective and former students)
All staff of Train Safe NT (including its the CEO, trainers and assessors and any contractors)
All stakeholders and clients, including employers
Any third-party delivering training, assessment or support services on behalf of Train Safe NT
Any other person impacted by or interacting with Train Safe NT operations.

This procedure applies to complaints including but not limited to:

• Behaviour or actions of Train Safe NT staff, students or its representatives
• Decisions or services of Train Safe NT or any third parties
• Course content, assessment processes, enrolment fees, facilities or student support
• Breaches of privacy, equity, safety or other policy obligations.

Train Safe NT is committed to ensuring that all complainants especially students feel safe, informed and supported throughout the complaints process. Support is tailored to meet the individual’s needs and may include:
Advocacy and Representation: Complainants may nominate an external advocate or representative of their choosing (e.g. family member, legal advocate, union rep, or community liaison) to:

• Communicate on their behalf
• Be present at any stage of the investigation
• Represent their views or concerns where necessary.

Culturally Appropriate Support: Where needed, Train Safe NT will offer or arrange for culturally appropriate support services (e.g. Aboriginal or Torres Strait Islander liaison officers, translators, or interpreters) to ensure complainants can fully participate in the process.

Definitions

Complaint is an expression of dissatisfaction with a service, decision, action or behaviour by Train Safe NT or its representatives.
Grievance isa minor or informal complaint addressed at the local level, often resolved without formal procedures.
Procedural Fairness is the right of all parties to be heard, to have decisions made impartially and to receive clear reasons for decisions.

High Risk Complaints

Any complaints such as harassment, racism, abuse, violence, online abuse, physical or sexual harassment, dangerous behavior or work health safety. Will be thoroughly investigated and may involve the Police or other agencies.

Medium Risk Complaints

All complaints such as assessment, enrolment process, trainer’s behavior, topics, subject, trainer’s delivery style, language, student’s behavior, policies, procedures, USI, PPE, employers, third parties or any other issues. Will be thoroughly investigated and may involve other agencies.

Students can appeal their result

Students that are not satisfied with their result such as Not Yet Competent, can appeal the result. Go to Student Appeals Result Policy, this is in the Student Handbook and on the website.  A complaint can be by verbal, email, phone, third parties, contractors or via the Complaints Form. The complaint can be communicated to any Train Safe NT employee.

Procedure

1.Trainers that receive complaints by email, phone or verbals, these must be communicated to the CEO.
2.If trainers receive complaints, they are to encourage the complainant to use the Complaints Form, however this is not a requirement. People can complain by any method.
3.The CEO will address all complaints and determine the level of risk. If the complaints are high risk, the investigation will be implemented within 24hrs. If the complaint is medium risk, the investigation will be implemented within seven (7) days.
4.The CEO will either conduct the investigation or appoint an impartial arbitrator, not connected to the subject of the complaint. This may include: The complainant can seek advice from other agencies:

• An independent and unbiased trainer/assessor
• An external reviewer where impartiality cannot be obtained internally

5.The investigation will be conducted in a fair and unbiased manner.
6.Offer all parties the chance to present their case.
7.Allow the complainant to be supported by a third-party representative or advocate (e.g. parent, support person, legal representative, interpreter)
8.For email, phone or verbal complaints, the CEO will use the Complaint Form and document the issue and the outcome.
9.The complainant will be informed and advised of the outcome. The decisions made by Train Safe NT will be transparent.
10.If the complainant documents the issue on the Complaints Form and emails to Train Safe NT. Train Safe NT will acknowledge receipt of a Complaint Form within three (3) days.
11.The CEO will address every complaint and the complainant will be informed of the outcome by email or mail within fourteen (14) days of lodging the Complaints Form.
12.If the complainant is not satisfied with the outcome, they will be informed and advised of how to appeal the decision.
13.Any policy changes that are made to the operation of Train Safe NT must be documented in the Complaints Policy.

If the complainant is not satisfied with the outcome, they can appeal the decision.

The complainant can seek advice from other agencies:

• Consumer Affairs Northern Territory ph. 1800 019 319
• Northern Territory Ombudsman ph. 1800 806 380

Procedure

1.If the student is not satisfied with the outcome. The CEO will inform and advise the complainant of how to appeal the decision.
2.The cost of the appeal will be $100. To be paid prior to Train Safe NT.
3.The complainant must appeal the decision within seven (7) days.
4.The complainant must document their specific grievances with the outcome of their original complaint, this can be emailed or mailed to Train Safe NT. Alternatively, a Complaint Form can be printed from the website and the complainant can hand write their grievance, this must be emailed to Train Safe NT.
5.Train Safe NT will assemble a panel (arbitrators) of two (2) individuals from industry or another RTO within twenty one (21) days.
6.The arbitrators must have knowledge of VET or the RTO Revised Standards. The arbitrators must be transparent, objective and unbiased manner.
7.The panel will assess the complaint or grievance and make a decision based on the evidence. The panel’s decision must be documented and the “reasons why” recorded.
8.The complainant and Train Safe NT must be informed of the panel’s decision by email or mail within five (5) days.
9.The panel’s decision and “reasons why” must be filed within five (5) days of the event in the student’s file.
10.A total of less than thirty (30) days will be adhered to resolve all complaints and appeals. If for some unforeseeable reason, this timeframe is not able to be adhered to, the complainant will be notified in writing and advised of the reasons and an adjusted timeline for resolution.
11.Any policy changes that are made to the operation of Train Safe NT must be documented in the Complaints Policy.
12.All Complaint Forms and evidence will be stored in the Complaints Register file.

Responsibilities: James Gorrie the CEO