Purpose

This Policy and Procedure provides clear and practical guidelines to ensure that complaints and appeals, received concerning My Skills Institute, about or from students, trainers, staff and/or third parties. Thus, allowing complaints and appeals to be resolved equitably and efficiently and following the principles of natural justice.

Scope

This complaints and appeals policy and procedure will manage allegations involving the conduct of:

  • My Skills Institute
  • Student(s)
  • Trainers, Assessors and other Staff
  • Stakeholders and others.

Complaints and appeals can arise from matters of concern relating to:

  • training delivery and assessment
  • assessment decisions
  • the quality of the training
  • student support
  • materials provided
  • discrimination
  • harassment

Definitions

Complaint: is any expression of dissatisfaction with an action or service of the My Skills Institute or its students, staff or agents.

Appeal: A student or complainant disputes a decision arising from a complaint, an assessment decision, or another decision made by My Skills Institute.

Policy

My Skills Institute believes that a person, who has a complaint or appeal, has the right to raise the complaint or appeal and expect that every effort will be made to resolve it per this Policy and without prejudice or fear of reprisal or victimisation.

The person has the right to present the complaint or appeal formally and in writing.

My Skills Institute will manage all complaints and appeals reasonably, equitably and as efficiently as possible. Further, My Skills Institute will encourage the parties to approach the complaint or appeal with an open mind and resolve problems through discussion and conciliation.

My Skills Institute seeks to prevent complaints by ensuring high levels of satisfaction with its training and assessment, its performance as an RTO, and its public image. If a complaint should arise, all staff are expected to be fair, courteous and helpful in all dealings with the person making the complaint or lodging the appeal and assist or refer where they can.

Where a complaint or appeal cannot be resolved first through discussion and conciliation or internal process, My Skills Institute acknowledges the need for an appropriate external and independent person or party to mediate. Accordingly, the parties involved will be allowed to formally present their case in an independent forum. 

Confidentiality will be maintained throughout the process of making and resolving complaints and appeals. My Skills Institute seeks to protect all involved rights and privacy and facilitate the return to a peaceful and productive learning environment.

Procedure

Should a person have a complaint or appeal, the following steps are to be followed:

  1. Discuss the issue directly with those involved to try and resolve it verbally.
  2. If no resolution is reached, discuss the issue with an immediate My Skills Institute employee (Manager or Trainer or Assessor or Administrator) to see if the grievance or unsatisfactory situation can be resolved.
  3. If this intervention resolves the complaint, no further action is required.
  4. If there is still no resolution, the complainant should put the following information relating to the complaint or appeal, preferably in writing to the Operations Manager in person or via email, om@myskills.institute. This written notification can be made using the Complaints Lodgment Form (MFOO003) from the My Skills Office or available at msi.qld.edu.au. The complaint can also be made to the Operations Manager in-person, face-to-face or over the phone. The complaint must include:
  • A description of the complaint or appeal
  • A statement about whether the person wishes to formally present their case
  • Information about any prior steps taken to deal with the complaint or appeal
  • What they would like to happen to fix the problem and prevent it from happening again

Note: Anonymous complaints will be accepted; however, there is no guarantee a thorough and full investigation and resolution process will be completed without full details.

Assessment appeals must be submitted within 7 days of the original decision and include:

  • the original assessment task(s) sheet and marking criteria
  • the marked assessment task(s) and marking guide
  • the reasons for the appeal relating to the decision
  • and related material to support the case
  1. Any complaint related to illegal activity, such as theft, assault or the like, will be immediately referred to the CEO and the appropriate authority.
  2. A written acknowledgement of receipt of the Complainant or Appellant will be forwarded to the complainant within five (5) working days and entered on the Complaints and Appeals Register (MREG003).
  3. The Operations Manager will either investigate the issue personally or arrange for it to be handled by a management representative. This process must commence within two (2) working days from when the Operations Manager receives the written notification. A response must be presented to the Complainant or Appellant within fourteen (14) working days.
  4. The Operations Manager (or delegate) will:
  • Undertake a preliminary enquiry to determine the nature of the complaint or appeal
  • Inform other relevant parties (if necessary)
  • Provide all parties with an opportunity to present their case (with a support person and/or parent/guardian if a student is under 18 years of age)
  • Please discuss with the parties any resolution and any arrangements required by My Skills Institute
  • Record the outcome of the discussion
  • Provide the outcome in writing to the person (and other parties if relevant)
  • Update the Complaints and Appeals Register (MREG003)
  1. Should the issue still not be resolved to the complainant’s (or appellant’s) satisfaction, My Skills Institute will arrange for an independent party to resolve the issue and outline any costs involved with this to happen to the Complainant (or Appellant). The Complainant (or Appellant) will be allowed to present their case formally. The time frame for this process may vary but should take no longer than fourteen (14) working days.
  2. All parties involved will receive a written statement of the outcomes, including the reasons for the decision, within fourteen (14) working days. If the process takes longer than sixty (60) days from the complaint (or appeal) being received, the Complainant (or Appellant) will be notified in writing of the reason for the delay and kept informed of all progress.
  3. If the person is still not happy with the outcome(s) from the independent process, Steps 5 through 9 will be followed by the CEO. Alternatively, the complainant can take their complaint (at their own cost) to:
  1. The causes will be reviewed as part of My Skills Institute’s Continuous Improvement Procedure (MPRO008) from any substantiated complaints and appeals. Appropriate corrective action will be taken to prevent or reduce the likelihood of reoccurrence. Measures will be recorded on the Continuous Improvement Register (MREG007).
  2. All documentation relating to complaints or appeals will be stored securely as per the Records Management Policy (MPOL032).
  3. The My Skills Institute Operations Manager will be responsible for implementing and maintaining this Policy and Procedure.

Complaints/Appeals not handled by this procedure

  • Complaints were raised internally by staff about any aspect of their employment or engagement with My Skills Institute.
  • When a complaint may relate to illegal activity, such as theft, assault or the like, these allegations will be immediately referred to the CEO and the appropriate authority.

Related Standard(s)

Standards for Registered Training Organisations (RTO’s) 2015 Clauses 6.1, 6.2, 6.3, 6.4 and 6.5.