Complaints & Appeals

Allens Training Pty Ltd has a Student Complaints and Appeals Policy and Procedure ensuring that all student grievances are considered confidentially with expediency, fairness and transparency to the satisfaction of all parties involved.

What is a complaint?

A complaint is negative feedback about the RTO, its trainers/assessors, staff, services, a third party or a learner which has not been resolved locally. A complaint may be received by Allens Training in any form and does not need to be formally documented by the complainant in order to be acted on. Complaints may be made by any person but are generally made by students and/or employers.

What is an appeal?

An appeal is an application by a student for reconsideration of an unfavourable decision or finding during training and/or assessment. This includes decisions made by Allens Training or a third party providing services on our behalf. An appeal must be made in writing and specify the particulars of the decision or finding in dispute. Appeals must be submitted to Allens Training within 28 days of the student being informed of the assessment decision or finding.

Submission of complaints & appeals

Please call 1300 559 064 or if the complainant chooses to submit their complaint in writing, this can be completed via one of the following methods:

Appeals must be submitted in writing using one of the above options.

Allens Training have also made available a Complaints Form if the complainant wishes to submit their complaint in this format.

Early resolution of complaints & appeals

In all cases, issues that arise during training and assessment that are the source of frustration or are in dispute should be resolved at the time, as they occur between the persons involved, where possible. Sometimes, it will not be possible and in these cases you are encouraged to come forward and inform us of your concerns with the confidence that you will be treated fairly.

Handling of complaints and appeals will follow the principles of natural justice and procedural fairness by allowing anyone subject to a decision, or anyone who has allegations made against them, to tell their side of the story before a decision is made. In cases of an appeal, the decision maker must be independent of the decision being reviewed.

Complaint and appeals handling

Allens Training applies the following principles to its complaints and appeals handling:

  • A written record of all complaints is to be kept by Allens Training including all details of lodgement, response and resolution. Records relating to complaint handling are stored securely to prevent access to unauthorised personnel.
  • A complainant is to be provided an opportunity to formally present his or her case at no cost.
  • Each complainant may be accompanied and/or assisted by a support person at any relevant meeting.
  • All parties involved in the allegations will be informed and provided an opportunity to present their case.
  • Acknowledgement/receipt of the complaint must be provided to the complainant within two (2) business days of the complaint being received.
  • The handling of a complaint is to commence within seven (7) working days of the lodgement of the complaint and all reasonable measures are taken to finalise the process as soon as practicable.
  • Complaints must be resolved to a final outcome within sixty (60) days of the complaint being initially received. Where Allens Training General Manager considers that more than 60 calendar days are required to process and finalise the complaint, the General Manager or a staff member appointed by the GM must inform the complainant in writing, including reasons why more than 60 calendar days are required. As a benchmark, Allens Training will attempt to resolve complaints as soon as possible. A timeframe to resolve a complaint within thirty (30) days is considered acceptable and in the best interest of Allens Training and the complainant. A complainant should also be provided with regular updates to inform them of the progress of the complaint handling.
  • The complainant or person lodging the appeal is to be provided with a written statement of the final outcome, including details of the reasons for the outcome. A written response must be provided to the complainant within sixty (60) days of the lodgement of the complaint.
  • Allens Training shall maintain the enrolment of the complainant during the complaint handling process.
  • Decisions or outcomes of the complaint handling process that find in the favour of the student shall be implemented immediately.
  • Complaints are to be handled in the strictest of confidence. No Allens Training representative will disclose information to any person without the permission of Allens Training General Manager. A decision to release information to third parties can only to be made after the complainant has given permission for this to occur.
  • The complainant/appellant is entitled to have their view heard by a person that is without bias and may not be affected by the decision. Finally the decision must be based on logical evidence and the decision-maker must take account relevant considerations, must act for a proper purpose and must not take into account irrelevant considerations.

Review by an independent third party

Allens Training provides the opportunity for persons making a complaint or an appeal who are not satisfied with the outcomes of the complaints and appeals handling process to seek a review by an independent person. In these circumstances the Allens Training General Manager will advise of an appropriate party independent of Allens Training to review the complaint (and its subsequent handling) and provide advice in regards to the recommended outcomes.

Review by external agency

Where the complainant or person lodging an appeal is not satisfied with the handling of the matter by Allens Training, they are to have the opportunity for a body that is external to Allens Training to review his or her complaint or appeal following the internal completion of complaint or appeals process.

Students who are not satisfied with the process applied by Allens Training may refer their grievance to the following external agencies:

  •   In relation to consumer protection issues, these may be referred to the Office of Fair Trading.
  •  In relation to the delivery of training and assessment services, these may be referred to the National Training Complaints Service via the following phone number: 13 38 73. Complaints can also be lodged directly with the National VET Regulator the Australian Skills Quality Authority via their website at the following link: http://www.asqa.gov.au/complaints/complaints.html