Complaints and Appeals Policy

Document Title: Complaints and Appeals Policy

Document Number: CAP-001

Effective Date: June 8, 2024

Review Date: June 8, 2025

1. Purpose

The purpose of this policy is to outline the framework for handling complaints and appeals at Rosehill College. This policy ensures that complaints and appeals are managed in a transparent, fair, and efficient manner, in compliance with Standard 6 of the Standards for Registered Training Organisations (RTOs) 2015 and Standard 10 of the National Code of Practice for Providers of Education and Training to Overseas Students 2018.

2. Scope

This policy applies to all students, staff, and stakeholders of Rosehill College, including domestic and international students, trainers, assessors, and any third-party providers.

3. Policy Statements

3.1 Approach to Handling Complaints and Appeals

  • Transparency and Fairness: Rosehill College ensures that complaints and appeals are handled with transparency, fairness, and in accordance with principles of natural justice.
  • No Cost to Students: The internal complaints and appeals process is conducted at no cost to the students.
  • Investigation and Resolution: All complaints and appeals are investigated promptly, and corrective actions are taken where necessary to prevent recurrence.

3.2 Types of Complaints and Appeals

  • Complaints: May relate to Rosehill College, its staff, trainers, assessors, learners, or any third-party providing services on behalf of the College.
  • Appeals: May be made regarding any decision by Rosehill College, including assessment decisions.

3.3 Procedures for Handling Complaints and Appeals

  • Submission: Complaints and appeals must be submitted in writing using the Complaints and Appeals Form available from the college administration or on the college website. Complaints must be submitted within 30 calendar days of the incident, and appeals within 30 calendar days of the decision.
  • Acknowledgment: Complaints and appeals will be acknowledged in writing within 3 working days of receipt.
  • Review: The review process begins within 5 working days of receipt and is finalized within 30 calendar days. Complex cases are provided with regular updates.
  • Outcome: Outcomes are communicated in writing, including the reasons for the decision.

3.4 Consequences and Actions

  • First Warning: Issued for initial incidents of non-compliance or misconduct.
  • Second Warning: Issued if issues persist despite the intervention strategy.
  • Notice of Intention to Report: Issued if compliance is not met after two warnings, potentially affecting visa status for international students.

3.5 Rights and Support

  • Support Person: Individuals may have a support person of their choice present at any meetings.
  • Independent Assessment: An independent assessor reviews an assessment decision that is being appealed.

3.6 Record Keeping

  • Documentation: All records of complaints and appeals are kept and entered into the complaints and appeals register.
  • Confidentiality: Information regarding complaints and appeals is handled confidentially.

4. Procedures

4.1 Submission of Complaints and Appeals

  1. File the Complaint/Appeal:
    • Submit the completed Complaints and Appeals Form to the Administration and Student Support Officer.
    • Include detailed information and any supporting evidence.
  2. Acknowledge Receipt:
    • The Administration and Student Support Officer acknowledges the complaint/appeal in writing within 3 working days.
  3. Record Details:
    • Record the complaint/appeal details in the complaints and appeals register.
  4. Review and Investigate:
    • Conduct an investigation, involving meetings and collecting further evidence as necessary.
    • Simple complaints are resolved quickly; complex cases are investigated thoroughly within 30 days or longer with updates.
  5. Communicate Outcome:
    • Provide written feedback to the complainant/appellant, including the outcome and reasons.
  6. Appeals Handling:
    • If unsatisfied with the internal outcome, refer the appeal to an independent mediator.

4.2 External Appeal Process

  1. Referral to Mediator:
    • If the internal process fails, refer the matter to an independent mediator (Resolution Institute for domestic students or Overseas Students Ombudsman (OSO) for international students).
  2. Cooperate with Mediation:
    • Cooperate fully with the mediation process and implement the decision or recommendation promptly.
  3. Notify DESE:
    • For international students, notify DESE via PRISMS if applicable.

5. Responsibilities

  • CEO:
    • Investigate complaints and appeals, make decisions in conjunction with relevant staff, and ensure compliance with this policy.
  • Academic Manager:
    • Assist in investigating and making decisions, facilitate external decisions, and manage appeals processes.
  • Administration and Student Support Officer:
    • Process and file complaints and appeals documentation, acknowledge receipt, and record details in the register.

6. Review Compliance

  • Monthly Review: Complaints and appeals are reviewed monthly on the RTO Management Meeting agenda.
  • Governance Schedule: Reviewed as per the Governance Schedule.
  • Annual Review: Conduct an annual review using the ASQA RTO Self-assessment tool template, Section 6 Completion.

7. Document Control

  • Version Number: V1.1
  • Approved By: CEO
  • Approval Date: June 8, 2024
  • Review Date: June 8, 2025