COMPLAINT AND APPLEAL POLICY
1. We accept the National Code of Good Practice for Responding to Complaints about Vocational Education and Training Quality, which requires us to take prompt action and be consistent in our responses to complaints about training:
2. A complaint or appeal is deemed to be dissatisfaction with the procedures, outcomes or the quality of service provided by employees of Melbourne Institute of Nails & Beauty in relation to, but not limited to, the following processes:
(a) Enrolment;
(b) training delivery;
(c) training/competency assessment, including recognition of prior learning;
(d) Issuing of results, certificates and/or statements of attainment;
(e) any other activities associated with the delivery of training and assessment services;
(f) other issues such as discrimination, sexual harassment, student amenities, etc.
(g) It may also include any dissatisfaction or complaint about refund policy of other money related issues.
3. The Complaint and Appeal procedure must be conducted according with the following principles:
(a) The complaint must be considered in a impartial, equitable and unbiased manner;
(b) Access to Complaint and Appeal procedure must be made readily available to the students;
(c) All employees or contractors and prospective trainees are provided with a copy of the Complaint and Appeal Policy.
(d) All appeals are to be heard, in ultimate instance, by an independent person.
(e) All disputes must be handled professionally and confidentially in order to achieve a satisfactory resolution.
(f) Each appellant/complainant will be provided with the opportunity to present his or her case at each stage of the process.
(g) All grievances will be managed fairly and equitably and as efficiently as possible.
(h) All discussions relating to complaints, grievances and appeals are to be recorded in writing and the appellant/complainant provided with a written statement of the outcomes, including reasons for the decision.
Internal grievance procedures:
4. Any issue or complaint can be addressed to the Educator or the Education Manager ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it. ) or the RTO chief executive ( This e-mail address is being protected from spambots. You need JavaScript enabled to view it. ) even by e mail. The Educator records the complaint and the discussion outcome in the Complaint and Appeal Form and gives a copy to the student.
5. If the issue has been solved, a proper note has to be taken in the appropriate space of the form. All the complaints are filed into the Complaint and Appeal register along with the action taken.
6. If a suitable outcome is not reached the issue can be referred to the RTO Chief Executive or in alternative to the Human Resources Manager.If a complaint is associated with assessment results, the staff member, in consultation with the assessor/trainer, reviews the initial assessment and/or identifies alternative assessment methods, and notifies the trainee accordingly.
Appeal
7. If the complaint is unable to be resolved, the Institute contacts and arranges for an appropriate external and independent agent to act as mediator between the parties.
8. The appeal can be referred to the Institute of Arbitrators & Mediators Australia (IAMA)Direct: 03 9607 6908 FAX: 03 9602 2833 or any other independent body chosen by the parties, except when the appeals regards
(a) Assessment of competencies;
(b) Assessment in the RPL Process.
9. When the appeal regards assessment the student will be referred to an independent trainer and assessor from another RTO.
10. Melbourne Institute of Nails & beauty bears the cost associated with the appeal procedure.
Action to be taken
11. Where a complaint is found to be sustained Melbourne Institute of Nails & Beauty will take whatever action has been recommended or/and needed to ensure that the issues are addressed in the most appropriate manner according to the mediator suggestions.
12. All complaints and appeal are reviewed at least once a year to evaluate the action that needs to be taken.
This policy has been writtem in July 2008 and revieved in September 2011. Veriona number: 4