Complaint and Appeal

Informal Complaint Procedure

1. Student has a complaint 
2. Approaches Trainer/PEO with complaint
3. Trainer/PEO resolves complaint internally on an informal basis

Formal Complaint Procedure

1. Student has a complaint 
2. Student lodges the complaint in writing to the PEO within 5 business days of the incident occuring
3. The written complaint will be acknowledged by the RTO in writing, along with an outline of the processes to be followed and an estimated time frame.
4. Review of the complaint to begin within 10 working days of the written complaint being received
5. The students enrolment will be maintained during the review process (if there is a threat the student will be deported)
6. A written statement detailing the outcome of the complaint review will be given to the student
7. In the event of a favourable outcome for the student, the RTO will immediately advise and implement any decision
8. If student unhappy with result – able to lodge internal appeals process
9. Student able to pursue external appeal at no extra cost to them if they are unhappy with the outcome of the complaint review.

To lodge a complaint please contact PEO Ms Joyce Zheng +61 451 453 562