Email: info@academus.edu.au
Purpose
Academus Training Institute (ATI) is committed to providing quality training and assessment services in a fair, supportive and transparent environment. This policy establishes the principles, responsibilities and processes required to manage feedback, complaints and appeals in accordance with the Outcome Standards 2025, ensuring:
- Procedural fairness
- Timely and effective resolution
- Student protection and support
- Confidentiality and privacy
- Continuous improvement across ATI
Relevant Standard(s)
Standard 2.7
National Vocational Education and Training Regulator (Outcome Standards for NVR Registered Training Organisations) Instrument 2025 – Feedback and Complaints
Standard 2.8
National Vocational Education and Training Regulator (Outcome Standards for NVR Registered Training Organisations) Instrument 2025 – Appeals
Scope
This policy applies to the following persons and matters:
Applies to
- All VET students (current and prospective)
- Staff, trainers and assessors (employed or contracted)
- Contractors
- Third-party providers (where applicable)
- Any person affected by ATI's actions or decisions
Covers
- Feedback and complaints about ATI, any third parties, and any person employed or contracted by ATI
- Appeals where a decision of ATI (or a third party) adversely affects the student
Definitions
Feedback
Comments or suggestions about ATI services, quality, or improvements.
Complaint
An expression of dissatisfaction requiring a response or resolution.
Appeal
A request for a review of a decision that adversely affects a student (e.g., assessment outcome).
Complainant / Appellant
The person making a complaint or lodging an appeal.
Procedural Fairness
Impartial handling, opportunity to be heard, and evidence-based decisions.
Guiding Principles
1
Fair and Transparent Process
- Processes are clear, accessible, and consistently applied.
- ATI provides information on how to lodge complaints and appeals through its Student Handbook and website.
2
Procedural Fairness
- Matters are handled impartially and respectfully.
- No person involved in the original matter will be the decision-maker for the review, where practicable.
- All parties are given a reasonable opportunity to present their information and evidence.
- Decisions are based on evidence and documented reasons.
3
Accessibility and Support
- ATI provides assistance to students who require help to lodge a complaint or appeal (including LLND support).
- Students may be accompanied by a support person at any meeting.
4
Timely Resolution
- ATI aims to acknowledge complaints/appeals within five business days.
- ATI aims to finalise outcomes within 30 calendar days where practicable.
- If delays occur, ATI will provide progress updates and revised timeframes.
- Urgent matters (e.g., safety, harassment, serious misconduct) are prioritised.
5
Confidentiality and Privacy
- Information is managed confidentially and shared only with personnel directly involved in resolution.
- Records are stored securely in accordance with ATI's record management requirements.
6
Non-Victimisation
- No student or staff member will be disadvantaged for raising a complaint or lodging an appeal in good faith.
7
Continuous Improvement
- Feedback and complaints are analysed to identify trends and improvement opportunities.
- Actions and outcomes are recorded in the Continuous Improvement Register.