Believing in fairness at The Island, this Quality Assurance Grievance Policy regulated by the RTO handles any grievances that may occur...
Quality Assurance System : Grievance Policy ... Related Standard : AQTF Standard 1.5
Policy The RTO will deal with...
customer complaints, grievances and appeals in a constructive and timely manner.

It is our policy to ensure that each
1 Complaint, grievance appeal and its outcome is recorded in writing
2 Appeal is heard by an independent person or panel
3 Appellant has an opportunity to formally present his or her case
4 Appellant is given a written statement of the appeal outcomes, including reasons for this decision.

This policy ensures that
> All disputes or grievances will be handled professionally and confidentially in order to achieve a speedy resolution
> All parties have a clear understanding of the steps involved in the grievance policy
> Students and staff are aware of the policy and procedures for handling grievances and are informed of those in writing at induction.
Procedure This procedure describes...
the process by which trainers and trainees may have problems addressed effectively, efficiently, professionally and confidentially.
Definitions A grievance, complaint or appeal is...
deemed to be dissatisfaction with the procedures, outcomes or the quality of service provided by employees of the RTO in relation to the following processes
> Enrolment the quality of training delivery
> Training/competency assessment, including recognition
of prior learning
> Issuing of results, certificates and/or statements of attainment
> Any other activities associated with the delivery of training and assessment services
> Other issues such as discrimination, sexual harassment, student amenities, etc.

A grievance, complaint or appeal is deemed to be a formal grievance, complaint or appeal when...
1 It is made in writing to the RTO operation manager
2 The complainant is encouraged to raise the complaint with the relevant trainer, trainee, administrator or coordinator
3 If it is unable to be resolved, the grievance can be taken before the RTO Operations Manager and recorded in writing.
4 If the RTO Manager is unable to resolve the grievance, it will be referred to the appeals committee.

This committee will comprise 3 members from the following
> A trainer with expertise in the area concerned,
> A student/trainee enrolled in the area concerned
> The training manager
> A representative of the student/ trainees employer
> An appropriate external party with expertise in the area concerned
If the grievance... is still unresolved it may be refered to the directors of the RTO.
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