Complaints & Appeals Policy

DRAFT DOCUMENT — For internal review only. This document has been prepared as a starting point and must be reviewed and finalised by a qualified Australian lawyer before publication or use. Placeholders marked [INSERT] must be completed by the Institute prior to finalisation.

1. Purpose

The Institute of EI ([INSERT RTO CODE]) is committed to providing a fair, transparent, and accessible process for managing complaints and appeals. This policy ensures that all students, staff, and stakeholders have the right to raise concerns and have them addressed promptly, impartially, and consistently.

This policy satisfies the requirements of the 2025 Standards for Registered Training Organisations (RTOs) in relation to feedback, complaints, and appeals.

2. Scope

This policy applies to:

• All current and prospective students of the Institute
• Employers and industry partners
• Staff members
• Any third parties engaged in the delivery of training or assessment on behalf of the Institute

3. Definitions

4. Principles

All complaints and appeals will be managed in accordance with the following principles:

• Accessibility — The process is easy to understand and use, with support available for those who need it.
• Fairness — All parties are treated with respect and given the opportunity to present their perspective.
• Impartiality — Complaints and appeals are assessed objectively and without bias.
• Confidentiality — Information is handled with discretion and disclosed only to those who need it to resolve the matter.
• Timeliness — Complaints and appeals are acknowledged and resolved within the timeframes set out in this policy.
• No detriment — Raising a complaint or appeal will not adversely affect a student’s enrolment, assessment outcomes, or standing with the Institute.

5. How to Submit a Complaint or Appeal

5.1 Informal Resolution

Students are encouraged to first attempt to resolve issues informally by speaking directly with the relevant trainer, assessor, or staff member. Many concerns can be resolved quickly at this level.

5.2 Formal Complaint

If informal resolution is not possible or appropriate, a formal complaint may be submitted:

• By email to: contact@instituteofei.com.au
• By post to: [INSERT ADDRESS], [INSERT SUBURB], [INSERT STATE] [INSERT POSTCODE]
• Via the complaints form available on the Institute website

Complaints must be submitted in writing and should include: the nature of the complaint, the relevant dates and people involved, any supporting evidence, and the outcome being sought.

5.3 Assessment Appeal

If a student disagrees with an assessment decision, they may request a review. The appeal must be lodged within 20 business days of receiving the assessment outcome.

Appeals must be submitted in writing and should include: the assessment in question, the grounds for appeal, and any supporting evidence or documentation.

6. Timeframes

7. Investigation Process

1. The complaint or appeal is received and acknowledged in writing.
2. The matter is assigned to a staff member not directly involved in the complaint.
3. The respondent is notified and given the opportunity to respond.
4. All relevant evidence is gathered and assessed impartially.
5. A decision is made and documented.
6. Both parties are notified of the outcome in writing, including reasons for the decision.
7. Required corrective actions are implemented.

8. External Review

If a student is not satisfied with the outcome of the internal process, they may seek external review through:

• Australian Skills Quality Authority (ASQA): www.asqa.gov.au | 1300 644 844
• The relevant state or territory ombudsman
• Australian Competition and Consumer Commission (ACCC) for consumer law matters

The Institute will not charge any fee for lodging a complaint or appeal, or for accessing external review.

9. Record Keeping

All complaints and appeals, and the actions taken to resolve them, will be documented and stored securely. Records will be retained for a minimum of five years and made available to ASQA upon request.

10. Continuous Improvement

Complaints and appeals data will be reviewed regularly by management to identify patterns, systemic issues, and opportunities for improvement. Outcomes will inform updates to policies, procedures, and training delivery.

11. Policy Review

This policy will be reviewed annually or following any significant regulatory change. Last reviewed: April 2026. Next review: April 2027.

The Institute of EI | RTO Code: [INSERT RTO CODE] | www.instituteofei.com.au