Student services

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COMPLAINTS & APPEALS - POLICY & PROCEDURE (10-02) 

 

QUALITY OBJECTIVE

All complaints and appeals are dealt with in a constructive and timely manner. 

 

PURPOSE

The purpose of this Policy & Procedure (P&P) is to provide guidance on the resolution of complaints and appeals made against the organisation by customers, including students, stakeholders or staff.

 

RESPONSIBILITY

The Managing Director is responsible for the implementation of this P&P manager@maritimesimulation.com.au

All other personnel are individually responsible for supporting the Managing Director to ensure continual improvement is made wherever possible.

 

REFERENCE DOCUMENTS

Reference documentation which relate to this P&P include

• TAC Policies & Guidelines (https://www.tac.wa.gov.au/about-us/Pages/Policies-guidelines-factsheets.aspx)

• TAC Fact Sheet -  RTO complaints and appeals (https://www.legislation.gov.au/Details/F2019C00503)

• Training Accreditation Council (TAC) Complaints Handling Policy (https://www.tac.wa.gov.au/SiteCollectionDocuments/2019D028.pdf)

 

REQUIREMENT

Standards for RTOs 2015 Requirements

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FMSC ensures processes which follow the principles of natural justice and procedural fairness and the decision maker is to be independent of the decision being reviewed.

 

FMSC aims to deal with complaints and appeals with two weeks of receiving the complaint or appeal. Depending on the nature of the request FMSC staff aim to provide a solution within two weeks. If a complaint or appeal (including any review process) will take more than 60 days to finalise, FMSC  will write to the people involved explaining the delay.

 

As a part of FMSC's policies and procedures records all complaints and appeals received, and document outcomes. This information will be used for internal and external review FMSC’s processes and practices to ensure the issue doesn’t happen again.

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FMSC endeavours to identify potential causes of complaints and appeals and takes appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence.

 

ISO Requirement

FMSC endeavours to ensure any nonconforming product is identified and controlled to prevent its unintended use or delivery. Establish a documented procedure to define the controls and related responsibilities and authorities for dealing with nonconforming product.

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Maintain records of the nature of the nonconformity, and any subsequent actions, (including any concessions). When the nonconformity is corrected, re-verify it to show conformity.

 

Complaints

FMSC will deal with any complaints, whether from students, clients or staff in an effective and timely manner, typically resolving all complaints within two to four weeks. Please provide written evidence to the FMSC's general manager (alden@maritimesimulation.com.au) . depending on the nature of the complaint, or if there is a conflict of interest and the issue cannot be solved then a third party will be engaged to mediate the dispute.

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A compliants form can be downloaded from the following link:

 

Assessment Appeals

A student may appeal against an assessment outcome within 14 days of receiving notification of their results.

The grounds for an assessment appeal are:

·     The judgement as to whether competence has been achieved and demonstrated was made incorrectly.

·     The assessment plan is not flexible or fair.

·     Judgement was not made in line with the assessment plan.

·     The assessment plan does not address the collection of evidence sufficiently.

 

Resolution

FMSC will deal with any complains or student appeals in an effective and timely manner, typically resolving all complaints within 60 days.

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·       Each complaint or appeal and its outcomes will be recorded in writing.

·       The RTO will act upon any substantiated complaints or appeals.

The Managing Director is responsible for managing the resolution of the complaints and appeals.

Where more than 60 calendar days are required to process and finalise the complaint or appeal, The Managing Director:

·       will informs the complainant or appellant in writing, including reasons why more than 60 calendar days are required, and

·        regularly updates the complainant or appellant on the progress of the matter.

All complaints and appeals are to be recorded on the RTO Complaints & Appeals Register and are to be reviewed at the monthly management meetings and, if appropriate, will result in a continuous improvements activity. Also possible causes of complaints or appeals are to be identified and corrective action is to be taken to eliminate or mitigate the likelihood of reoccurrence.

If the client or student is still not satisfied with the resolution of the complaint or appeal, they can

·       seek further assistance from TAC. 

·       FMSC  is to identify potential causes of complaints and appeals and takes appropriate corrective 

·       action to eliminate or mitigate the likelihood of reoccurrence

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PROCEDURE

1.     Initial complaint   

1. When a staff member is approached by a student or client about a complaint they should in the first instance attempt to resolve the issue themselves.

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2.     Receiving a complaint      

1. All complaints, whether received verbally or in writing shall be brought to the attention of the Business Manager who shall record the details on a Template – Complaints & Appeals Form.

2. All complaints will be acknowledged in writing by the Managing Director.  Such acknowledgement shall advise the complainant that further investigation will take place and a report of the findings and proposed continuous improvement actions will subsequently be reported.

3. The Business Manager will analyse all reported complaints with Directors and following investigation, continuous improvement action will be taken in accordance with P&P 0-00 – Continuous Improvement.

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3.     Response to the Customer

1. When investigation of complaints has taken place, the Business Manager shall prepare, if considered necessary, a report of all relevant findings and advise the complainant that proposed continuous improvements have been taken to eliminate causes identified.

2. This report will be approved and signed to indicate so by the Managing Director.

3. The written management response should also contain information concerning the complainant’s right to appeal the decision through an Independent Adjudicator.

4. All independent adjudicator outcomes will be communicated to the complainant in a timely manner.

5. Each complaint and its outcomes will be recorded in writing on the FMSC Complaints & Appeals Register.

6. All complaints received are to be kept on file 

7. All staff should be aware that the same process is available to them as well, should they have a complaint. 

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4.     Assessment Appeals        

1. Appeals against FMSC decisions including, assessment decisions, are to be submitted in writing on the Template – Complaints & Appeal Form

2. FMSC will deal with any student appeals against assessment decisions including in an effective and timely manner, typically resolving all appeals within two to four weeks.

3. Each appeal and its outcomes will be recorded in writing on the FMSC Complaints & Appeals Register.

·     Each appeal is heard by an independent person or panel that is mutually agreed upon 

·     Each appellant:

• Has the opportunity to formally present his or her case

• Is given a written statement of the appeals outcomes, including reasons for the decision.

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5.     The appeal for re-assessment is proven

1. If an appeal for re-assessment is proven FMSC will make all necessary arrangements to conduct the re-assessment of the student at a time that is mutually convenient for all parties concerned.

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6.     Appeal not proven           

1. If the appeal is not proven and the student is not satisfied with the resolution of the appeal, they can seek further assistance from TAC.    

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7.     Review      

1. All complaints and appeals are reviewed at the Management Meetings and if appropriate will result in a continuous improvement action.

2. The Business Manager is to maintain contact with the customer to explain or invite the customer to visit the FMSC to inspect continuous improvements action.

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KEY PERFORMANCE INDICATOR

Achievement of the Quality Objective will be measured by the number of appeals and complaint resolved without the intervention of an independent adjudicator.