Complaints and Appeals Process

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Our Services

Objective

Sonic HealthPlus provides appropriate mechanisms and services for learners to have complaints and appeals addressed efficiently and effectively. Sonic HealthPlus will act on each substantiated complaint, concern or appeal.


Requirement

Sonic HealthPlus uses a systematic approach to dealing with complaints, concerns and appeals. All concerns, complaints and appeals are dealt with fairly, honestly, with-out bias in a professional and fully documented manner. The procedure for handling complaints, concerns and appeals is disseminated through to students prior to and at enrolment, we follow a process to look at complaints, concerns, and appeals and deal with them in a fair and equitable manner.

Once formal receipt is received by Sonic HealthPlus, the RTO Coordinator will contact the student within 48 hours to confirm receipt of form. The matter will be discussed by the RTO Coordinator and relevant staff and a written response will be provided back to student within 10 working days from receipt of Notice of Complaint form. If student is dissatisfied with result, they may access external appeals at little or no cost to them.


Scope

This procedure applies to all current and prospective students, Sonic HealthPlus employees and third party providers.

Responsible parties The RTO Coordinator is responsible for the control and issue of this procedure RTO Coordinator:

Ben Clarke
Email: Ben.Clarke@sonichealthplus.com.au
Phone: (07) 3058 8322


Complaints/Concerns and Appeals Mechanism

Sonic HealthPlus ensures that all students will have access to a fair and equitable process for dealing with complaints/concerns and will provide an avenue for students to appeal against such decisions, which affect the student’s progress every effort, will be made by Sonic HealthPlus to resolve the student’s complaints or concern. To this end, the RTO Coordinator is the person to refer formal complaints or concerns. At the time of enrolment the complaints, concerns procedure and appeals policy will be outlined to students. Where complaint or concern cannot be resolved internally, Sonic HealthPlus will provide an outside independent person to hear the appeal/case. There will be little or no cost to the student.


Directive

  1. All prospective course participants will be provided with a copy of the Complaints and Appeals Policy and Procedure document.
  2. All complaints, concerns, or appeals will be handled professionally and confidentially in order to achieve a satisfactory resolution.
  3. All parties will have a clear understanding of the steps involved in the complaints or concerns and appeals procedure.
  4. Course participants will be provided with details of external authorities they may approach, if required.
  5. All complaints or concerns and appeals will be managed fairly and equitably and as efficiently as possible.
  6. All complaints or concerns and appeals and outcomes will be documented in writing.
  7. Sonic HealthPlus will attempt to resolve any complaints, concerns and appeals fairly and equitably within 10 working days from receipt of notice of complaint.

Procedures

Course participants may raise any matters of concern relating to training delivery and assessment, the quality of the learning, course participants amenities, discrimination, sexual harassment and other issues that may arise. This policy provides an avenue for most complaints, concerns and appeals to be addressed. However in some cases alternative measures may need to be explored. It is advisable for the student to contact the RTO Coordinator before lodging a formal complaint, to discuss other avenues available to them.


Training related matters

Course participants, who feel they may have been unfairly treated or have not been given the full training that they expected, may follow the procedures listed below.


Steps

  1. The student should firstly discuss the matter with their trainer/assessor. If they are not satisfied the student may then;
    1. Have the matter referred to the RTO Coordinator for consideration.
    2. The student must complete the complaints form and submit this document to Sonic HealthPlus addressed to the RTO Coordinator. Ensuring that they provide sufficient details about themselves and the course, and the circumstances surrounding the concern, complaint or appeal, who was involved, any appropriate evidence and witnesses etc.
    3. The RTO Coordinator will contact the student within 48 hours to confirm receipt of form.
    4. The RTO Coordinator will discuss the circumstances with the Trainer and make a decision.
    5. The student will be contacted with the result within 10 working days of receipt of formal complaint, the student has 5 working days to respond to formally decision.
    6. The student may then formally request a face to face meeting with the RTO Coordinator to formally present his or her case in appeal of the decision of RTO Coordinator. Once this meeting has occurred, the RTO Coordinator will respond formally within 24 hours.
    7. A written statement of the appeal outcome, including reasons for the decision will be documented and provided to student.
    8. Where a complaint, concern, or appeal cannot be resolved through discussion and conciliation, Sonic HealthPlus acknowledges the need for an appropriate external and independent agent to mediate between the parties.
    9. Sonic HealthPlus will contract such a person as and when required. Costs for an independent agent to review and make a decision on the Appeal will be little or no cost to the student.
    10. If the student is still dissatisfied with the outcome after Sonic HealthPlus has engaged an independent agent, the student may lodge a complaint with the Australian Skills Quality Authority on 1300 701 801.

Assessment related matters

If the student has been advised that they are Not Yet Competent, but they believe that:

  1. They genuinely do have the required degree of competency; and that they have provided reasonable proof of this to The RTO;
    1. The student may query or appeal the result.
    2. The process is quite simple, and is allowed by Sonic HealthPlus to ensure that all students are fully satisfied with the fairness and accuracy of our assessment processes.

To appeal a decision:

Steps

  1. Discuss the matter with the trainer/assessor. If not satisfied the course participant may then;
    1. Have the matter referred to the RTO Coordinator for consideration.
    2. The student must complete the complaints form and send this document to Sonic HealthPlus addressed to the RTO Coordinator. Ensuring that they provide sufficient details about themselves and the course, and the circumstances surrounding the concern, complaint or appeal.
    3. The student will need to explain formally why they feel the Not Yet Competent result is not appropriate, and also attach a copy of the original Assessment Task. The RTO Coordinator will have the Assessment Task reviewed by another Trainer and contact student with the written result within 10 working days of receipt of appeal. The student has 5 working days to respond to formally decision.
    4. The student may then formally request a face to face meeting with the RTO Coordinator to formally present his or her case in appeal of the decision of RTO Coordinator. Once this meeting has occurred, the RTO Coordinator will respond formally within 24 hours.
    5. A written statement of the appeal outcome, including reasons for the decision will be documented and provided.
    6. Where a complaint, concern, or appeal cannot be resolved through discussion and conciliation, Sonic HealthPlus acknowledges the need for an appropriate external and independent agent to mediate between the parties.
    7. Sonic HealthPlus will contract such a person as and when required. Costs for an independent agent to review and make a decision on the Appeal will be little or no cost to the student Sonic HealthPlus will encourage the parties to approach a complaint with an open view and to attempt to resolve problems through discussion and conciliation. If the student is still dissatisfied with the outcome after Sonic HealthPlus has engaged an independent agent, the student may lodge a complaint with the Australian Skills Quality Authority on 1300 701 801.

Note: ASQA only deals with complaints about:

  • The information provided to you by an RTO about the course/s you are interested in
  • The delivery and assessment of the training you have received
  • The qualifications you have or have not been issued

Ref: http://www.asqa.gov.au/complaints/making-a-complaint.html


Records

Sonic HealthPlus will file records of all informal and formal discussions regarding complaints, concerns and appeals and will record such evidence on the complaints register.

Policy developed by: Ben Clarke
Refer to: Standard 6.1, 6.2, 6.3, 6.4, 6.5 & 6.6
Responsible Manager: RTO Coordinator
Policy endorsed by: CEO
Issued: 1/07/2014 to be revised by: 1/07/2015