Complaints & Appeals Policy

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POLICY
ACDCS is committed to fair and ethical practice. As such all attempts will be made to ensure that complaints and appeals are dealt with quickly and fairly. All students, staff and clients of ACDCS are encouraged to first approach either their trainer or the General Manager to explore whether or not an informal resolution can be arrived at.

This policy is for all existing, previous, and prospective students and/or corporate clients either participating in any course delivered by ACDCS or securing training for their staff. ACDCS as an organisation is committed to a continual cycle of improvement and as part of this commitment has processes in place to ensure that complaints and appeals should they arise be addressed in a timely manner and be considered when reviewing organisational improvements.

PROCEDURE
The following procedure provides those with a grievance the opportunity to have any issues relating to a complaint, or appeal regarding academic or non-academic matters, to be addressed and a resolution reached to the satisfaction of all parties involved according to the process of natural justice and procedural fairness. Submission of a complaint with ACDCS does not attract any additional fees unless the complaint is escalated to an external appeals channel.

COMPLAINTS
There are two steps to having a complaint addressed.

● Step 1 - Informal process
In this step complainants are encouraged to speak with either their trainer or directly with the General Manager of ACDCS to ascertain whether or not an agreement for are solution plan can be arrived at. This process may include advice, discussions, and general mediation in relation to the issue. Any staff can be involved in this informal process to resolve issues. However, once a student or corporate client has placed a formal complaint / appeal - the formal procedures set out in Step 2 must be followed.

● Step 2 - Formal process

1. A student or corporate client who wishes to submit a formal complaint can do so by completing the ‘Complaints Form’ available online at www.acdcs.edu.au. This form can also be downloaded from the ACDCS website . This complaints form then needs to be completed and returned with any relevant attachments tocomplaints@acdcs.edu.au . If you need assistance in completing the form, please request assistance from the Compliance and Operations Lead (COL) listed on the contacts page of ACDCS’s website at www.acdcs.edu.au

2. All formally submitted complaints or appeal will be dealt by the Compliance and Operations Lead (COL) who will deal with the complaint in the first instance. Any complaint(s) the COL is not authorised to resolve will be directed to the General Manager for follow-up and resolution. ACDCS P2 - Complaints and appeals policy v1.0 2

3. The appellant will be contacted within 3 working days by the Compliance and Operations Lead (COL) or delegate. If required, the complainant may be requested to provide more information. He/ She will be informed of any decisions or outcomes in keeping with the ACDCS Privacy Policy.

4. The General Manager or Compliance and Operations Lead (COL) will review the case, ensuring that principles of fairness were adhered to. The applicant will be given the opportunity to meet with the General Manager and directly present their position. The General Manager will determine what action if any is required. A copy of this decision will be given to the complainant or appellant in keeping with the ACDCS Privacy Policy.

5. The Compliance and Operations Lead (COL) is the main point of contact for the complainant throughout the complaints process and will provide information to the complainant as required. The Complaints and Operations Lead (COL) is listed on the contacts page of ACDC’s website at www.acdcs.edu.au

Note: Where ACDCS considers that more than 60 calendar days will be required to process and finalise the complaint or appeal, ACDCS will inform the complainant or appellant inwriting, including reasons why more than 60 days will be required. ACDCS will also continue to regularly update the complainant or appellant on the progress of the matter via phone or email.

APPEALS PROCESS

Assessment Appeal
A learner has a right to appeal against a decision made by ACDCS in regard to an assessment result. If following feedback discussions with their assessor, the student is not satisfied, the student is to:
● Detail their complaint in writing to ACDCS. This can be via email or using the Complaints and Appeals Application form;
● Resubmit all relevant written assessment items originally submitted and/or provide additional evidence as requested by ACDCS.

Resubmissions will be assigned to be re-assessed by a neutral third party by way of an ACDCS assessor.

The outcomes of the reassessment will be fully documented in any case where the original assessment decision is to stand. This outcome will be directly communicated to the student along with options that are available to the student.

Other Appeals (Not Assessment Related)
When a student or client makes an appeal against a decision other than an assessment decision (for example: an appeal made against disciplinary actions or an appeal against ACDCS P2 - Complaints and appeals policy v1.0 3decisions arising from complaints), ACDCS will appoint an independent person or body to hear the appeal and propose a final resolution.

Important: In the event an independent mediator is required the learner will incur the cost of the mediation.

POLICY
ACDCS is committed to fair and ethical practice. As such all attempts will be made to ensure that complaints and appeals are dealt with quickly and fairly. All students, staff and clients of ACDCS are encouraged to first approach either their trainer or the General Manager to explore whether or not an informal resolution can be arrived at.

This policy is for all existing, previous, and prospective students and/or corporate clients either participating in any course delivered by ACDCS or securing training for their staff. ACDCS as an organisation is committed to a continual cycle of improvement and as part of this commitment has processes in place to ensure that complaints and appeals should they arise be addressed in a timely manner and be considered when reviewing organisational improvements.

PROCEDURE
The following procedure provides those with a grievance the opportunity to have any issues relating to a complaint, or appeal regarding academic or non-academic matters, to be addressed and a resolution reached to the satisfaction of all parties involved according to the process of natural justice and procedural fairness. Submission of a complaint with ACDCS does not attract any additional fees unless the complaint is escalated to an external appeals channel.

COMPLAINTS
There are two steps to having a complaint addressed.

● Step 1 - Informal process
In this step complainants are encouraged to speak with either their trainer or directly with the General Manager of ACDCS to ascertain whether or not an agreement for are solution plan can be arrived at. This process may include advice, discussions, and general mediation in relation to the issue. Any staff can be involved in this informal process to resolve issues. However, once a student or corporate client has placed a formal complaint / appeal - the formal procedures set out in Step 2 must be followed.

● Step 2 - Formal process

1. A student or corporate client who wishes to submit a formal complaint can do so by completing the ‘Complaints Form’ available online at www.acdcs.edu.au. This form can also be downloaded from the ACDCS website . This complaints form then needs to be completed and returned with any relevant attachments tocomplaints@acdcs.edu.au . If you need assistance in completing the form, please request assistance from the Compliance and Operations Lead (COL) listed on the contacts page of ACDCS’s website at www.acdcs.edu.au

2. All formally submitted complaints or appeal will be dealt by the Compliance and Operations Lead (COL) who will deal with the complaint in the first instance. Any complaint(s) the COL is not authorised to resolve will be directed to the General Manager for follow-up and resolution. ACDCS P2 - Complaints and appeals policy v1.0 2

3. The appellant will be contacted within 3 working days by the Compliance and Operations Lead (COL) or delegate. If required, the complainant may be requested to provide more information. He/ She will be informed of any decisions or outcomes in keeping with the ACDCS Privacy Policy.

4. The General Manager or Compliance and Operations Lead (COL) will review the case, ensuring that principles of fairness were adhered to. The applicant will be given the opportunity to meet with the General Manager and directly present their position. The General Manager will determine what action if any is required. A copy of this decision will be given to the complainant or appellant in keeping with the ACDCS Privacy Policy.

5. The Compliance and Operations Lead (COL) is the main point of contact for the complainant throughout the complaints process and will provide information to the complainant as required. The Complaints and Operations Lead (COL) is listed on the contacts page of ACDC’s website at www.acdcs.edu.au

Note: Where ACDCS considers that more than 60 calendar days will be required to process and finalise the complaint or appeal, ACDCS will inform the complainant or appellant inwriting, including reasons why more than 60 days will be required. ACDCS will also continue to regularly update the complainant or appellant on the progress of the matter via phone or email.

APPEALS PROCESS

Assessment Appeal
A learner has a right to appeal against a decision made by ACDCS in regard to an assessment result. If following feedback discussions with their assessor, the student is not satisfied, the student is to:
● Detail their complaint in writing to ACDCS. This can be via email or using the Complaints and Appeals Application form;
● Resubmit all relevant written assessment items originally submitted and/or provide additional evidence as requested by ACDCS.

Resubmissions will be assigned to be re-assessed by a neutral third party by way of an ACDCS assessor.

The outcomes of the reassessment will be fully documented in any case where the original assessment decision is to stand. This outcome will be directly communicated to the student along with options that are available to the student.

Other Appeals (Not Assessment Related)
When a student or client makes an appeal against a decision other than an assessment decision (for example: an appeal made against disciplinary actions or an appeal against ACDCS P2 - Complaints and appeals policy v1.0 3decisions arising from complaints), ACDCS will appoint an independent person or body to hear the appeal and propose a final resolution.

Important: In the event an independent mediator is required the learner will incur the cost of the mediation.

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