Complaints and Appeals

Carinity Education – Southside will ensure that the principles of natural justice and procedural fairness are adopted at every stage of the complaints and appeals process. All formal complaints and appeals will be heard and decided on within 60 calendar of receiving the written complaint or appeal. If the school RTO considers more than 60 calendar days are required to process and finalise the complaint or appeal, the complainant or appellant will be informed of the reasons in writing and will be regularly updated on the progress of the matter.

If the processes fail to resolve the complaint or appeal, a review by an independent party will be provided if requested.

The Curriculum Coordinator will maintain a secure Complaints and Appeals Register, which documents all formal complaints, appeals and their outcomes. Any substantiated complaints, as well as the complaints and appeals policy, will be reviewed as part of the continuous improvement processes and appropriate corrective action will be taken to eliminate or mitigate the likelihood of reoccurrence.

The Principal as the Chief Executive Officer of the school RTO is ultimately responsible for ensuring that Carinity Education – Southside complies with the VQF. This includes the complaints and appeals policy and procedures.

Complaints Procedure

A complaint can be made to the school regarding the conduct of: –

I. Carinity Education – Southside as an RTO, it’s trainers, assessors or other school staff;
II. Students
III. Any third party providing services on behalf of Carinity Education – Southside (e.g. a person at your work experience placement)

  1. In the first instance, you should discuss the matter with a teacher with whom you feel comfortable e.g. the Curriculum Coordinator, other teacher.
  2. If this person does not consider the matter to be particularly serious, or where your complaint does not relate to allegations of unlawful behaviour (e.g. assault, harassment) and you feel comfortable to do so, you will be encouraged to raise the complaint directly with the person concerned. You can ask your teacher / other support person to be present when you do this.
  3. Where you do not feel comfortable doing this, or where it is of a more serious nature, you will be asked to put the complaint in writing, addressed to the Principal – Christine Hill. Your written complaint should include details such as: –

I. Who / what you are complaining about
II. What happened
III. When it occurred
IV. How you feel
V. How you would like to see the matter resolved

If the complaint is about another student, the matter will then be handled by the counsellor. If the complaint is about a member of staff, it will be handled by the Principal.

  1. On receipt of a written complaint, a written acknowledgement is sent to the complainant from the Principal (via admin support) and the complaint is forwarded to the RTO Manager – Susanne Fletcher.
  2. If the complaint is not finalised within 60 calendar days, the complainant is informed of the reasons in writing, and regularly updated on the progress of the matter.
  3. The Principal and RTO Manager will either deal with the complaint or convene an independent panel to hear the complaint (the complaints and appeals committee). The complaints committee shall not have had previous involvement with the complaint and will include representatives of:

    I. The Principal
    II. Staff and
    III. An independent person.

    The committee will ensure that only those people who need to know about the complaint are involved / informed.

  4. The complainant shall be given an opportunity to present their case and may be accompanied by other people as support or representation.
  5. The relevant staff member, third party or student shall be given an opportunity to present their case and may be accompanied by other people as support or representation.
  6. The outcome / decision will be communicated to all parties in writing within 60 days.
  7. If the process fails to resolve the complaint, the individual making the complaint will have the outcome reviewed (on request) by an appropriate party independent of the RTO.
  8. If the complainant is still not satisfied, the Principal will then refer them to the QCAA website for further information about making complaints (qcaa.qld.edu.au/3141.html).

The root cause of any complaint will be included in the systematic monitoring and evaluation processes of the RTO so appropriate corrective action can be instigated to eliminate or mitigate the likelihood of reoccurrence. 

Appeals Procedure

  1. All formal appeals must be in writing and addressed to the Principal Christine Hill, as the CEO of the RTO.
  2. On receipt of a written appeal: –

    I. A written acknowledgement is sent to the appellant from the Principal Christine Hill (via admin support)
    II. The appeal is forwarded to the RTO Manager Susanne Fletcher.

  3. If the appeal is not finalised within 60 calendar days, the appellant is informed of the reasons in writing and regularly updated on the progress of the matter.
  4. The Principal and / or the RTO Manager will either deal with the appeal or convene an independent panel to hear the complaint; this shall be the complaints and appeals committee.
  5. The appeals committee shall not have had previous involvement with the appeal, and will include representatives of: –

    I. The Principal
    II. Staff, and
    III. An independent person.

  1. The appellant shall be given an opportunity to present their case and may be accompanied by other people as support or representation.
  2. The relevant staff member, if applicable, shall be given an opportunity to present their case and may be accompanied by other people as support or representation.
  3. The outcome / decision will be communicated to all parties in writing within 60 days.
  4. If the processes fail to resolve the appeal, the individual making the appeal will have the outcome reviewed by an appropriate party independent of the RTO.
  5. If the appellant is still not satisfied, the Principal will refer them to the QCAA website for further information about making complaints (qcaa.qld.edu.au/3141.html).

The root cause of any appeal will be included in the systematic monitoring and evaluation processes of the RTO so appropriate corrective action can be instigated to eliminate or mitigate the likelihood of reoccurrence.