Australasian Training College (ATC) is committed to providing high-quality training and assessment services in a fair, respectful, and transparent environment. This policy establishes a clear, accessible, and impartial process for learners and other stakeholders to:

• Lodge a complaint about ATC’s services, staff conduct, or operations; and
• Appeal an assessment decision they believe is unfair or incorrect.

This policy ensures ATC meets its obligations under Standard 7 of the Standards for Registered Training Organisations (RTOs) 2015 and promotes continuous improvement.

This policy applies to:

• All current and prospective students of ATC
• Agents, employers, or third parties engaged with ATC
• Staff and contractors of ATC

It covers complaints or appeals relating to:

• Training delivery or learning resources
• Assessment decisions or feedback
• Staff behaviour or communication
• Administrative processes (e.g., certification, fees, extensions)

⚠️Note: This policy does not cover grievances related to employment matters (which fall under internal HR procedures) or academic matters outside ATC’s scope (e.g., recognition of prior learning from other RTOs).

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

• • Fairness: Decisions are impartial, evidence-based, and free from bias.
  • Transparency: Processes and outcomes are clearly communicated.
  • Confidentiality: Information is shared only with those directly involved.
  • Timeliness: Matters are resolved as quickly as reasonably possible.
  • No Retaliation: Learners will not face penalties or discrimination for raising a genuine concern.

Step 1: Informal Resolution (Recommended First Step)

• Raise your concern directly with your trainer, student support officer, or relevant staff member.
• Many issues can be resolved quickly at this stage.

Step 2: Formal Complaint

If unresolved, submit a written complaint using the ATC Complaint Form (available at [insert link]) to:
📧 compliance@atcollege.edu.au

Your complaint must include:

• Your full name and student ID (if applicable)
• Date and description of the issue
• Desired outcome
• Any supporting evidence

Step 3: Acknowledgement & Investigation

• ATC will acknowledge receipt within 2 business days.
• A designated Compliance Officer will investigate objectively and may request additional information.

Step 4: Outcome

• A written outcome will be provided within 10 business days of receipt.
• If complex, ATC may extend this by up to 10 additional days with notice.

Step 5: External Review

If dissatisfied with ATC’s response, you may escalate to:

• Training Complaints Hotline (NSW) – if applicable
• Australian Skills Quality Authority (ASQA) – via www.asqa.gov.au/complaints
• Queensland Training Ombudsman – via www.trainingombudsman.qld.gov.au
• The “Complaints” page on the Queensland Government’s apprenticeship-education site – via www.qld.gov.au/education/apprenticeships/for-apprentices/advice/complaints

You may appeal an assessment decision only if:

• The decision appears inconsistent with the assessment criteria
• There was a procedural error (e.g., feedback not provided)
• You believe bias or unfair treatment occurred

❗ Appeals cannot be made simply because you disagree with feedback or results without valid grounds.

Step 1: Discuss with Your Assessor

• Request clarification within 5 business days of receiving your result.

Step 2: Submit Formal Appeal

If unresolved, complete the ATC Assessment Appeal Form ([insert link]) and email to compliance@atcollege.edu.au within 10 business days of the original decision.

Include:

• Unit code and name
• Date of assessment
• Reason for appeal (with evidence)
• Requested outcome

Step 3: Appeal Review

• An independent reviewer (not involved in the original assessment) will evaluate the case.
• You may be invited to provide further input.

Step 4: Decision

• A written decision will be issued within 10 business days.
• Outcomes may include:
• Original decision upheld
• Re-assessment (at no cost)
• Amendment of result

✅ All appeal decisions are final within ATC.

• Learners may seek support from a friend, advocate, or union representative.
• Forms and support are available in accessible formats (e.g., large print, translated summaries upon request).
• No fees are charged for lodging a complaint or appeal.

All complaints and appeals are securely recorded and retained for 30 years, in line with ASQA and VET Data Policy requirements.

This policy is reviewed annually or as legislative requirements change. The next review is scheduled for November 2026.

ATC reserves the right to update these Complaints and Appeals Policy. Significant changes will be communicated via the website and, where relevant, to enrolled learners.