Appeals
A complaint can be about any aspect of the services RAISE Training provides. This could include complaints about training delivery, assessment, skills recognition, discrimination, harassment and any other issues that may arise.
1. Lodgement
If you feel compelled to make a verbal report about the service provided, you can do so by contacting (02) 9896 7587 or you can submit a complaint via our online Complaint Form.
2. Investigation
All parties contacted for additional information within 10 days of receipt. It is important for the investigation to include fact checking and to identify any major issues.
Additional Information is to be reviewed by RTO Manager and written advise provided to all parties if investigation takes longer that 30 days from receipt of original complaint.
3. Advise
All parties are provided an opportunity to review the outcome of the investigation and respond. This information will include a description of the possible decision, the criteria for making the decision and information on which any such decision would be based.
4. Response
A response from all parties will be requested within 20 days of the written advise. Parties will be advised to include any evidence they believe contributes to their claim or disproves any allegations and to provide details of any special circumstances they believe should be taken into account.
5. Decision
A decision will be made based on all information gathered and should be made with an open mind (free from bias). This includes ensuring that from an onlooker’s perspective there is no reasonable perception of bias.
At any time, any party involved in a complaint investigation can request an independent third party organisation to review the complaint and make the final decision.
If there is any perception that the decision maker is bias, then an independent third-party organisation will be engaged and all parties advised.
All parties are to be advised in writing, outlining the decision, the criteria for making the decision and information on which the decision is be based.
Indepenent Third Party
At any time, any party involved in a complaint or appeal investigation can request an independent third party organisation to review the appeal and make the final decision.