Complaints and Appeals Policy and Procedure
1. Policy
This policy and procedure supports SNR 16.7 in providing a process for complaints and appeals to be heard and actioned. All complaints and appeals received by GOODTASTE Training and Education will be viewed as an opportunity for improvement.
Despite all efforts of GOODTASTE Training and Education to provide satisfactory services to its participants, complaints may occasionally arise that require formal resolution. The following procedures provide participants the opportunity to have any issues relating to a substantiated complaint or appeal resolved and resolutions reached that attempt to satisfy all parties involved. This complaints and appeals process will be at no cost to the participant (unless referred to a third party; see procedure for more details).
2. Procedure
Informal process
Where possible all non-formal attempts shall be made to resolve the issue. This may include advice, discussions, and general mediation in relation to the issue and the participant’s issue. Any staff can be involved in this informal process to resolve issues but once a participant has placed a formal complaint / appeal the following procedures must be followed.
2.1 General Complaints
• Any participant, potential participant, or third party may submit a formal complaint to GOODTASTE Training and Education with the reasonable expectation that all complaints will be treated with integrity and privacy. There is no cost for the complaints process unless it is referred to a third party.
• Complainants have the right to access advice and support from independent external agencies / persons at any point of the complaint and appeals process. Use of external services will be at the complainant’s costs unless otherwise authorised.
• A participant wishing to submit a formal complaint or appeal can do so by completing the ‘Complaints and Appeals Form’ and state their case providing as many details as possible. This form can be accessed via the GOODTASTE Training and Education website or copies can be produced by the Administration Department at any time upon request.
• All formally submitted complaints or appeals are submitted to the Administration Department or directly to the Director. Complaints are to include the following information:
- Submission date of complaint;
- Name of complainant;
- Nature of complaint;
- Date of the event which lead to the complaint
- Attachments (if applicable);
• Once a formal complaint is received it will be entered into the ‘Complaints and Appeals Register’ which is monitored by the Director regularly. The information to be contained and updated within the register is as follows:
- Submission date of complaint
- Name of complainant;
- Description of complaint / appeal
- Determined Resolution; and
- Date of Resolution.
• A participant may be assisted or accompanied by a support person regardless of the nature of the issue or complaint throughout the process at all times.
• Once a complaint has been filed and logged in the ‘Complaints and Appeals Register’ the Administration Assistant shall notify the Director of the complaint and provide any further documentation related to the matter.
• The Director shall then refer the matter to the appropriate staff to resolve, or make a decision on the complaint within 10 working days and keep the complainant informed of any decisions or outcomes concluded, or processes in place to deal with the complaint.
• Once a decision has been reached the Director shall be required to inform all parties involved of any decisions or outcomes that are concluded in writing. Within the notification of the outcome of the formal complaint the participants shall also be notified that they have the right of appeal. To appeal a decision GOODTASTE Training and Education must receive, in writing, grounds of the appeal. Participants are referred to the appeals procedure.
• The Director shall ensure that GOODTASTE Training and Education will act immediately on any substantiated complaint. If the internal or any external complaint handling or appeal process results in a decision that supports the participant, the registered provider must immediately implement any decision and/or corrective and preventative action that is required, and advise the participant of the outcome.
• Copies of all documentation, outcomes and further action required will be placed into the ‘Complaints and Appeals Register’ by the Administration Assistant and on the participants file.
2.2 Appealing a Decision
All participants have the right to appeal decisions made by GOODTASTE Training and Education where reasonable grounds can be established. The areas in which a participant may appeal a decision may include:
- Assessments conducted
- Deferral, suspension, or cancellation decisions made in relation to the participant’s enrolment
- Or any other conclusion / decision that is made after a complaint has been dealt with by GOODTASTE Training and Education in the first instance.
• To activate the appeals process the participant is to complete a ‘Complaints and Appeals Form’ which is to include a summary of the grounds the appeal is based upon. The reason the participant feels the decision is unfair is to be clearly explained and help and support with this process can be gained from participant administrations department.
• The Director shall then determine the validity of the appeal and organise a meeting with all parties involved in the matter and attempt to seek resolution where appropriate.
• The process for all formally lodged appeals will begin within 10 working days of the appeal being lodged.
• The Director shall ensure that GOODTASTE Training and Education acts on any substantiated appeal.
• Where an appeal has been lodged it will be defined into one of the following categories and the appropriate procedures followed: General appeals
- Where a participant has appealed a decision or outcome of a formal complaint they are required to notify GOODTASTE Training and Education in writing within 20 working days of the grounds of their appeal. Any supporting documentation should also be attached to the appeal.
- The appeal shall be lodged through the Administration Department and Administration Assistant will ensure the details of the appeal are added to the ‘Complaints and Appeals Register’.
- The Director shall be notified and shall seek details regarding the initial documentation of the complaint and shall make a decision based on the grounds of the appeal.
- The participant shall be notified in writing of the outcome with reasons for the decisions, and the ‘Complaints and Appeals Register’ updated. The participant shall also be provided the option of activating the external appeals process if they are not satisfied with the outcome. The participant is required to notify GOODTASTE Training and Education if they wish to proceed with the external appeals process.
Assessment Appeals
- Where a participant wishes to appeal an assessment they are required to notify their Trainer / Assessor in the first instance. Where appropriate the assessor may decide to re-assess the participant to ensure a fair and equitable decision is gained. The Trainer / Assessor shall complete a written report regarding the re-assessment outlining the reasons why assessment was or was not granted.
- If this is still not to the participant’s satisfaction the participant shall formally lodge an appeal by submitting a written letter outlining their reasons for the appeal. They shall lodge this with participant administrations department and the appeal shall be entered into the ‘Complaints and Appeals Register’.
- The Director shall be notified and shall seek details from the Trainer /Assessor involved and any other relevant parties. A decision shall be made regarding the appeal either indicating the assessment decision stands or details of a possible re-assessment by a ‘third party’. The third party shall be another assessor appointed by GOODTASTE Training and Education.
- The participant shall be notified in writing of the outcome with reasons for the decision, and the ‘Complaints and Appeals Register’ updated. The participant shall also be provided the option of activating the external appeals process if they are not satisfied with the outcome. The participant is required to notify GOODTASTE Training and Education if they wish to proceed with the external appeals process.
To request a Complaints and Appeals Form, please contact Administration by email admin@goodtaste.com.au