Complaints
A formal complaint may be raised for more serious matters by requesting a complaint form from your trainer or another staff member and submitting to the College. Complaints can relate to the RTO, its trainers, assessors, staff, another learner, or a third-party providing services on the RTO’s behalf.
Electro Group will process formal complaints in accordance with its Complaints and Appeals Policy. Where Electro Group considers more than 60 calendar days are required to process and finalise the complaint or appeal, it will:
• inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required and
• regularly update the complainant or appellant on the progress of the matter
Appeals
An appeal is an application by a student for reconsideration of an unfavourable decision or finding during training and/or assessment.
An appeal must be made in writing and specify the particulars of the decision or finding in dispute. Appeals must be lodged within 28 days of the decision or finding is informed to the student. Electro Group will acknowledge in writing the request for an appeal. Following consideration of the appeal, Electro Group will advise the student in writing of the appeal outcome.
Qld If the student is unsatisfied with the outcome, the student may refer the appeal to the Training Ombudsman for independent review https://trainingombudsman.qld.gov.au/