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Complaints & Appeals Policy

Lean TAE Policy Documentation

Introduction:

This Complaints and Appeals Policy has been developed in alignment with the Standards for Registered Training Organisations (RTOs) 2025, reflecting Learn TAE’s commitment to learner protection, fairness, and continuous improvement. The policy ensures that all complaints and appeals are not only appropriately documented, but also acknowledged and resolved in a manner that is fair, consistent, timely, and transparent.

Scope and Application

This policy applies to all individuals engaged with Learn TAE, including but not limited to:

  • Collaborating on assignments when it is not a requirement of the assessment.
  • Copying all or part of assignments from another participant.
  • Submitting the work of others or a modified version of work from previous courses.
  • Engaging in dishonest conduct in studies and assessment tasks.

It serves as a structured framework for managing:

  • General complaints regarding services, behaviour, or facilities
  • Appeals against decisions made by Learn TAE in relation to enrolment, academic outcomes, assessment, or disciplinary action
All parties are expected to comply with this policy, which must be applied consistently and without bias across all training programs, delivery modes, and geographic locations.

These requirements ensure integrity in national VET data reporting and compliance with our RTO registration under the Standards for RTOs 2025.

Overview:

The purpose of this policy is to clearly outline the procedures available to raise and resolve concerns regarding the conduct, services, or decisions of Learn TAE. We recognise the right of individuals to express dissatisfaction and seek a fair review of decisions that affect them. This policy promotes a culture of open communication, respect, and accountability, ensuring that concerns are addressed at the earliest possible stage and in accordance with the compliance requirements set out under the RTO Standards 2025.

Policy:

Learn TAE recognises that occasional instances of dissatisfaction may arise and acknowledges the need to promptly address and rectify the underlying issues. In such situations, Learn TAE encourages feedback from the dissatisfied party, facilitating the pursuit of resolution and considering any resultant insights for integration into Learn TAE’s continuous improvement cycle. Learn TAE is dedicated to addressing all complaints and appeals in a fair, constructive, and timely manner.

Learn TAE ensures the incorporation of principles of natural justice and procedural fairness in its operations by:

  • Timely handling of complaints and appeals, ensuring that complainants and appellants remain informed of the process after the submission of a complaint or appeal.
  • Preserving privacy and confidentiality during the investigation of all complaints and appeals.
  • Affording complainants and appellants the opportunity to present their case.
  • Enabling complainants and appellants to participate in moderation when necessary.
  • Operating in an impartial and unbiased manner in the handling of all complaints and appeals.
  • Maintaining a comprehensive register of all submitted complaints and appeals, including their outcomes.
  • Ensuring the acknowledgment of all complaints and appeals.

Learn TAE acknowledges that any student holding a complaint or appeal has the right to raise it, expecting that every effort will be made to resolve it in line with this policy, without fear of prejudice or reprisal.

Overview of the Complaints Process

  • Contact Learn TAE administration via email or telephone to request a Complaints & Appeals form. Upon receipt, complete and return a copy of the form to Learn TAE for processing. Acknowledgment of the complaint will be conveyed in writing via return email, typically within 48 hours.
  • If the learner wishes to remain anonymous, they must clearly indicate this on the Complaints & Appeals form.
  • An investigation into the learner’s complaint will commence immediately, possibly necessitating interviews with Learn TAE’s Management. Any interview requirements will be scheduled within 21 days of receiving the complaint, and interviews may be conducted via telephone or in person.
  • Following the interviews, Management will collate all evidence to render a determination. This process usually takes around 14 days. Upon completion of the investigation, the learner will receive formal correspondence from Learn TAE outlining:
  • An investigation into the learner’s appeal will commence immediately, potentially requiring an interview with Learn TAE GM. Any interview arrangements will be made within 7 days of receiving the appeal and may be conducted via telephone or in person.
  • Following the interview, the GM will appoint an independent assessor to review the original assessment evidence and make an informed judgment. This process usually takes around 7 days.
  • Within 7 days of completing the investigation, the learner will receive formal correspondence from Learn TAE detailing:
  • The outcome and decision related to the complaint.
  • The rationale behind the decision.
  • If the learner is dissatisfied with the decision, they may submit a formal appeal or seek assistance from one of the following authorities:
  • National Training Complaint Hotline Phone: 13 38 73
  • The relevant state Training Ombudsman
  • Learn TAE endeavours to reach a mutually acceptable resolution for all complaints within 45 days. If, for any reason, the process needs an extension or is anticipated to exceed the thirty-day timeframe, Learn TAE will promptly inform the learner of the delay.

Overview of the Appeals Process

  • If a learner disagrees with an assessment decision, they must first discuss this with their trainer.
  • If the learner remains dissatisfied after this discussion, they must then contact Learn TAE administration to obtain a Complaints & Appeals Form.
  • Upon receipt, complete and return a copy of the form to Learn TAE for processing. Acknowledgment of the appeal will be conveyed in writing via return email, typically within 48 hours.
  • All appeals against assessment decisions must be submitted within 7 days of the assessment decision being made. Appeals submitted beyond this timeframe will only be accepted if approved by the GM.
  • An investigation into the learner’s appeal will commence immediately, potentially requiring an interview with Learn TAE GM. Any interview arrangements will be made within 7 days of receiving the appeal and may be conducted via telephone or in person.
  • Following the interview, the GM will appoint an independent assessor to review the original assessment evidence and make an informed judgement. This process usually takes around 7 days.
  • Within 7 days of completing the investigation, the learner will receive formal correspondence from Learn TAE detailing:
  • The circumstances surrounding the appeal.
  • The investigations conducted.
  • The findings of the investigations.
  • The outcome and decision regarding the appeal.
  • If the appeal confirms that the original assessor’s decision was correct (upheld), the learner will have the opportunity for reassessment, provided they have not exceeded Learn TAE’s maximum resubmission attempts. In such cases, the learner will be required to request and extension or re-enrol in the relevant unit/s of competency. Fees may apply.
  • If the appeal confirms that the original decision was incorrect, the learner’s result will be adjusted.
  • The rationale behind the decision.
  • If the learner remains dissatisfied with the decision, they may seek assistance from one of the following authorities:
  • National Training Complaint Hotline Phone: 13 38 73
  • The relevant state Training Ombudsman
  • Learn TAE aims to reach a mutually acceptable conclusion for all appeals within 30 days. In cases where the process needs an extension or is expected to exceed the thirty-day timeframe, Learn TAE will promptly inform the learner of the delay.