Policy Statement

National Training Organisation Pty Ltd recognises the importance of providing a fair, transparent, and accessible process for handling complaints and appeals. National Training Organisation Pty Ltd is committed to ensuring that all students, staff, and stakeholders have confidence that grievances will be managed impartially, confidentially, and efficiently.

This policy is designed to align with the Standards for RTOs 2025, ensuring that students and stakeholders are not disadvantaged when lodging a complaint or appeal.

Nothing in these procedures limits the rights of individuals to take action under Australian Consumer Law or other relevant legislation.

Scope

This policy applies to:

• Students (current and former)
• National Training Organisation Pty Ltd staff and trainers
• Third-party training providers delivering services on behalf of National Training Organisation Pty Ltd
• Other stakeholders interacting with National Training Organisation Pty Ltd’s services

Complaints and appeals may relate to:

• Training delivery, resources, or facilities
• Assessment decisions
• Student support services
• Administration processes
• Conduct of National Training Organisation Pty Ltd staff, trainers, or third parties

Definitions

• Complaint: A grievance regarding any aspect of National Training Organisation Pty Ltd’s services, operations, or staff conduct.
• Appeal: A request for a review of an assessment decision or another formal determination made by National Training Organisation Pty Ltd.

Complaints and Appeals Process

Informal Resolution

In the first instance, complainants should attempt to resolve their concerns informally by discussing the issue with the relevant staff member, trainer, or administrator. If the matter remains unresolved, the formal complaints and appeals process should be followed. You may do so by calling 1300132213 or emailing studentsupport@nto.com.au or reaching out to your trainer directly.

Lodging a Formal Complaint or Appeal

If informal resolution is unsuccessful, the complainant may lodge a formal Complaint or Appeal Form, which must be:

• Submitted in writing via email or hard copy
• Directed to the Complaints Management Team
• Accompanied by supporting evidence (if applicable)

This can be completed by emailing studentsupport@nto.com.au and addressing the email to Complaints Management Team or directly via the Learning Management System (LMS).

You may access the different forms by going to your profile in the top right hand side, selecting Admin Dashboard and a side bar will appear on the left hand side of the screen giving you the forms to select. (see image below as an example)

Complaint and Appeal Handling Procedure

1. Acknowledgment: Complaints Management will acknowledge receipt within two (2) working days.
2. Investigation: A designated officer will review the complaint or appeal within ten (10) working days and may contact the complainant for further information.
3. Meeting: If required, a meeting will be scheduled to discuss the matter. The complainant may bring a support person or advocate.
4. Decision & Outcome: A written decision, including reasons, will be provided within twenty (20) working days.
5. Implementation: Agreed actions will be implemented promptly.
6. All complaints and appeals will be handled confidentially, and complainants will not be disadvantaged for lodging a grievance.

Assessment Appeals Process

If a student disagrees with an assessment decision, they should:

1. Discuss the concern with their trainer/assessor.
2. If unresolved, submit a Formal Assessment Appeal Form.
3. A different assessor will conduct a review or reassessment.
4. The Managing Director will oversee the appeal to ensure fairness.
5. A final decision will be communicated within twenty (20) working days.
6. Appeals are to be recorded.

Grounds for Appeal

An appeal will be considered if the student believes:

• The trainer did not provide clear assessment requirements.
• The assessment criteria were applied inconsistently.
• A clerical error affected the outcome.
• The assessment process was biased or unfair.

Third-Party Complaints

Where training or assessment is delivered through a Third-Party Agreement, National Training Organisation Pty Ltd remains responsible for complaint handling. Complaints related to third-party services must be reported to National Training Organisation Pty Ltd, and all outcomes will be communicated to the third party for necessary action.

External Appeals

If a complainant is dissatisfied with National Training Organisation Pty Ltd’s resolution, they may seek external review from:

Australian Skills Quality Authority (ASQA)

Website: www.asqa.gov.au/complaints

Mail: GPO Box 9928, Melbourne VIC 3001

National Training Complaints Hotline

Phone: 13 38 73

Website: www.dese.gov.au/ntch

Record Keeping and Continuous Improvement

• A written record of all complaints and appeals will be maintained for five (5) years.
• Complaints data will be reviewed regularly to identify trends and improve services.
• Records will remain confidential and can only be accessed with written permission from the Managing Director.

Policy Review

This policy will be reviewed annually to ensure ongoing compliance with ASQA’s standards and to reflect any legislative changes.