Complaints and Appeals

We Train QLD is committed to providing a fair and transparent complaint handling and appeals process

Complaints

What is a complaint? 

A complaint is generally negative feedback about services or people which has not been resolved locally. 

Who does this policy apply to? 

This policy applies to and may involve issues concerning the conduct of: 

– We Train Qld as an organisation, it’s trainers, assessors or other staff; 

– Third party services provided on behalf of We Train Qld, its trainers, assessors or other staff; or 

– A student of We Train Qld 

This is an important point to note in understanding that this policy has a broad application and is not simply relevant to complaints that may be made by students. A complaint may be made by an employer about We Train Qld or by the trainer about the conduct of the student. Throughout this policy we refer to the person making a complaint as simply the complainant. 

Early Resolution of Complaints 

In all cases, issues that arise during training and assessment that are the source of frustration or are in dispute should be resolved at the time they occur between the persons involved. It is often the case that complaints can be avoided by proper communication and respect between persons involved. 

Relationship to Continuous Improvement 

Frequently, the complaints handling process will explore weakness in the training and assessment or administrative system that can flow into the continuous improvement system as opportunities for improvement. This outcome of complaints handling is very positive and should be actively applied by all persons involved. It is for this reason that complaints received from stakeholders should be seen in a positive light and as opportunities for improvement. 

Making a Complaint 

A complaint may be received by We Train Qld in any form and does not need to be formally documented by the complainant in order to be acted on. Complaints may be made by any person.  

The complaints policy must be publicly available. This means that the complaints policy and procedure must be published on the We Train Qld website. 

To make a complaint, the person is recommended to complete the We Train Qld – Complaint Form. This form is available via our website or can be obtained from the We Train Qld office. 

The completed complaint from is to be submitted to the CEO either in hard copy or electronically via the following contact details: 

79 Perkin Street West South Townsville 4810 

info@wetraintownsville.com.au – a copy of this is automatically sent to the CEOs mailbox 

If a complainant has any difficulty assessing the required form or submitting the complaint to We Train Qld, they are advised to contact We Train Qld immediately on the following phone number: 

(07) 4408 0058 

A written record of all complaints is to be kept by We Train Qld including all details of lodgement, response and resolution. The complaints register within the student management system is to be used to record the details of the complaint and to maintain a chronological journal of events during the complaint handling process. Records relating to complaints handling must be stored securely to prevent access to unauthorised personnel.  

The complaint is referred to the CEO; whereby the CEO reviews the complaint and determines if investigation or consultation is required; or if the matter can be solved internally.  

Complaints are to be handled in the strictest confidence. NO representative of We Train Qld is to disclose information to any person without the permission of We Train Qld CEO. A decision to release information to third parties can only be made after the complainant has given permission for this to occur. This permission should be given using the Information Release Form. 

Appeals

What is an Appeal? 

An appeal is an application by a student for reconsideration of an unfavourable decision or finding during their time with We Train Qld. An appeal must be made in writing and specify the particulars of the decision or finding in dispute. Appeals must be lodged within twenty-eight (28) working days of the decision or finding being informed to the student. 

It is important to note that a student may appeal any decision made by We Train Qld or a third party providing services on We Train Qld’s behalf. Contrary to the popular belief that appeal relates only to assessment decisions, appeals can relate to administrative decisions that We Train Qld may make. Examples of this include an appeal of a decision to deny a refund or to deny an application for credit transfer. As the process for handling assessment appeal compared with an appeal of an administrative decision is slightly different, this difference has been catered for within this policy with adjusted processes for both situations. 

Who does this policy apply to? 

This policy applies to and may involve issues concerning the conduct of: 

– We Train Qld as an organisation, it’s trainers, assessors or other staff; 

– Third party services provided on behalf of We Train Qld, its trainers, assessors or other staff; or 

– A student of We Train Qld 

Throughout this policy we refer to the person making an appeal as simply the appellant. 

Early Resolution of Appeals 

In all cases, issues that arise during training and assessment that are the source of frustration or are in dispute should be resolved at the time they occur between the persons involved. It is often the case that the student’s decision to make an appeal can be avoided by proper communication and consultation with students at the time a decision is made. 

Relationship to Continuous Improvement  

Frequently, the appeals handling process will expose weakness in the training and assessment or administrative system that can flow into the continuous improvement system as opportunities for improvement. This outcome of appeals handling is very positive and should be actively applied by all persons involved. It is for this reason that appeals received from stakeholders should be seen in a positive light and as opportunities for improvement. 

Making an Appeal 

An appeal may be received by We Train Qld in writing using the specified form within twenty-eight (28) working days of the decision or finding being informed to the person.  

To appeal a decision, the person is required to complete the We Train Qld – Request for an Appeal of a Decision form. This form is available via our website. The completed Request for an Appeal form is to be submitted to the CEO either in hard copy or electronically via the following contact details: 

79 Perkin Street West South Townsville 4810 

info@wetraintownsville.com.au – a copy of this is automatically sent to the CEOs mailbox 

If a person seeking an appeal has any difficulty assessing the required form or submitting the appeal to We Train Qld, they are advised to contact We Train Qld immediately at the following phone number: 

(07) 4408 0058 

A written record of all appeals is to be kept by We Train Qld including all details of lodgement, response and resolution. The appeals register within the student management system is to be used to record the details of the appeal and to maintain a chronological journal of events during the appeal handling process. Records relating to appeal handling must be stored securely to prevent access to unauthorised personnel.  

The appeal is referred to the CEO; whereby the CEO reviews the appeal and determines if re-assessment, investigation or consultation is required; or if the matter can be solved internally.  

Appeals are to be handled in the strictest of confidence. No representative of We Train Qld is to disclose information to any person without the permission of We Train Qld CEO. A decision to release information to third parties can only be made after the appellant has given permission for this to occur. This permission should be given using the Information Release Form.