Complaints and Appeals Policy and Procedure

Policy Overview

ATMC aims to resolve complaints honestly, fairly and without bias and in an easily accessible manner which is inexpensive to the parties involved. This policy supports Standard for Registered Training Organisations providing a process for complaints and appeals to be heard and actioned.

Our Responsibilities

• Take all grievances, complaints and appeals seriously.
• Provide an efficient, fair and structured mechanism for handling complaints and appeals processes.
• Act upon the subject of any grievances, complaint or appeal found to be substantiated.
• Action within 10 working days of receipt of the complaint or appeal.
• Handle all grievances, complaints and appeals professionally and confidentially.
• Keep complainant or appellant informed about the progress and expected timeframe.
• Resolve the complaint or appeal as soon as possible.
• Maintain the Student’s enrolment whilst an internal complaint or appeal is in progress.

Definitions

Procedure

1. Where possible all informal attempts shall be made to resolve the issue (Informal Complaint).
2. Any student, potential student, employee or third party may submit a formal complaint to ATMC.
3. Formal complaints and appeals can be written, or if verbal, a staff member will document the complaint.
4. Our service standard is to contact the complainant within 2 business days to acknowledge receipt.
5. ATMC will aim to resolve the complaint within 10 working days.

External Appeals

If the student is not satisfied with the internal process, ATMC will give students the contact details of the appropriate external complaints handling and appeals body. When an external appeals process has been completed, the ATMC will immediately implement the decision or recommendations.