12.1 Purpose Statement

This policy outlines Binnacle Training's commitment to providing fair, transparent, and accessible complaints and appeals processes for learners. This ensures that learners have a mechanism to raise concerns, seek resolution for any issues, and challenge assessment decisions or other RTO decisions that may arise during their training and assessment journey.

12.2 Scope

This policy applies to all complaints and appeals made by learners enrolled in Binnacle Training courses, including those delivered through third-party arrangements.

12.3 Policy Statement

Binnacle Training is committed to:

• Providing complaints and appeals processes that are readily accessible to all learners.
• Ensuring that learners are aware of their right to make a complaint or appeal and how to do so.
• Handling complaints and appeals in a fair, impartial, and confidential manner.
• Resolving complaints and appeals in a timely and efficient manner.
• Providing learners with regular updates on the progress of their complaint or appeal.
• Respecting the learner's right to access external review mechanisms if they are not satisfied with the outcome of the RTO's internal processes.
• Using complaints and appeals as an opportunity to identify areas for improvement in the RTO's operations.

12.4 Department Responsibilities

• Directors: Oversee the implementation of this policy and ensure that the complaints and appeals processes are fair, transparent, and accessible.
• Program Management: Provides information and guidance to learners and third parties/partner schools about the complaints and appeals processes as well as managing initial complaints.
• RTO Administration: Maintains records of complaints and appeals and ensures confidentiality.
• RTO Performance: Oversees the complaints and appeals processes and ensures compliance with the Standards.

12.5 Related Legislation/Standards

• Standards for RTOs 2015 (Clauses 6.1 to 6.6)

Binnacle Training is committed to providing you with a high-quality learning experience. However, we understand that concerns or complaints may arise from time-to-time. We take all complaints seriously and strive to handle them efficiently and fairly, with the goal of achieving a satisfactory outcome for everyone involved.

What is a Complaint?

In the context of Binnacle Training, a complaint is a formal expression of dissatisfaction about any aspect of your training or assessment experience which could include:

• Course content: If you feel the course content is inaccurate, outdated, or not relevant to the qualification.
• Assessment procedures: If you believe the assessment methods are unfair, inconsistent, or not aligned with the training.
• Trainer conduct: If you experience unprofessional or inappropriate behavior from a Binnacle Teacher or staff member.
• Support services: If you are dissatisfied with the support services provided or feel you are not receiving adequate assistance.
• Facilities and resources: If you have concerns about the quality or availability of learning resources, equipment, or facilities.
• Discrimination or harassment: If you experience or witness any form of discrimination or harassment during your training.

It's important to remember that a complaint should focus on specific issues or concerns related to your training or assessment experience. Informal complaints, general grievances or personal opinions about the program are not usually considered formal complaints.

Informal vs. Formal Complaints

Binnacle Training encourages open communication and aims to resolve concerns quickly and amicably. Before lodging a formal complaint, we recommend trying to resolve the issue informally. This approach often leads to a faster and more satisfactory resolution.

The Complaint Process

Binnacle Training aims to make the complaint process as clear and straightforward as possible. All you need to do is complete the online Complaint Form with the relevant details and a Binnacle staff member will contact you in order to address your concerns as efficiently as possible.

Binnacle Training will acknowledge receipt of your complaint within 2 business days. We will then investigate your complaint and aim to provide a written response within 10 business days.

Binnacle Training will treat your complaint with confidentiality and sensitivity. We will only share information with those directly involved in investigating or resolving the complaint.

For the most efficient processing, we recommend using the online Complaint Form however, you may also send an email to admin@binnacletraining.com.au with the relevant details or call Binnacle Training on 1300 303 715 and explain your complaint to a staff member.

In some cases, it may take longer than 60 days to resolve a complaint. If this occurs, we will inform you in writing, explain the reason for the delay, and provide regular updates.

Complaint outcomes

Binnacle Training takes all complaints seriously and strives to resolve them fairly and efficiently. The outcome of your complaint will depend on the nature of the issue and the findings of the investigation.

Possible Outcomes:

• Complaint upheld: If your complaint is upheld, Binnacle Training will take appropriate action to address the issue which could include:
  
  • Apologising for the issue
  • Providing additional support or training
  • Reviewing or changing policies or procedures
  • Taking disciplinary action against a staff member
• Complaint not upheld: If your complaint is not upheld, Binnacle Training will provide you with a written explanation of the reasons for this decision.

Binnacle Training will communicate the outcome of your complaint to you in writing. If you are not satisfied with the outcome of your complaint, you may choose to escalate the matter further by lodging an appeal.

Considerations for School Students

Since Binnacle Training programs are delivered as a school subject, it's important to acknowledge the role of your school in addressing complaints.

School as the First Point of Contact:

• Your school plays a crucial role in supporting your learning and well-being. If you have a complaint, we encourage you to first try resolving it through your school's existing procedures. Your Binnacle Teacher or school counsellor can be valuable resources in helping address your concerns. Your school will also contact Binnacle Training if the matter needs a combined approach.

When to Contact Binnacle Training:

• If you are unable to resolve the complaint through your school, or if you feel uncomfortable doing so, you can contact Binnacle Training directly using the process outlined in this section of the Handbook. We will work with you and your school to find a resolution.

Collaboration with Schools:

Binnacle Training values its partnership with schools and recognises the importance of collaboration in addressing student complaints. We will keep your school informed throughout the complaint process, as appropriate, and work together to ensure a positive and productive learning environment for all students.