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 dedicated to ensuring that all students have a positive and productive learning experience. We understand that there may be times when you disagree with a decision made regarding your program. We have a fair and transparent appeals process to address these situations and ensure that all students are treated equitably.

What is an Appeal?

An appeal is a formal request for reconsideration of a decision that you believe is unfair or incorrect. This could include decisions about assessment, credit transfer or other aspects of Binnacle Training as an RTO.

Grounds for an Appeal

You may lodge an appeal if you believe:

• An assessment decision was unfair or inaccurate.
• A decision about credit transfer or RPL was not correctly made.
• You were unfairly disadvantaged in any aspect of your training or assessment.
• A disciplinary decision was unjust or disproportionate.
• A complaint was not resolved to your satisfaction.
• Other decisions made by Binnacle Training were unfair or unjust.

The Appeals Process

Binnacle Training aims to make the appeals process as clear and straightforward as possible. All you need to do is complete the online Appeals Form with the relevant details, and a Binnacle staff member will contact you to address your appeal as efficiently as possible.

Remember, you must submit your appeal within 28 business days of the decision that you are appealing.

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

For the most efficient processing, we recommend using the online Appeals 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 appeal to a staff member.

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

Confidentiality

Binnacle Training will treat your appeal with confidentiality and sensitivity. We will only share information with those directly involved in the appeals process.

Possible Appeal Outcomes

• Appeal upheld: The original decision is overturned or changed in your favor.
• Appeal not upheld: The original decision stands.

Binnacle Training will communicate the outcome of your appeal in writing, providing a clear explanation of the decision.

Further Action

If you are not satisfied with the outcome of your appeal, Binnacle will arrange for an independent third party to review the case. Any costs charged by the independent third party for this review will be shared equally between you and Binnacle, ensuring a fair and transparent process.

Considerations for School Students

School as the First Point of Contact:

• Your school plays a vital role in supporting your learning and development. If you have concerns about a decision regarding your Binnacle Training program, we encourage you to discuss it first with your Binnacle Teacher. They may be able to address the issue or provide guidance on the appeals process.

When to Lodge a Formal Appeal:

• If you're unable to resolve your concerns through your school, or if the issue is serious or sensitive, you may choose to lodge a formal appeal with Binnacle Training.
  Collaboration with Schools:

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