1. Purpose

[NOTE: this policy does not apply to assessment appeals – see the Assessment Appeal Policy.]

WISE Training is committed to providing an environment which is non-discriminatory and in which staff and trainees have their rights, dignity, privacy, and confidentiality valued and respected. It is recognised that at times, differences will occur or decisions will be made with which individuals may be dissatisfied. If a grievance appears unresolvable, further advice is to be sought by following this procedure.

  1. Scope

This policy applies to all employees, volunteers, young people, visitors and individuals who access the services of WISE Training.

  1. Relevant Documentation

Name / Location / Link / Document Type
Student Handbook
Grievances Folder
Grievance Form
Grievance Meeting Form
Notice of Grievance Outcomes – dynamic letter
Annual Grievances Report to AGM
Manager Meeting Minutes
AGM Minutes
Applicable Standard number / Details
6.1 / The RTO has a complaints policy to manage and respond to allegations involving the conduct of:
a) the RTO, its trainers, assessors or other staff;
b) a third party providing services on the RTO’s behalf, its trainers, assessors or other staff; or
c) a learner of the RTO
6.3 / The RTO’s complaints policy and appeals policy:
a) ensure the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process;
b) are publicly available;
c) set out the procedure for making a complaint or requesting an appeal;
d) ensure complaints and requests for an appeal are acknowledged in writing and finalised as soon as practicable; and
e) provide for review by an appropriate party independent of the RTO and the complainant or appellant, at the request of the individual making the complaint or appeal, if the processes fail to resolve the complaint or appeal
6.4 / Where the RTO considers more than 60 calendar days are required to process and finalise the complaint or appeal, the RTO:
a) informs the complainant or appellant in writing, including reasons why more than 60 calendar days are required; and
b) regularly updates the complainant or appellant on the progress of the matter
  1. Procedure detail
  1. Complainant raises the issue(s) with the person involved, if any. If no resolution is achieved then the complainant raises the issue with the National RTO Manager. Complainant may instigate an informal or formal grievance:
  2. In the case of an informal grievance, the complainant meets with the National RTO Manager who may find a resolution at that meeting or may suggest that the grievance should be formalised. At this stage, no record of the grievance is created or maintained – although the National RTO Manager may wish to diarise the grievance
  3. In the case of a formal grievance, the complainant completes a Grievance Form and forwards this to the National RTO Manager.
  4. The National RTO Manager will contact the complainant within 24 hours to confirm that the Grievance Form has been received and to notify the Grievance Procedure and provide time frames for next action, confirm details of grievance, nature, staff involved, attempts at resolution and what the complainant is expecting from this action (complainant may ask for assistance from an advocate).
  5. Manager begins investigation of the grievance within five (5) working days of receiving the Grievance Form.
  6. A meeting between associated parties will be held within sixteen (16) working days and documented on the Grievance Meeting Form.
  7. Where the party is not a staff member, they may have a supporting party with them at all meetings – an advocate, a parent, a partner, a friend, a fellow student – whomever the appellant wants to attend.
  8. Where the party is a staff member, they may have a third party supporting them at all meetings – an advocate, a union representative
  9. National RTO Manager provides the Notice of Grievance Outcome of the grievance investigation to the complainant within thirty (30) working days from receiving the Grievance Form
  10. Should the grievance not be able to be resolved within 60 calendar days [6.4] (for whatever reason), the National RTO Manager will inform the complainant of such delay as well as keep the complainant up to date of the progress of the grievance.
  11. The Notice of Grievance Outcome letter must be emailed with a read receipt and posted. A copy of the letter is to be retained in student file.
  12. A note will be made in the Learner Management System of a grievance being received.
  13. The Grievance Folder will also be updated by the Compliance Officer to reflect the receipt of a formal grievance.
  14. National RTO Manager will report the grievance and outcome to the next Managers Meeting
  15. All grievances and feedback are reported to the CEO annually.

  1. Responsibilities

National RTO Manager

  1. Approvals

Document Type: / PROCEDURE
Document No.: / PROCXX
Dept/Group: / WISE Training
Revised date: / 30 March 2015
Document Approval: / Author / Approved
David Watt
(Compliance Officer) / Amar Partap
(National RTO Manager)

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WISE Employment – QA03 R2-11/1 (Footer 9 point Arial)