Policy
All stakeholders (students, employers and industry) have the right to quality vocational education and training. Therefore, it is the policy of Calibre Pty Ltd to accept any complaints about products or services or appeals against student assessment results. All complaints and appeals will be thoroughly investigated, and all parties will be supported through the process to ensure that the needs of each party are met and satisfied.
This allows
- feedback and complaints about the organisation, any third parties, and any person employed or contracted by the organisation
- VET students to appeal decisions of the organisation, any third parties, and any person employed or contracted by the organisation, where those decisions adversely affect the student;
Procedure
Complaints
All stakeholders have the right to make a formal complaint regarding any systems or processes provided by Calibre Pty Ltd. Should stakeholders feel that they have a genuine complaint with regard to our service we expect that they will communicate this to us to assist us in improving our processes, systems and customer service standards. They may wish to lodge your complaint in writing or verbally. Written complaints must be submitted in writing using the complaints and appeals form.
All complaints must be directed to the administration office of Calibre Pty Ltd. Stakeholders will be asked to provide full details of the complaint including their name, address and contact numbers so that Calibre Pty Ltd may make contact should further clarification be required. It should be noted that all personal details including name and contact details will remain confidential.
The details of the complaint will be passed on to management for their consideration and arbitration. In deliberating the complaint, all relevant legislation and regulation will be accessed and given due consideration and discussions minuted. In all cases, the stakeholder will be fully advised of the outcome in writing.
Where the complainant is dissatisfied with the decision of management, they will be invited to meet with management to further discuss the issues and negotiate to reach a mutually acceptable outcome. At this time all discussions from these meetings will be minuted and stakeholders will be informed of the outcome in writing.
In cases where stakeholders may still feel that the complaint has not been dealt with appropriately, Calibre Pty Ltd will advise of other alternatives to satisfy the issues (e.g. contact with regulators).
Appeals Against Academic Results
If participants believe that they have received an unfair assessment result, they have the right to appeal to Calibre Pty Ltd against this result.
In the first instance, participants must approach their assessor to ascertain the circumstances of the assessment and why they believe that the result is incorrect. The assessor will document these discussions for the records of Calibre Pty Ltd on the assessment tools. Where the assessor believes that the assessment result is not reflective of the participant’s level of competence, they will be given a further opportunity for assessment.
Where the assessor believes that the assessment decision was correct, the participant will be required to lodge a formal written appeal using the complaints and appeals form available from the administration of Calibre Pty Ltd. This must be completed within a reasonable time after receiving the result of the assessment.
Within 7 days of receiving the appeal, management of Calibre Pty Ltd will negotiate with the participant to arrange a formal hearing where they will be given the opportunity to present evidence and a case as to why they believe the assessment result to be incorrect.
Within 7 days of the hearing, the participant will be formally advised of the outcome.
The information contained in this notification will clearly document:
- The names of the appeal panel
- The reasons for the appeal
- The outcome of the panel’s deliberations
- The reasons for the decision
In cases where the participant may still feel that his/her appeal has not been dealt with appropriately, Calibre Pty Ltd will advise of other alternatives to satisfy their issues (e.g. contact with regulators).
Other Appeals
Where a student is dissatisfied with a decision made by Calibre Pty Ltd in relation to its service, they must put the issues in writing to management. Upon receipt of the appeal by management, the student is to be invited to attend a formal hearing where they will be given the opportunity to present their case and provide supporting evidence. This hearing will be attended by management and recorded by the administrative staff of Calibre Pty Ltd.
The administrative officer will record the minutes and make certain that a copy is forwarded to management and maintained on the student’s file for future reference and audit purposes.
Management will advise the administrative officer of the decision and request that formal communications be sent to the appellant. The administrative officer is responsible for ensuring that formal notification of the outcome of the appeal is communicated to the appellant within 7 working days of the hearing. The communications must clearly state the reasons for the decision and provide guidance on any future options for the appellant.
Complaints and Appeals form Complaints and Appeals form V130525