Grievance Handling

Lodging a Compliant or Grievance

If you feel as though you have been unjustly treated or that a member of our staff, student community or other affiliates have in any way acted in a manor that is beyond our code of conduct then you may seek to have this reviewed and actioned by our administration.

Reasons for Complaints & Grievances

A reason may include:

  • A situation where you feel an assessment's outcome has been incorrectly marked or graded
  • Any form of harassment, rude, or morally unfitting behavior
  • Unfair treatment from a member of our training community

We welcome complaints and grievances and promote the importance of actioning concerns in a timely manor.

Methods for Reporting

You can report your complaint by downloading, completing and submitting the complaints and grievances application form below or by contacting our administration team on 1300 659 557.

Download Complaints and Grievances Form

Complaints and Grievances Application Form


Complaints and Grievances - Policy

The following provides Students with a framework and guide when having to deal with grievances. Institute of Training and Further Education has prepared these measures as a means to have problems experienced by a Student addressed immediately, effectively, and professionally whilst maintaining confidentiality.

The Institute of Training and Further Education policies provide an avenue for grievances to be addressed. However, The Institute of Training and Further Education is aware that in some cases alternative measures need to be explored because of individuals and the merits of each case. The Institute of Training and Further Education's policy is to acknowledge the need to address each case on its merits.

It is The Institute of Training and Further Education's policy to encourage the parties to approach a grievance with an open view and to attempt to resolve problems through discussion and conciliation.

Where a grievance cannot be resolved through discussion and conciliation, The Institute of Training and Further Education acknowledges the need for an appropriate, external and independent agent to mediate between the parties.

All grievances are to be acknowledged in writing within 7 days of advice of the grievance.

All appellants will be provided with a written statement of the appeal outcomes and reasons for the outcomes.

Cross Department Application

This policy is applicable across all departments (subsidiaries) under the Institute of Training and Further Education. For a list of the departments under The Institute of Training and Further Education please visit our Departments page.

A. Student appeal against assessment results

Should a Student be assessed as ‘Not Yet Competent’ in any performance criteria they are to be provided the opportunity to be reassessed a time for reassessment is to be set.

In the event that a Student is again assessed ‘Not Yet Competent’ and if a Student believes that he/she has not received a fair and accurate assessment of the performance criteria then the following measures are to be followed in the sequence set out.

1.     Student to discuss with The Institute of Training and Further Education trainer assigned to the Student areas of concern with assessment given for:

1.     Individual written work

2.     Project work

3.     Group and individual presentation work

4.     Tests

Administration

A record of Appeal Against Results form is to be submitted to the Institute of Training and Further Education trainer.

If after discussing the problem with the Trainer the Student still believes that the matter requires investigation, then the next measure is:

1.     To bring the matter before the CEO of The Institute of Training and Further Education for further discussion and coordination.

If The Institute of Training and Further Education’s CEO cannot resolve the matter then the next measure is:

1.     To discuss the matter with the Student’s employer and immediate supervisor. If deemed appropriate the parties will review the initial assessment and identify an alternative assessment method against the learning outcomes.

2.     When the appeal has been resolved, a written statement advising the appellant of the outcome and reasons for the outcome will be given to the appellant.

If at this stage the parties cannot come to an agreement, The Institute of Training and Further Education will request that the Student formally appeals to the state training body to receive a completely independent review.

Grievances between the Student, employer/supervisor & work colleague

In matters of dispute involving the Student’s grievances with work colleagues, Institute of Training and Further Education will not become involved or intervene unless the matter has a direct bearing on the Student’s competencies.

In circumstances, which do not effect the Student’s competencies,  Institute of Training and Further Education will initially bring the matter to the attention of the Student’s employer and request that the matter be dealt through the internal policies and procedures of the employer’s establishment.

In matters of dispute between the Student and the employer, Institute of Training and Further Education will only intervene if there is a direct impact on the Student’s competencies. If a Student has a grievance with his/her employer the matter is to be handled by applying the following measures:

1.     The Student should in the first instance attempt to resolve the grievance by discussing the matter with his/her employer. If an appropriate outcome is not achieved the Student should:

2.     Bring the matter to the attention of the Institute of Training and Further Education trainer.

3.     The Institute of Training and Further Education Trainer will contact the employer within 5 working days to discuss the matter with a view to achieve a resolution.

4.     If an appropriate outcome is not achieved then Institute of Training and Further Education trainer will refer the matter to the CEO.

5.     After further discussion if the matter is not resolved then the parties will explore alternative measures which could include termination of the Student’s employment. If a termination occurs, Institute of Training and Further Education will inform the State Training Body. Where possible and if appropriate, First Aid Training Australia will attempt to find alternative placements for both parties.

6.     When the grievance has been resolved or an action has been established, a written statement advising the outcome and the reasons for the outcome will be forwarded to the Student.

Grievance associated between the Student and a trainer from The Institute of Training and Further Education and any other training personnel coordinated by Institute of Training and Further Education 

If the grievance involves The Institute of Training and Further Education trainer and attempts to resolve the matter have been exhausted then both the Student and Trainer are:

1.     To refer the matter to The Institute of Training and Further Education’s CEO by recording the grievance on a Grievance Incident Report Form.

2.     If the parties are unable to resolve the issues then the matter can be taken to The Institute of Training and Further Education Board of Directors for resolution.

If the grievance is between training personnel coordinated by Institute of The Training and Further Education and the Student then the matter is to be addressed as follows:

1.     The Student is to refer the grievance to the Institute of Training and Further Education trainer for resolution and a Grievance Incident Report form is to be completed.

2.     If the matter cannot be resolved, The Institute of Training and Further Education CEO may intervene.

In all instances where an external training personnel is involved in a grievance the matter must be reported to The Institute of Training and Further Education RTO Manager

1.     When the matter is resolved, a written statement will be given to the appellant outlining the outcomes and reasons for the outcomes of the complaint.

Grievance amongst Students while participating amongst In-Centre Training

The Institute of Training and Further Education’s policy is to provide and maintain a conductive learning environment for all Students. The Institute of Training and Further Education will not allow the learning environment to be jeopardised by certain actions and behaviours of individuals/groups. Institute of Training and Further Education has developed specific policies and procedures for Students to adhere to during workplace based training.

 

Last Updated on Thursday, 27 October 2016