Appeals + Complaints

Appeals

If, at any point during your course you are not satisfied with a decision that has been made in relation to assessment of competency, you may choose to lodge an appeal. We aim to treat all appeal requests with equal weighting and due consideration. 

The client should first discuss their concerns with their Trainer/Assessor, or other staff member they feel comfortable with. If the matter is satisfactorily resolved during initial discussions, no further action is required. Where the concern is not satisfactorily resolved, the student may wish to submit their appeal to the RTO in writing via a completed Appeals Form. 

Procedural fairness will be adopted at every stage of the appeals process and information about the formal appeals process is available in your Student Handbook. Allow for 10 working days for the matter to be processed. During this time, your request will be reviewed and where appropriate, a date for re-assessment will be booked. If the student remains dissatisfied with the outcome, the matter will be forwarded to the RTO Chief Executive for review.

Should the student remain dissatisfied with the results, they will be provided with the option of having their case heard by a suitable, independent body (independent to both the student and the RTO) who will review the case. This body will be asked to formally declare its independence to both parties and both parties will be asked to agree to it acting in the nominated capacity of case manager.

All Appeals applications and processes will be carefully reviewed by our senior management following finalisation to identify any areas of improvement that the RTO can act upon.

 

Complaints

We acknowledge the possibility of a dispute arising in which a client or member of the public is not satisfied with an aspect of the RTO’s services. In this scenario, we would welcome a request for action to be taken to resolve the matter as we pride ourselves on the quality of the training experience we provide for our students.

Any formal complaints will be attended to within 10 working days of being received. Complaint and Grievances forms are available in all student handbooks and on the Important Documents page of our website.

The client should first discuss their concerns with their Trainer/Assessor, or other staff member they feel comfortable with. If the matter is satisfactorily resolved during initial discussions, no further action is required. Where the complaint is not satisfactorily resolved, the student may wish to submit their complaint in writing to the RTO via a completed Complaints and Grievances Form.

Allow for 10 working days for the matter to be processed. During the review, the nominated and responsible staff member may interview persons involved in the matter and review documentation. The outcomes will be communicated to the student in writing and all grievances will be carefully reviewed by senior management following finalisation to identify possible areas of improvement that the RTO can act upon.

If the student remains dissatisfied with the outcome, the matter will be forwarded to the RTO Chief Executive for review. The RTO Chief Executive will assess the situation and put forward a resolution. Should the student remain dissatisfied with the results, they will be provided with the option of having their case heard by a suitable, independent body (independent to both the student and the RTO) who will review the case. 

Principles outlined in Pilates Training Institute’s Privacy and Confidentiality Policy will be applicable at all times and the student is to be informed regularly of the progress of their application. Should it appear likely that the application will take more than 10 days to process, the student will informed in writing stating the reasons for the delay.