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Complaints Policy

Nature of complaints and appeals

Australian College of Aviation responds to all allegations involving the conduct of:

An appeal is a request for a decision made by Australian College of Aviation to be reviewed. Decisions may have been about:

Principles of resolution

Australian College of Aviation is committed to developing a procedurally fair complaints and appeals process that is carried out free from bias, following the principles of natural justice. Through this policy and procedure, Australian College of Aviation ensures that complaints and appeals:

Australian College of Aviation will inform all persons or parties involved in any allegations made as well as providing them with an opportunity to present their side of the matter.

Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.

Where a student chooses to access this policy and procedure, Australian College of Aviation will maintain the student’s enrolment while the complaints/appeals handling process is ongoing.

Timeframes for resolution

Complaints and appeals will be finalised as soon as practicable or at least within 30 calendar days unless there is a significant reason for the matter to take longer. In matters where additional time is needed, the complainant or appellant will be advised in writing of the reasons and will be updated weekly on the progress of the matter until such a time that the matter is resolved.

Records of complaints and appeals

Australian College of Aviation will maintain a record of all complaints and appeals and their outcomes on the Complaints and Appeals Register, which will be securely stored according to the Privacy Policy and Procedures.

Making a complaint or appeal

Resolution of complaints and appeals

Independent parties

Australian College of Aviation acknowledges the need for an appropriate independent party to be appointed to review a matter where this is requested by the complainant or appellant and the internal processes have failed to resolve the matter. Costs associated with independent parties to review a matter must be covered by the complainant/appellant unless the decision to include an independent party was made by Australian College of Aviation.

Australian College of Aviation may also appoint the independent party to be involved in the resolution of a complaint or appeal where it is deemed necessary.

The independent party recommended by Australian College of Aviation is the Resolution Institute, however complainants and appellants are able to use their own external party at their own cost.

Australian College of Aviation will provide complete cooperation with the external mediator investigating the complaint/appeal and will be bound by the recommendations arising out of this process.

The CEO will ensure that any recommendations made are implemented within twenty (20) days of being notified of the recommendations. The complainant or appellant will also be formally notified in writing of the outcome of the mediation.

External complaint avenues

Complaints can also be made via the following avenues:

The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training. The service refers consumers to the appropriate agency/authority/jurisdiction to assist with their complaint. Consumers can register a complaint with the National Training Complaints Hotline by:

For more information about the National Complaints Hotline, refer to the following webpage: http://www.industry.gov.au/skills/nationaltrainingcomplaintshotline/Pages/FrequentlyAskedQuestions.aspx#

Complainants may also complain to Australian College of Aviation’s RTO’s registering body: Australian Skills Quality Authority (ASQA). However, ASQA will only use the information you provide to inform its regulatory approach and will not contact Australian College of Aviation on behalf of the complainant or act as their advocate. For more information, refer to the following webpage: http://www.asqa.gov.au/complaints/make-a-complaint—domestic-students/make-a-complaint—domestic-students1.html

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