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VSL Grievance Policy

Australian College of Aviation – VET Student Loans Grievance Policy

Australian College of Aviation recognises that customers who train and study at Australian College of Aviation have the right to have their grievances dealt with in a fair, just and prompt manner based on a policy and procedure that is accessible, effective and easily understood. A grievance will be dealt with on a professional level, without bias or prejudice, in a balanced and confidential manner.

Definition of a complaint 

Complaints may be made against Australian College of Aviation and services provided and any of its instructors or staff, any third party providing services for Australian College of Aviation or any other student.

Definition of an appeal 

Appeals are both non-academic and academic. Non-academic appeals are in relation to appeals against decisions made by Australian College of Aviation. Academic appeals concern appeals again and against an assessment decision made by Australian College of Aviation.  This policy does not cover appeals against an external exam set and marked by the licencing authority.

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. 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.

There are no charges for students to submit, a complaint or appeal to Australian College of Aviation, or to seek information or advice about doing so.

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.

Making a complaint or appeal

Complaints should be made as soon as possible after the incident occurring and appeals must be made within thirty (30) calendar days of the original decision being made.

A Complaints Lodgement form is available from the General Manager. You should provide as much information as possible to enable Australian College of Aviation to investigate and determine an appropriate solution.  This should include:

Timeframes for resolution

The complaint or appeal will be acknowledged in writing within 3 business days.

The complaints and appeals process will commence within 10 business days of receipt of the application. 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.

Resolution of complaints and appeals

A Senior Manager of Australian College of Aviation will be involved in resolving complaints and appeals as outlined in the procedures.

If a complaint or appeal involves another individual or organisation, they will be given the opportunity to respond to any allegations made.

Each party involved in the complaint or appeal may have a support person of their choice present at meetings scheduled to resolve the issue.

In the case of an assessment appeal, an assessor who is independent from the original decision will assess the original task again.  The outcome of this assessment will be the result granted for the assessment task. The complainant or appellant will be advised in writing of the outcome of the process and the reasons for the findings made.

Australian College of Aviation will maintain a student’s enrolment throughout the internal appeals processes.  In the case of an external appeals process it will depend on the type of appeal as to whether Australian College of Aviation maintains the student’s enrolment as follows:

If the appeal is against Australian College of Aviation’s decision to report the student for unsatisfactory course progress or attendance, the student’s enrolment will be maintained until the external process is completed and has supported or not supported Australian College of Aviation’s decision.

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.

The independent party is the https://vet.ombudsman.gov.au/ for VET Student Loan students. This service is free of charge. Where a VET Student Loans student is not satisfied with the outcome or conduct of the internal process, they are referred to the Commonwealth Ombudsman.  See information under external complaint avenues.

For fee for services students, the recommended external mediator is the Resolution Institute. Students are responsible for all associated costs.

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 General Manager 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, and any recommendations being actioned by Australian College of Aviation.

External complaint avenues 

Complaints can also be made via the following avenues:

Complainants may also complain to Australian College of Aviation’s registering body, Australian Skills Quality Authority (ASQA).

ASQA can investigate complaints about Australian College of Aviation in relation to:

Students may complain to the Ombudsman if you believe Australian College of Aviation has not treated you fairly or has made an incorrect decision.

The Ombudsman may not be able to investigate your complaint if you have not already exhausted our formal internal complaints process as above.

Please refer to the following website if you are considering making a complaint: https://vet.ombudsman.gov.au/

Records of complaints and appeals

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

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