Casey College ensures that complaints and appeals are dealt with and resolved in a fair,
confidential, constructive and timely manner and that positive outcomes are achieved. Procedures are in place to ensure that the rights of the person making the complaint and the respondent are protected and that there are no repercussions.
Complaints are recorded and measured for the continuous improvement of RTO operations and validation of assessment and training strategies.
We always try to encourage people to resolve any issue(s) with the person(s) involved directly. If this is not an option, Learners and other stakeholders can report a complaint via the following options:
- Verbally: to the Trainer, the Training Consultant or Manager.
- In writing: to the Training Consultant, or Manager.
- Via the Course Evaluation Form.
Complaints may be made anonymously, however if the issue(s) are impossible to resolve, Learners may be requested to come forward in order to come to a resolution.
Timelines for action:
- A formal investigation of the complaint will be initiated within 48 hours (or two working/business days) of receiving the information.
- Feedback regarding the progress of the investigation or resolution outcomes will be provided at intervals of no more than five working days, until the issue is resolved.
- Once an outcome has been achieved all stakeholders will be advised verbally or in writing of the outcome. If feedback is verbal a record of the conversation will be created by the person handling the complaint.
If necessary, an independent mediator may be asked to assist in the resolution of the grievance. Mediators can be sourced through: Leader Association of Dispute Resolution or Free call: 1800 651 650
If the above are unsuccessful then, an external agency may be required to assist in resolving the grievance. Persons may seek advice or lodge their complaint with one of the external agencies listed below: