Plagiarism
Acts of plagiarism, collusion and cheating are not permitted in any work completed for assessment and will result in a written warning and repeating the VET unit of competency, as well as incurring any associated charges. If a student is caught engaging in these acts a second time, they may be suspended or expelled from the Institute.
This policy/procedure
supports the RTO to provide a process for complaints and appeals to be heard and actioned. All complaints and appeals received by Skillset Training and Education will be viewed as an opportunity for improvement.
Despite all efforts of Skillset Training and Education to provide satisfactory services to its students, complaints may occasionally arise that require formal resolution. The following procedures provide students the opportunity to have any issues relating to a substantiated complaint or appeal resolved and resolutions reached that attempt to satisfy all parties involved. This complaints and appeals process will be at no cost to the student (unless referred to a third party; see procedure for more details)
Procedure
The complaints and appeals policy and procedure and applicable form is made available to all students and potential students by directly contacting Skillset Training and Education, through the Institute’s website, and within the student information handbook.
General Complaints
Where possible all non-formal attempts shall be made to resolve the issue. This may include advice, discussions, and general mediation in relation to the issue and the student’s issue. Any staff member can be involved in this informal process to resolve issues but once a student has placed a formal complaint / appeal the following procedures must be followed:
- Any student, potential student, or third party may submit a formal complaint to Skillset Training and Education with the reasonable expectation that all complaints will be treated with integrity and privacy. There is no cost for the complaints process unless it is referred to a third party.
- Complainants have the right to access advice and support from independent external agencies / persons at any point of the complaint and appeals process. Use of external services will be at the complainant’s costs unless authorised by the CEO.
- Any person wishing to submit a formal complaint or appeal can do so by completing the ‘Complaints and Appeals Form’ and state their case providing as many details as possible. This form can be gained by contacting Student Administration at Skillset Training and Education, or through the Institute’s website.
- All formally submitted complaints or appeals are submitted to the Student Administration or directly to the CEO. Complaints are to include the following information:
- Submission date of complaint
- Name of complainant;
- Nature of complaint ;
- Date of the event which lead to the complaint
- Attachments (if applicable)
- Once a formal complaint is received it is to be entered into the ‘Complaints and Appeals Register’ which is monitored by the CEO regularly. The information to be contained and updated within the register is as follows:
- Submission date of complaint
- Name of complainant
- Description of complaint / appeal
- Determined Resolution
- Date of Resolution
A student may be assisted or accompanied by a support person regardless of the nature of the issue or complaint throughout the process at all times.
- The CEO shall then refer the matter to the appropriate staff to resolve, or make a decision on the complaint within 10 working days and keep the complainant informed of any decisions or outcomes concluded, or processes in place to deal with the complaint.
- Once a decision has been reached the CEO shall be required to inform all parties involved of any decisions or outcomes that are concluded in writing. Within the notification of the outcome of the formal complaint the students shall also be notified that they have the right of appeal. To appeal a decision the Institute must receive, in writing, grounds of the appeal. Students are referred to the appeals procedure.
- The CEO shall ensure that Skillset Training and Education will act immediately on any substantiated complaint. If the internal or any external complaint handling or appeal process results in a decision that supports the student, the registered provider must immediately implement any decision and/or corrective and preventative action that is required, and advise the student of the outcome.
- Copies of all documentation, outcomes and further action required will be placed into the ‘Complaints and Appeals Register’ by Student Administration and on the students file.
Appealing a Decision – Internal Appeals
All students have the right to appeal decisions made by Skillset Training and Education where reasonable grounds can be established. The areas in which a student may appeal a decision made by Skillset Training and Education may include:
- Assessments conducted
- Deferral, suspension, or cancellation decisions made in relation to the student’s enrolment
- Or any other conclusion / decision that is made after a complaint has been dealt with by Skillset Training and Education in the first instance.
- To activate the appeals process the student is to complete a ‘Complaints and Appeals Form’ which is to include a summary of the grounds the appeal is based upon. The reason the student feels the decision is unfair is to be clearly explained and help and support with this process can be gained from Student Administration. During the internal appeal process student states would remain the same.
- The CEO shall then determine the validity of the appeal and organise a meeting with all parties involved in the matter and attempt to seek resolution where appropriate.
- The process for all formally lodged appeals will begin within 10 working days of the appeal being lodged.
- The CEO shall ensure that Skillset Training and Education acts on any substantiated appeal.
- Where an appeal has been lodged it will be defined into one of the following categories and the appropriate procedures followed:
General appeals
- Where a student has appealed a decision or outcome of a formal complaint they are required to notify Skillset Training and Education in writing within 20 working days of the grounds of their appeal. Any supporting documentation should also be attached to the appeal.
- The appeal shall be lodged through Student Administration and they shall ensure the details of the appeal are added to the ‘Complaints and Appeals Register’.
- The CEO shall be notified and shall seek details regarding the initial documentation of the complaint and shall make a decision based on the grounds of the appeal.
- The student shall be notified in writing of the outcome with reasons for the decisions, and the ‘Complaints and Appeals Register’ updated. The student shall also be provided the option of activating the external appeals process if they are not satisfied with the outcome. The student is required to notify Skillset Training and Education if they wish to proceed with the external appeals process.
Assessment appeals
- Where a student wishes to appeal an assessment they are required to notify their Trainer & Assessor in the first instance. Where appropriate the Trainer & Assessor may decide to re-assess the student to ensure a fair and equitable decision is gained. The Trainer & Assessor shall complete a written report regarding the re-assessment outlining the reasons why assessment was or was not granted.
- If this is still not to the student’s satisfaction, the student shall formally lodge an appeal by submitting a written letter outlining their reasons for the appeal. They shall lodge this with student administrations department and the appeal shall be entered into the
- Complaints and Appeals Register
- The CEO shall be notified and shall seek details from the Trainer & Assessor involved and any other relevant parties. A decision shall be made regarding the appeal either indicating the assessment decision stands or details of a possible re-assessment by a ‘third party’. The third party shall be another Trainer & Assessor appointed by Skillset Training and Education.
- The student shall be notified in writing of the outcome with reasons for the decision, and the ‘Complaints and Appeals Register’ updated. The student shall also be provided the option of activating the external appeals process if they are not satisfied with the outcome. The student is required to notify Skillset Training and Education if they wish to proceed with the external appeals process
International Students External Appeal
In addition to the above processes International students enrolled with Skillset Training and Education can lodge an external appeal with the Commonwealth Overseas Students Ombudsman. Contact details for the Overseas Students Ombudsman are available from www.oso.gov.au.
| Organisation: | Overseas Student Ombudsman (http://www.oso.gov.au/ ) |
| Contact point: | Email: ombudsman@ombudsman.gov.au Call: 1300 362 072 (within Australia)Outside Australia call +61 2 6276 0111.Enquiries 9 am to 5 pm Monday to Friday (AEDT)Fax: 02 6276 0123 within Australia. Outside Australia +61 2 6276 0123.Postal: GPO Box 442 Canberra ACT 2601. |
- Where the Skillset Training and Education is informed that the student has accessed external appeals processes the Institute will maintain a student’s enrolment until the external appeal process is finalised.
- The Institute will comply with the findings of the external appeals process
- Where a decision or outcome is in favour of the student Skillset Training and Education shall follow the required action and recommendation from The Overseas Ombudsman to satisfy the student’s grievance as soon as practicable.
Further Steps
If a client (student or other client) is still dissatisfied with the decision of Skillset Training and Education, they may wish to seek legal advice or place a complaint about the Institute to ASQA directly (Please be aware that ASQA does not act in a mediation capacity).
If, after the Institute’s internal complaints and appeals processes have been completed, you still believe the Institute is breaching or has breached its legal requirements, you can submit a complaint to ASQA by completing the online complaint form: https://rms.asqa.gov.au/registration/newcomplaint.aspx
Except in exceptional circumstances, you must attach evidence to your complaint form showing:
- that you have followed your RTO’s formal complaints procedure, and
- the RTO’s response.
ASQA’s processes require you to identify yourself to ASQA as a complainant, although you may request that your identity is kept confidential throughout any investigation that ASQA undertakes.
- Australian Skills Quality Authority
- Melbourne—Level 6, 595 Collins Street
- Brisbane—Level 7, 215 Adelaide Street
- Sydney—Level 10, 255 Elizabeth Street
- Canberra—Ground Floor, 64 Northbourne Avenue Canberra City
- Perth—Level 11, 250 St Georges Terrace
- Adelaide—Level 5, 115 Grenfell Street
- Hobart—Level 11, 188 Collins Street
Ph: 1300 701 801
Website: www.asqa.gov.au