RTO Number: 31905

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Policy

Complaints and Appeals

CTA is committed to providing students with an education of the highest possible quality. However,

from time to time, students may raise concerns resulting in complaints and appeals about matters or

issues relating to their experiences in training.

Students and visitors have a right to make a complaint and to expect their complaint to be

investigated fairly. There will be no discrimination against the person who makes a complaint. CTA

ensures that all Complaints are handled in a timely and transparent manner.

DEFINITIONS

COMPLAINT any circumstance whereby the student is not satisfied with the course structure or any

aspects of training or facilities.

ASSESSMENT APPEAL if the student disagrees with an Assessment/ Moderation outcome.

APPEAL if the student disagrees with an outcome following a complaint lodged or if a complaint has

been lodged against the student following a breach of the Code of Conduct.

EXTERNAL COMPLAINTS OR APPEALS A student may lodge a Complaint or Appeal externally with the

relevant bodies.

SOURCE OF COMPLAINTS AND APPEALS

A complaint may arise from any number of perceived inadequacies at the Training Venue.

Venue

Breaks

Material

Presentation / Facilitation

Assessment Outcomes

Assessment methods / procedures

Other learners

Staff or Trainers

Any complaint must be lodged within a 20 working day period of the following:

Following an assessment

Following completion of a learning session

Following a decision made regarding a complaint which was not in the complainant’s favour

RTO Number: 31905

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Any appeal must be lodged within a 20 working day period of the following:

Following the outcome with an Assessment/Moderation outcome which the student does not

agree with

Following a disciplinary against a student who has breached the Code of Conduct

PLEASE NOTE: Issues raised after the 20 working day period will not normally be considered.