Complaints & Appeals Policy

1. Purpose

To provide a structured and impartial process for handling complaints and appeals across all O’Brien Training operations, ensuring consistency with statutory and regulatory obligations while maintaining participant confidence in the integrity of our training and assessment systems.

2. Scope

This policy applies to:

• All participants enrolled in O’Brien Training programs (on-site, remote or third-party delivered)
• Employers, clients and industry partners
• All O’Brien Training staff, trainers and assessors

It covers matters relating to training delivery, assessment decisions, administrative processes, staff conduct and service quality.

3. Definitions

4. Guiding Principles

• Fairness: All parties are treated equitably and given an opportunity to present their case.
• Timeliness: Matters are acknowledged within two (2) business days and resolved within published timeframes.
• Transparency: Decisions and outcomes are communicated in writing.
• Confidentiality: Information is handled in accordance with the Privacy Act 1988 (Cth).
• Non-retaliation: No participant will be disadvantaged for lodging a complaint or appeal.

5. Process

Step 1 – Informal Resolution (Trainer)

• Participants should first raise the matter directly with their trainer.
• The trainer must document the concern and seek informal resolution within five (5) business days.
• If unresolved or if the participant requests escalation, the issue proceeds to Step 2.

Step 2 – Formal Complaint or Appeal (Training Coordinator)

• Complaints or appeals must be submitted in writing via email or the online portal.
• The Training Coordinator will:
  • Acknowledge receipt within two (2) business days;
  • Conduct an investigation;
  • Provide a written outcome within ten (10) business days;
  • Record all details in the Complaints & Appeals Register.
• If unresolved, the matter escalates to Step 3.

Step 3 – Internal Review (General Manager – RTO)

• The GM – RTO will conduct an impartial review, which may include interviews or review of documentation.
• A final internal determination will be issued in writing within fourteen (14) business days.
• The GM’s decision constitutes the final internal outcome.

Step 4 – External Review

If the participant remains dissatisfied after internal resolution, they may refer the matter to:

• National Training Complaints Hotline – 1800 000 674 or complaints@dese.gov.au;
• The relevant state or territory training authority; or
• A mutually agreed independent mediator or arbitrator.

6. Recordkeeping & Confidentiality

• All complaint and appeal records are retained securely for a minimum of five (5) years.
• Access is restricted to authorised personnel only.
• Summarised data will be used to inform quality improvement and compliance reporting.

7. Governance & Continuous Improvement

• The Training Coordinator maintains the Complaints & Appeals Register and provides quarterly analytics to the GM – RTO.
• The GM – RTO reviews trends to identify systemic issues and drives corrective actions.
• Operational exceptions or policy deviations must be authorised by the GM – RTO or delegate.

8. Related Documents

• Standards for Registered Training Organisations (2015) – Clauses 6.1 to 6.6
• O’Brien Training Privacy Policy
• Cancellation, Change & Refund Policy
• Continuous Improvement Framework

9. Contact

Document Control