Complaints Policy

Complaints Policy

Staff and students have the right to submit a complaint if they wish to express discontent against another person or a

complaint against the RTOs process or system. In order to ensure that complaints are dealt with in a timely manner, we

have implemented a complaints process.

This policy and procedure are relevant to all grievances arising in the following areas:

  1. A student wishes to raise a complaint against another student
  2. A student wishes to raise a complaint against the RTO
  3. A student wishes to raise a complaint about a Third Party
  4. RTO staff wishes to raise a complaint about a Third Party
  5. Staff wishes to raise a complaint about another staff member or a student

Complaints Process

If a student, trainer or staff member is experiencing any difficulties, they are encouraged to discuss their concerns with
Senior Management. RTO administrative staff will make themselves available at a mutually convenient time if a student
wishes to seek assistance.

If a Student or Staff member wishes to make a formal complaint they are required to complete a Complaints and Appeals
Form, which is included in the Student and Trainers Handbook. Once the form has been completed, the form should be
submitted to the RTO manager for actioning.

If required, the student has the right to have a third party/support person assist them through the Complaints Process, this
may be due to language barriers or simply at the students’ request.

Following is the process for managing complaints:

  1. Formal complaint is received by the complainant to the RTO
  2. If not already submitted with the complaint, a Complaints and Appeals Form is completed and submitted to the RTO Manager.
  3. A written acknowledgment of receipt of the Complaints and Appeals Form will be forwarded to the complainant following receipt by the RTO Manager within 5 business days.
  4. The Complaint is discussed with all parties involved in the grievance, in order to find a solution agreeable to all parties.
  5. Grievances should be kept confidential, in order to protect the complainants.
  6. All Complaints and Appeals Form are to be reviewed at the monthly Quality and Compliance Meetings.
  7. The RTO Manager is to follow the process on the Complaints and Appeals Form for the process under “Recommended Action Required for Improvement”.
    1. An initial meeting is to be held within 10 business days.
    2. If further investigation is required, this should be completed within 60 calendar days
  8. Each appellant:
    1. Has an opportunity to formally present his or her case
    2. Is given a written statement of the complaint outcomes, including reasons for the decision
  9. If a solution cannot be found the matter is brought before senior management for resolution, agreeable to all parties.
  10. If Senior Management is party to the grievance, they will not take part in any discussions or decisions made and the matter will be referred to the CEO.
  11. If a solution has not been reached to the benefit of all parties the complainant has the right to request a review by an independent party, who is not part of the RTO.
  12. The RTO is responsible for acting upon the subject of any complaint found to be substantiated.
  13. Complaints and Appeals Forms received are to be entered onto the Complaints and Appeals Register.
  14. If the RTO determines that the complaint process cannot be finalised within 60 calendar days the RTO
    Manager will:
    1. Confirm this in writing to the complainant, including reasons why more than 60 calendar days is required
    2. Will regularly update the complainant or appellant on the progress of the matter
      1. Complaints and Appeals Forms are to be actioned by the appropriate staff member and filed into the Complaints and
      2. Appeals Register and a scanned copy saved onto the student file in the database.
      3. All Complaints and Appeals Forms are to be reviewed during the monthly Quality and Compliance Meetings and
      4. improvements are to be identified and implemented according to the Policies and Procedures of the RTO.
      5. Should the internal process be unsatisfactory, you can lodge a complaint to the:
        1. National Training Complaints Hotline (
        2. Phone: 13 38 73, Monday–Friday, 8am to 6pm nationally.
        3. Email Complaints:

There is no cost involved with lodging a complaint with Fitness and Sports Training College (FAST College).

Complaints Flowchart

Complaints and Appeals Form

The Complaints and Appeals Form is accessible from the Student and Trainers Handbook or a complainant can also contact the RTO to obtain a copy of the form

Complaints Report Form

The Complaints Report Form is to be used if there is not enough room on the Complaint and Appeals Form to describe the complaint. This form is to be attached and submitted with the Complaints and Appeals Form..

Complaints and Appeals Register

The RTO has in place a register for filing completed Complaints and Appeals forms. When a complaint or appeal is received, the form collected is to be entered into the Complaints and Appeals Register and given a register number.
Complaints and Appeals that are placed into the register are reviewed and monitored each month at the monthly Quality & Compliance Meeting.