Complaints and Appeals Policy

Purpose. This policy describes how learners, staff, employers and members of the public can raise a complaint or appeal a decision, and how the Institute will respond fairly, promptly and independently.

1.Scope

This policy covers complaints about the conduct of the Institute, its staff, partners or learners, and appeals against assessment decisions and other decisions that affect a learner such as refunds, recognition outcomes and disciplinary matters. Complaints and appeals are free to lodge and will not disadvantage the person who raises them.

2.Principles

Every complaint and appeal will be handled with natural justice: the person will be heard, the decision maker will be independent of the matter, reasons will be given in writing and the person may bring a support person to any meeting. Records will be kept confidential and used to improve the Institute's practice.

• Free to lodge and no disadvantage
• Acknowledged within five business days
• Resolved within 30 calendar days or the person told why not
• Written outcome with reasons
• Right to an external review

3.Assessment appeals

A learner may appeal an assessment decision within 20 business days of receiving the result. The appeal must be assessed by an assessor who was not involved in the original decision, using the same tool and evidence and any further evidence the learner provides. The outcome and reasons will be recorded in the student register and the complaints and appeals register.

4.Complaints

Complaints may be raised informally with a trainer or manager or formally in writing. The Compliance and Quality Manager will assign an independent investigator, who must gather the facts, hear from the parties and recommend an outcome to the Chief Executive Officer. Complaints about the Chief Executive Officer will be handled by the chair of the quality committee.

5.External review

If the person is not satisfied with the outcome they may request an external review by an independent mediator arranged at the Institute's cost, and they may contact the national regulator at any time. The Institute will cooperate fully with any external process.

6.Records and improvement

Every complaint and appeal must be entered in the complaints and appeals register, reviewed at the quality committee and, where it reveals a systemic issue, recorded in the continuous improvement plan with an action owner.