Student Handbook
Purpose
Accurate Training Solutions is committed to providing a transparent and fair process for handling student complaints and appeals. This policy ensures that all grievances are addressed promptly and equitably.
Scope
This policy applies to all students enrolled in courses at Accurate Training Solutions.
Procedure
1. Lodging a Complaint
Complaints must be submitted in writing to the Training Manager within 30 days of the incident.
2. Initial Review
The Training Manager will acknowledge receipt within 5 working days and review the complaint within 10 working days.
3. Investigation
A thorough investigation will be conducted, including interviews with relevant parties and examination of evidence.
Appeals Process
1. Submitting an Appeal
Appeals must be submitted in writing within 10 working days of receiving the decision.
2. Review of Appeal
An independent panel will review the appeal and provide a decision within 20 working days.
3. Final Decision
The final decision will be communicated in writing. If the complainant is still dissatisfied, they may seek external resolution through relevant authorities.
Confidentiality
All complaints and appeals will be handled confidentially, and information will only be disclosed to those directly involved in the process.
Record Keeping
All documentation related to complaints and appeals will be securely stored for a minimum of five years.
For more details or to lodge a complaint, please contact us at 0402 553 887.