Complaints & Appeals Policy and Procedure
Managing grievances, administrative feedback, and formal assessment outcome reviews
1. Purpose & Scope
D-Tech Instructor Training Pty Ltd (ACN: 700 951 962) is dedicated to providing a fair, transparent, and responsive educational environment. This policy establishes a structured and accessible framework for managing academic and non-academic complaints and assessment appeals in full compliance with the Standards for RTOs and ASQA Outcome Standard 2.7.
This policy applies to all current, prospective, and past learners enrolled in the TLI41225 Certificate IV in Motor Vehicle Driver Training qualification, as well as trainers, assessors, operational staff, and third-party stakeholders.
2. Key Definitions
- Complaint: An expression of dissatisfaction regarding any service, administrative action, training delivery, facility, resource, vehicle safety standard, or conduct of staff/students at D-Tech Instructor Training Pty Ltd.
- Assessment Appeal: A formal request by a learner to review an academic assessment decision or competency outcome (such as a 'Not Yet Competent' result in a theory workbook or practical in-car assessment).
- Natural Justice & Procedural Fairness: The right to be heard without bias, to be informed of allegations or reasons for decisions, to be accompanied by a support person, and to receive written reasons for any outcome.
3. Core Policy Principles
- Accessibility & Transparency: The complaints and appeals procedure is publicly accessible via the website and detailed in the Student Handbook provided prior to enrolment.
- No Victimisation or Cost: Lodging a complaint or appeal will not disadvantage the learner's enrolment status or training progression. Formal internal resolution processes are conducted at no cost to the learner.
- Strict Timelines: Formal grievances and appeals are acknowledged in writing within 5 business days and resolved within 30 calendar days. If more than 60 calendar days are required, the learner is informed in writing with comprehensive reasons.
- Continuous Improvement Integration: Root-cause analyses of all complaints and appeals are recorded in the Continuous Improvement Register to prevent systemic recurrence.
4. Three-Stage Resolution Procedure
Stage 1: Informal Discussion
Learners are encouraged to raise issues directly with their trainer, assessor, or administrative officer within 10 business days of the incident or assessment outcome. Staff will listen actively and attempt an immediate, amicable resolution within 3 business days.
Stage 2: Formal Complaint or Independent Re-Assessment
If informal resolution is unsuccessful or inappropriate, the learner submits a written Complaints & Appeals Lodgement Form to the CEO via admin@dtechinstructortraining.com.au:
- Acknowledgement: Receipt is logged in the register and acknowledged in writing within 5 business days.
- Assessment Disputes: An independent, qualified assessor not involved in the original judgment conducts a blind re-evaluation of the evidence against the unit mapping criteria.
- Written Determination: A formal written decision detailing findings, corrective actions, and rationale is provided within 15 to 20 business days.
Stage 3: Independent External Review
If the learner remains dissatisfied with the internal outcome, they may request external third-party mediation via an independent dispute resolution body (such as the Australian Dispute Centre). D-Tech commits to implementing all reasonable recommendations from external reviews within 10 business days.
Lodge a Formal Grievance or Assessment Appeal:
Submit written lodgements to: admin@dtechinstructortraining.com.au (Attn: Chief Executive Officer)
Premises: 19 Bromus Street, Marsden Park NSW 2765 | Phone: 0468 525 626
Download the official lodgement form from the Student Resources & Downloads Hub.