HBTA Policies and Procedures
Complaints Policy and Procedure - summary
A copy of the current form is available on this CD, but we recommend that you contact the Academy for the latest version.
The Academy operates under policies and guidelines which ensure respect for the rights and responsibilities for all. Our work as RTO trainers/assessors requires that we maintain a high degree of professionalism and operate in a non-judgemental and non-discriminatory manner under natural justice principles.
If you have a complaint or conflict that requires resolution or mediation, you may first bring this to the attention of your trainer or a senior Academy staff member. All attempts will be made to obtain a just and equitable win-win outcome for all parties to the complaint or dispute. Where the complaint or conflict is such that it cannot be resolved internally, the matter will be referred to the appropriate external avenue for further moderation and ajudication.
Please note, however, that we do not guarantee that you will obtain the outcome you desire in every circumstance. Some decisions are enforced by the Academy based on advice received from, or contractual requirements we have in place with, the government.
The Complaints Policy and Procedure allows you to obtain natural justice up to an including the Office of Fair Trading, the Department of Education and Training or common law. Your have a right to make an appeal or lodge a complaint without penalty or reprisal of any form.
Last updated on July 4, 2008