Phillips Institute provides appropriate mechanisms and services for learners to have complaints and appeals addressed efficiently and effectively. This Complaints and Appeals policy and procedure has been developed and may be implemented for the effective management of complaints and appeals and so that their resolution can be demonstrated. According to this policy and procedure, complaints and appeals are monitored and reviewed to prevent their recurrence and to improve Phillips Institute’s operations and/or services.

This document refers to courses offered to students but the policies and procedures it outlines may also apply to the training of staff or other recipients of training courses conducted by Phillips Institute.

PURPOSE:

To ensure that the students receive quality and value from their participation in courses run by Phillips Institute by encouraging them to share their concerns and queries and to facilitate prompt attention to these concerns and queries.

Should a student, staff member, or the Provider have cause for complaint it should be brought to the attention of the other party so that the issue may be discussed and resolved between the complainant and Phillips Institute.

Once complaints and appeals are finalised, they are presented to the management team at their monthly meeting, where they are reviewed to see if there is a need to change any procedures or practices.

All complaints and appeals are recorded on a register that includes relevant details to allow analysis of matters over time and identify any common factors that may need action.

POLICY:

Students of Phillips Institute have the right to present a complaint and/or to appeal any assessment decisions and to be treated respectfully. Students and staff are encouraged to openly discuss any suggestions, queries, problems or concerns with the Chief Executive Officer (CEO) of Phillips Institute or other staff.

Concerns will be given immediate attention and will be treated in confidence.

There are no reprisals for voicing concerns or discussing complaints. It is of major importance to management and staff that concerns and queries are dealt with promptly.

If the problem is complex, the student or their representative may be asked to put the matter in writing. The CEO of Phillips Institute will then attend to the matter at the earliest opportunity and will commit to ensure a decision is made within five working days. A complaints and/or appeals form is provided as an appendix in the Student Handbook, or here.  If a complaint or appeal (including any review process) will take more than 60 days to finalise, the CEO or delegate will write to the complainant or appellant and any other parties involved to explain the delay.

PROCEDURE:

Informal Process

1. Any complaints or grievances should be referred in the first instance to the trainer responsible for the particular class from which the complaint originated. This is to ensure all parties are given the opportunity to share their view on the issue. If this is not possible or appropriate, you may contact any other member of Phillips Institute staff. Every attempt will be made to resolve the issue promptly, confidentially, respectfully and in a manner that is satisfactory to all concerned.

2. If the difficulty remains, or if the issue cannot be dealt with informally, and/or where there is not a satisfactory resolution to the problem, the complaint, appeal or grievance should be detailed in writing and referred to the CEO of Phillips Institute for attention.

3. If there is still no result, a meeting between the CEO of Phillips Institute, and a representative of the facility (if applicable) and the complainant/s (and/or appellant/s) can be arranged to discuss the problem, at which any person the complainant wishes to have present is welcome.

4. If a complaint or appeal (including any review process) will take more than 60 days to finalise, the CEO or delegate will write to the complainant or appellant and any other parties involved to explain the delay.

5. If the matter cannot be resolved through this informal process, a formal process for resolution of a complaint, grievance or appeal may follow this process:

Formal Process

1. A formal complaint should be made by letter, or by using the form provided in the appendix of this Handbook.

2. Details provided should include the name of the person making the complaint, the dates and times related to the complaint, your telephone number, email and address for contact purposes, and any other relevant information, such as the units of competency or qualification, location of training, and any proposed solution.
Written complaints may be made to:

Chief Executive Officer
Phillips Institute
Head Office
Level 1, 1060 Dandenong Road
Carnegie VIC 3163

3. The CEO or nominated delegate will record full details regarding the issue, including all parties involved, and will include suggestions on how the issue could be resolved.

4. Confidentiality and security of information will be maintained at all times and the person bringing the complaint or appeal will be consulted, with processes for resolution open to discussion and to be agreed upon.

5. The agreed responses and processes will be put into writing and then be acted upon and conducted in a timely manner.

6. Where the issue is an appeal of an assessment decision, re-assessment with another assessor will be offered.

7. Where mediation is required, an independent person will be appointed.

8. If the person lodging the complaint wishes to appeal a decision made by Phillips Institute they may contact an independent person for determination of the problem. Please refer to the Law Institute of Victoria’s list of Mediation Specialists at http://www.liv.asn.au/Mediators

9. Resolution of the appeal, and any subsequent action, is to be documented and a copy given to the complainant/appellant with reasons for the decision.

10. Formal complaints, grievances and appeals will be investigated and the complainant/appellant will be notified within five working days of receipt. Any remedies or actions identified or agreed upon will be implemented within a four-week period following initial receipt.

11. If a complaint or appeal (including any review process) will take more than 60 days to finalise, the CEO or delegate will write to the complainant or appellant and any other parties involved to explain the delay.

12. Students, candidates or employees are also entitled to take the complaint or grievance to an external agency, such as:
Dispute Settlement Centre of Victoria
Tel: 1300 372 888
https://www.disputes.vic.gov.au/

13. If, after following the Phillips Institute Complaints and Appeals procedure, you are still not satisfied, you may wish to lodge a complaint with the National VET Regulator, the Australian Skills Quality Authority (ASQA). For further information, refer to: www.asqa.gov.au/complaints/making-a-complaint.html.