Tuesday, October 16, 2018
         

CCH Complaints & Appeals Process

Appeals, Re-Assessment and Grievances

The CCH Policies and Procedures Manual documents the process used for appeals, complaints and reassessment. All students have the ability to voice their concern to the designated person within Cobram Community House or externally as specified in the Policy and Procedure.   This document is held by the Manager and is available for viewing.  An electronic copy will also be made available to students on the CCH network within the near future.

Assessment Appeals

Cobram Community House seeks to prevent appeals by ensuring that students are satisfied with their course program and outcomes. However, all participants have the right to appeal any assessment decision made by Cobram Community House if they:

•             believe that the assessment is invalid and/or

•             feel that the process was invalid, inappropriate or unfair.

Before making an appeal, the student should discuss the matter with their Trainer in an attempt to reach a satisfactory outcome.  In the event of an assessment appeal, a student can:

•             Talk directly with the Trainer concerned to resolve the problem

•             Consult the Manager.

Every student has the right to have a nominated person involved at all times during the appeal process.

Appeals Procedure

Cobram Community House maintains a supportive and fair environment allowing students to appeal assessments and recognition decisions. Cobram Community House will deal in a constructive and timely manner with student appeals against decisions made.

  1. Before lodging an appeal, assessment outcomes must first have been discussed with the relevant Trainer. The Trainer may allow a student to resubmit their work up to three times per assessment task.
  2. If a student has discussed the assessment with their Trainer and still wishes to appeal an assessment outcome, then the appeal must be submitted within 20 days of the original assessment decision being advised to the student.
  3. If an appeal is not lodged within the specified time frame of 20 days the result will stand.
  4. The appeal is to be put in writing using the A112: “Grievance, Complaints and Appeals Form” and submitted to the Manager within the time frame of 20 days from the original assessment decision.
  5. The student must attach all evidence of the assessment, feedback and any further supporting documentation with the A112: “Grievance, Complaints and Appeals Form”.
  6. The Manager will assemble information and documents for the appeal. This may include the following:
    1. Past student record;
    2. Attendance registers;
    3. Assessment tools and assessment data; and
    4. Any other supporting documents.
  1. The Manager will make a note on the student’s file.
  2. The Manager will organise a review of the assessment decision. Where possible an assessor other than the original assessor will undertake the re-evaluation of the assessment decision.
  3. The student will be advised in writing of the outcome of the appeal within 10 days of submitting the appeal to the Manager. The written notification must contain the outcome of the appeal and the reasons for the decisions made. A copy of the communication is placed in the student file.
  4. This is the last course of appeal at Cobram Community House. However, if a student is dissatisfied with the appeal outcome, they can contact the Australian Skills Quality Authority (ASQA) and make a formal complaint against Cobram Community House.  www.asqa.gov.au.

Student Grievances

Cobram Community House has two processes in place to handle student grievances and complaints, one is informal and the other is formal.  A brief overview follows:

Informal Process 

The student can contact the parties directly and discuss the matter at the time and this will hopefully resolve the problem.

The informal process can take the format of a verbal or written communication to the parties concerned, the Trainer or the Manager.

A complaint made through this process will be undertaken in a timely matter.

Depending on the complaint, a staff member of Cobram Community House may seek additional advice and in discussion with the student and the Manager refer the matter to a more skilled professional or an appropriate authority.

If this process does not solve the problem to the student’s satisfaction then the student has the option to follow the formal complaints process.

Formal Process 

When a student decides to take the formal approach, they must fill out a “Grievance, Complaints and Appeals Form” (A112 – a copy can be found on the website). This Form will be submitted to the Manager who will forward it to the Training Manager for action.    This process must commence within 10 days of the written complaint being received.

The Manager will notify the relevant staff member of the grievance and, depending on the nature of the complaint, will decide the appropriate action to resolve the grievance.  The student will be advised in writing of the outcome of the formal grievance within 10 days of submitting the appeal to the Manager.  A copy of the communication is placed in the student file.

If a student considers that the response to their complaint or grievance is unsatisfactory, they have the right to appeal directly to the Manager.   A student who wishes to undertake this process will need to submit the grievance in writing to the Manager and make an appointment to try and resolve the matter.

If a student still feels that the Manager’s decision is unsatisfactory they can contact the Australian Skills Quality Authority (ASQA) or other relevant training authority and make a formal complaint against Cobram Community House. www.asqa.gov.au.

Where the complaint is referred to an external authority, CCH (unless otherwise directed) will be deemed to have dealt with the complaint.

Complaints are investigated fairly and objectively with details of the investigation provided in writing to the complainant.   The details will state the outcomes and reasons for the decisions made.   The Manager may decide to refer the matter to an external authority or to a suitably skilled and qualified professional.  The student is entitled to be represented by a support person.

A copy of all documentation, in particular the complaint and the outcome, is placed in the student’s file with a statement of agreed outcome signed by the Manager and the student.

Where the resolution or outcome of a complaint requires a documented change to policies and procedures, the Manager will complete a Continuous Improvement form to instigate a review and appropriate changes to policy and procedures.