Complaints & Appeals

​RTO Complaints & Appeals

RTO Complaints Policy

Foxwell State Secondary College, as a registered training organisation (RTO), is committed to providing a fair, transparent, and supportive process for managing complaints. The College upholds the principles of natural justice, procedural fairness, privacy, and timely resolution.

Students, parents/carers, staff, and third‑party training providers have the right to submit a complaint relating to:

• ​the conduct of any RTO officer
• the conduct of any student
  
• the conduct or service delivery by a third‑party provider engaged by the RTO

The College recognises two types of complaints:

1.     Type 1 – Allegations of inappropriate behaviour and/or child protection matters
These are processed under the school's Student Protection and Safeguarding policy and take priority.

2.     Type 2 – All other complaints
These follow the RTO complaints procedure outlined below.

Key Principles

·       All complaints will be acknowledged in writing.

·       All parties (complainant and respondent) may have a support person throughout the process.

·       Procedural fairness and confidentiality are maintained at all stages.

·       Complaints will be finalised as soon as practicable, normally within 60 calendar days.

·       If delays occur, all parties are notified in writing.

·       Records of all complaints are securely stored in the RTO's Complaints and Appeals Register.

·       Outcomes inform the RTO's continuous improvement processes.

​ 

Submit a Complaint

Please use our Complaints Form to lodge a complaint.

RTO Complaints Process

1. Receiving the Complaint

A complaint may be submitted in writing, or electronically to a RTO officer.

The receiving officer will:

• ​​ensure the safety of the complainant if required
• inform the complainant that the RTO Complaints Officer will make contact
• forward the complaint to the RTO Complaints Officer

o        unless the complaint is about the Complaints Officer, in which case it is forwarded to the Principal

2. Acknowledgment & Communication

The RTO Complaints Officer will:

·       Provide written acknowledgment to the complainant

·       advise both the complainant and respondent of their right to a support person

·       communicate progress to all parties throughout the process

·       notify third‑party providers if the complaint involves them

3. Actioning the Complaint

For Type 1 complaints (child protection):
Handled under the Student Protection and Safeguarding Policy.

For Type 2 complaints:

·       A mediation process is arranged where appropriate.

·       If unresolved, a review by an independent party is arranged.

·       If still unresolved, the complainant may be referred to external bodies such as the QCAA.

4. Record‑Keeping and Review

The RTO Manager ensures:

·       the complaint is recorded in the Complaints & Appeals Register

·       all documentation is securely retained

·       outcomes are communicated in writing

·       the process is reviewed and informs continuous improvement

Complaints Timeline

Appeals Process

Students may appeal:

·                a final assessment decision, or

·                any other RTO decision

How Appeals Work

1.     Submit Appeal
Appeals must be lodged in writing using the RTO Appeal Form (available from the RTO Manager).

2.     Acknowledgment
The RTO Manager provides written acknowledgment and notifies any third party involved.

3.     Review of Decision
For assessment appeals:

For other appeals:

·       Trainer/assessor reviews the decision

·       Independent review available if requested

·       RTO Manager reviews original decision

·       Independent review available if requested

1.     If Still Unsatisfied
The appellant is referred to the RTO Complaints Policy for further internal options.

2.     Record‑Keeping
All appeals are registered and stored securely, and outcomes contribute to continuous improvement.

Appeals Timeline

External Review Options

If all internal processes are exhausted and the complainant/appellant remains unsatisfied, the Principal may refer them to the QCAA Complaints Information page for further guidance.​​