Complaints & Appeals

Complaints

Any student, staff member, member of the public or any other person or organisation has the right to lodge a complaint about Well Grounded Consultancy. A complaint may be made regarding the actions of the company, its staff members, any third party or employee of a third party who is involved with the company or about a learner who is enrolled in a course of study with the company.

Well Grounded Consultancy strongly believes in the principles of natural justice and strives for procedural fairness in the addressing of complaints at all times. To ensure that this end is achieved, complaints may be made on two different procedural levels: informal and formal.

In the first instance, a complaint should be made informally. This involves raising the issue with the other party concerned and attempting to address it directly. Well Grounded Consultancy staff and students are all made aware of this approach, and should be ready to discuss the concern and address it where possible. To ensure that an appropriate record of your informal complaint is kept you should email the details of your complaint, the action you have taken, and the resolution to info@wellgrounded.com.au. We will store this information in our Complaints and Appeals Register to ensure that, if necessary, the information is available for use in a formal complaint.

If the issue cannot be resolved informally, a formal complaint may be made. Your complaint should be made via the FOR009 – Notice of Complaint form. This form is available from the Well Grounded Consultancy website and should be submitted to info@wellgrounded.com.au.

Following receipt of the complaint, an officer of Well Grounded Consultancy will contact you to discuss the matter further. Your complaint, and all associated detail, will be stored and maintained in the Complaints and Appeals Register to aid in delivering procedural fairness. You will be notified, in writing, that an investigation has been opened and is being undertaken.
The complaint will be investigated thoroughly, including undertaking interviews with all concerned individuals. Following this process a decision will be made by the investigating officer and will be endorsed by the Chief Executive Officer of Well Grounded Consultancy. This decision, once made, will be upheld unless an appeal is made and is successful.
Following the completion of the formal complaint process, if you are not satisfied, you have the right to appeal the decision. This includes the right to have the decision reviewed by a third party. For further details of this process, see the section titled “Appeals” below.
Throughout the complaints process you will be kept informed, in writing, of what is occurring and what action is being taken. In accordance with the requirements of the Standards for Registered Training Organisations (RTOs) 2015, if your complaint will require more than 60 days to finalise you will be notified of this in writing, including being informed of the reason why that length of time is required. You will then be regularly updated, in writing, of the progress of your complaint.
The results of all complaint processes will be analysed and used to improve the operations of Well Grounded Consultancy. Nothing in this process prevents an individual from accessing their legal right to make a complaint to a third party such as the Australian Skills Quality Authority or a Training Industry Ombudsman.

Appeals

Any student, staff member, member of the public or any other person or organisation has the right to lodge an appeal against any decision which has a direct effect on them and which has been made by Well Grounded Consultancy, any staff member of the company, any learner enrolled with the company or any third party or employee of a third party who is involved with the company. This includes assessment decisions.

To ensure that procedural fairness is maintained, there is no informal appeals process. All appeals must be made using the FOR010 – Notice of Appeal form. This form is available from thed Well Grounded Consultancy website and should be submitted to info@wellgrounded.com.au.

Following receipt of the appeal, an officer of Well Grounded Consultancy will contact you to discuss the matter further. Your appeal, and all associated detail, will be stored and maintained in the Complaints and Appeals Register to aid in delivering procedural fairness. You will be notified, in writing, that an investigation has been opened and is being undertaken.

The appeal will be investigated thoroughly, including reviewing the decision-making process and interviewing all concerned individuals. This review will involve consulting with appropriately qualified decision makers who were not involved in the original decision, for example having an assessment decision reviewed by another qualified assessor. Following this process the decision will be upheld or overturned by the investigating officer and this result will be endorsed by the Chief Executive Officer of Well Grounded Consultancy.
If, following the appeal process, you are unsatisfied with the result, the final stage in the process is to have the appeal overseen by an independent mediator. You have the right to request this and, if made, this request will be honoured. The independent mediator must be agreed by both parties prior to being appointed, and the cost will, in the initial instance, be covered by the appellant. If the appeal is successful and the independent mediator overturns the decision, and if the decision was made by Well Grounded Consultancy or a staff member of the company, the appellant will be reimbursed for the cost of the mediator.

Throughout the appeals process you will be kept informed, in writing, of what is occurring and what action is being taken. In accordance with the requirements of the Standards for Registered Training Organisations (RTOs) 2015, if your appeal will require more than 60 days to finalise you will be notified of this in writing, including being informed of the reason why that length of time is required. You will then be regularly updated, in writing, of the progress of your appeal.

The results of all appeal processes will be analysed and used to improve the operations of Well Grounded Consultancy.


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