Appeal and Grievance Policy
The organization seeks to prevent appeals by ensuring students are satisfied with their training product and outcomes. Personnel are expected to be fair, courteous and helpful in all dealings with students.
Any complain about any assessment will be treated seriously, investigated thoroughly, and dealt with according to the merit of the complaint. The circumstances and results of any appeal are analyzed by the representative. Appeals must be made within 21 days of receipt of assessment. All records of any appeals will be kept on file.
Appeal Procedure
- Notify the School Administrator in writing within 7 days of the knowledge or alleged cause for appeal.
- A written statement of the outcome of the appeal will be provided within 7 days.
- At this time the student may request for reassessment or arbitration by a third party or panel acceptable to all parts of the appeal
Grievance Procedure
In the event that a student has a grievance concerning any matter in relation to the training or organization, there is a process in place to ensure that the grievance can be resolved amicably.
Students have the following courses of action available to them:
1. Initial classroom problems should be taken up with the respective lecturer; speak directly with the person concerned to resolve the problem within 3 days
2. Where the lecturer is not able to provide an equitable solution or the problem persists, students should contact the School Administrator, e.g. if the student cannot speak to the person concerned, they should direct the matter through appointment, if possible, or in writing to the School Administrator within 7 days.
3. If a solution is again not forthcoming, students must put the issue in writing to the Principal. The Principal will require specific information regarding grievance in writing to allow all parties involved to be contacted and an explanation gained. This will be carried out within a 21-day period.
4. If the grievance is still unresolved, the student will be advised of external organizations.
All record of grievances will be kept in a file for record purposes.
Complaint form is attainable from the reception counter.
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