COMPLAINTS AND APPEALS POLICY

The complaints and appeals procedure relates to allegations involving the conduct of the IFA Training, its trainers, assessors or other staff, any third party providing services on behalf of the RTO and students of the IFA Training.

IFA Training will ensure that it handles complaints and appeals fairly and without bias. The principles of natural justice and procedural fairness will be adopted at every stage of the complaints and appeals process. This will ensure that, unless the security or safety of individuals is at risk, there will be no impact on the enrolment of an individual while a matter is in progress and all efforts will be made to assist a complainant or appellant with their matter.

All formal complaints and appeals will be heard and decided within 60 calendar days of receiving the written complaint or appeal. If IFA Training considers more than 60 calendar days are required to process and finalise the complaint or appeal, the complainant or appellant will be informed of the reasons in writing and will be regularly updated on the progress of the matter.

If the processes fail to resolve the complaint or appeal, a review by an independent party will be provided if requested.

Any substantiated complaints, as well as the complaints and appeals policy, will be reviewed as part of the continuous improvement processes and appropriate corrective action taken to prevent or reduce the likelihood of reoccurrence. All matters pertaining to complaints and appeals will be securely protected.

The Managing Director of IFA Training is ultimately responsible for ensuring compliance with this policy and procedure.

The Policy will be provided on IFA Training’s website with information about how to make a complaint or lodge an appeal.