Customer Complaints and Appeals

The following Policy applies to ‘Standard 1 – Systems for Quality Training and Assessment’ of the AQTF Standards for RTOs.

In relation to Standard 1.5, The MRC/Spectrum has an established process for both staff and customers to make suggestions and grievances on how the MRC/Spectrum can improve their services. This process covers:

  • Complaints
  • Opportunities for Improvement (OFI)

Staff have a responsibility to familiarise themselves with the process and ensure that customers are made aware of their right to access this process.

8.1 Principles underlying MRC/Spectrum Complaints Procedure.

The MRC/Spectrum views feedback made by both staff and customers as an integral part of providing high quality service. Complaints procedures are an important method of receiving feedback in relation to service provision.

All issues will receive a prompt response as possible. The response should address the concerns in a detailed and complete manner.

Responses should always be in positive terms. The nature of the response should be one of understanding.

The Complaints procedure System should:
  • Ensure staff understands their responsibilities in handling complaints.
  • Ensure complaints are resolved promptly, effectively and fairly.
  • Be simple and easily understood by the customer.
  • Help resolve customer issue/suggestion with the services.
  • Assist with making decisions to prevent similar occurrences.
  • Clearly establish responsibility for taking action and the steps taken to address the issue.
8.2 Types of Issues
  • Academic Issue: something to do with teaching, learning, or assessment issues in a customer’s course
  • Administrative Issue: Anything to do with the management of the RTO and/or the administration of a customer’s enrollment
  • General Issue: Anything to do with a customer’s comfort, safety and general wellbeing whilst attending training and/or assessment