Compliments, Complaints and Appeals
CIVT’s Management actively seeks its students’ feedback as part of its commitment to high standards through its Continuous Improvement process. To support this, CIVT’s Management offers the following range of services:
CIVT students are actively encouraged to provide any positive feedback about their experiences with the College or any suggestions of improvement within the College’s existing programs or services, via email, student surveys or an anonymous letter to the college.
CIVT endeavours to provide quality services and training however should a student wish to make a complaint the College welcomes the chance to improve its systems through consultative and constructive feedback from its students. It offers support through direct contact with the College and through access to feedback collection systems and appeals or complaints processes and policies.
Should a student feel that they have been unfairly treated, a miscommunication has occurred, a level of service not provided or a problem encountered with a team member, they are asked to communicate their experiences in order to ensure a resolution is found to every situation.
CIVT is committed to dealing with complaints in a timely and constructive way. If wishing to make a complaint concerning any aspect of CIVT’s services and training, the student should refer to the following processes:
INFORMAL COMPLAINTS PROCESS
Students may submit a complaint in writing directly to CIVT’s Staff by emailing it to firstname.lastname@example.org, with the purpose to resolve the complaint through discussion and through mutual agreement.
FORMAL COMPLAINTS PROCESS
When a student wishes to submit a formal complaint or is dissatisfied with the attempt to resolve a complaint informally, the student may submit a formal complaint to CIVT’s Management utilising the 'Student Complaint Form' available in MYCIVT and emailing it to email@example.com.
EXTERNAL COMPLAINTS PROCESS
The RTO Manager shall advise the student that an Independent Third Party (www.rtoanswers.com.au) will consider the nature of the complaint and a possible further resolution at no cost to the student.
An appeal is a request by a student for reconsideration of an unfavourable assessment result.
CIVT’s Management has a policy to allow its students to appeal any results and learning outcomes should the student feel that the work was not appropriately graded.
Should a student receive a ‘Not Yet Satisfactory’ result for an assessment completed and submitted within its expected duration they should take the following steps:
If a decision is being appealed, the student must present this in writing via email and specify the particulars of the decision or finding in dispute.
Should a student’s resubmission still result in a ‘Not Yet Satisfactory’ then they are able to submit one further attempt or appeal the result.
CIVT’s Training and Assessing staff are required to:
All assessment appeals will be processed by CIVT’s Management within ten (10) days of receipt of an appeal and the outcome communicated with the student. All assessment appeals will be maintained on the student’s file and the student’s records will be adjusted to comply with CIVT’s Management appeal outcome decisions.
If the student is still dissatisfied with the outcome of the assessment appeal they should follow the formal complaints process outlined above.