1. Purpose

1.1 In accordance with Standard 10 of the National Code 2018 and Clauses 6.1-6.6 of the Standards for Registered Training Organisations 2015, this Policy and Procedure provides a clear process to submit a complaint or register an appeal.

1.2 This will ensure all parties involved are kept informed of actions taken and outcomes.

1.3 This process provides opportunity for complaints and appeals to be acknowledged, recorded, and managed in an ethical, efficient and effective manner.

1.4 The Hospitality Institute of NSW Pty Ltd Complaint and Appeal Policy is available via the Hospitality Institute of NSW Pty Ltd website or upon request from Hospitality Institute of NSW Pty Ltd Student Services staff or reception.

  1. Related Documents

Complaints and Appeals Form

Complaints and Appeals Register

  1. Relevant Legislation

ESOS Act 2000

National Code 2018

Standards for Registered Training Organisations 2015

The Privacy Act 1988 (Privacy Act)

  1. Scope

4.1 This Complaints and Appeals Policy and Procedure applies to all students studying at Hospitality Institute of NSW Pty Ltd.

  1. Responsibilities

5.1   This Policy and Procedure is relevant to the following parties:

5.1.1         Hospitality Institute of NSW Pty Ltd, its trainers, assessors and other staff

5.1.2 A third-party providing support and/or services on behalf of Hospitality Institute of NSW Pty Ltd.’s, its trainers, assessors or other staff

5.1.3         A current and/or prospective student of Hospitality Institute of NSW Pty Ltd

6          Definitions

Course

Refers to the specific course a student is enrolled which may lead to a qualification or reward.

CRICOS

The Commonwealth Register of Institutions and Courses for Overseas Students (CRICOS).

ESOS Act

The Education Services for Overseas Students Act 2000 of the Commonwealth of Australia.

 Face to face

Students are supported by a facilitator/trainer in an environment to educate and give immediate feedback

National Code 2018

The National Code of Practice for Providers of Education and Training to Overseas Students 2018 (NC 2018), established pursuant to Part 4 of the ESOS Act.

SSO

A Student Services Officer or Student Support Officer

Standards for RTO’s

The Standards for Registered Training Organisations, 2015 (SRTOs 2015).

The SRTOs 2015 ensure nationally consistent, high-quality training and assessment across Australia’s vocational education and training (VET) system. Compliance with the SRTOs 2015 is a requirement for all Nationally Registered Training Organisations (RTOs) and for applicants seeking registration.

ASQA – the National Regulator, uses the SRTOs 2015 to protect the interests of all students in Australia’s VET system. The SRTOs 2015 guide nationally consistent, high-quality training and assessment services in the vocational education and training system.

   SMS

  Is a Student Management System

   Study Period

Is a scheduled term or period of study within a course at Hospitality Institute of NSW. At Hospitality Institute of NSW Pty Ltd each Term (study period) consists of 10 scheduled weeks of study/tuition.

   Unit

  Is a Unit of Competency (UOC)

   VET

  Is Vocational Education and Training

  1. Policy Provisions

7.1 Hospitality Institute of NSW Pty Ltd acknowledges that complaints may arise from time to time.  Hospitality Institute of NSW Pty Ltd will address any complaint or appeal in a responsible, respectful and timely manner which is at no cost to the complainant/appellant.

7.2 Hospitality Institute of NSW Pty Ltd will ensure natural justice and procedural fairness are used to ensure that decision making is fair and reasonable. This supports the rights of all parties to be heard and informed without bias.

7.3 Appeals offer a formal process in requesting a change in or confirmation of a decision. Appeals can be made in regards to an assessment outcome decision or in regards to the initial outcome of a complaint.

7.4   In managing complaints and appeals Hospitality Institute of NSW Pty Ltd will ensure that

7.4.1         The principles of natural justice and procedural fairness are is applied in all stages of the process

7.4.2         The Hospitality Institute of NSW Pty Ltd Complaints and Appeals Policy is available via the Hospitality

Institute of NSW Pty Ltd website and on request

7.4.3         Complaints and appeals are treated seriously and dealt with promptly, impartially, sensitively and confidentially

7.4.4         A student will not be disadvantaged as a result of lodging a complaint or appeal

7.4.5         Students have the right to have a support person with them at any time during the complaints and appeals process

7.4.6         Complaints and appeals are assessed on a case-by-case basis

7.4.7         Throughout the decision-making process and outcomes related to a complaint/appeal will be provided in writing to all parties involved

7.4.8         An analysis of complaints and appeals may contribute towards Hospitality Institute of NSW Pty Ltd Continuous Improvement Strategies

7.5 Initial Action

7.5.1 Students who believe they have an issue or concern in relation to studying at Hospitality Institute of NSW Pty Ltd should, in the first instance approach their relevant trainer to try to resolve the issue or concern.

7.5.2 If the issue or concern cannot be solved informally, the student may complete a Hospitality Institute of NSW Pty Ltd Complaints and Appeals form. Appeals must be lodged within 20 calendar days of the initial event/decision.

  1. Policy Information

Authorised Officer

Academic Manager

Supporting documents, procedures & forms of this policy

Complaints and Appeals Form

Complaints and Appeals Register

Related Legislation and Codes of Practice

ESOS Act 2000

National Code 2018

Standards for Registered Training Organisations 2015

The Privacy Act 1988 (Privacy Act)

Audience

Public

  1. Procedures

9.1 A student completes the Hospitality Institute of NSW Pty Ltd Complaints and Appeals form, then submits this completed form to a Student Services Officer in person at Hospitality Institute of NSW Pty Ltd reception or by emailing the completed form to studentservices@hinsw.com.au

9.2 On receipt of a completed Hospitality Institute of NSW Pty Ltd Complaints and Appeals form, the Student Services Officer will acknowledge receipt via an email to the complainant/appellant. The completed Complaints and Appeals Form will then be scanned and saved on the relevant students file within VETTrak and emailed to the Hospitality Institute of NSW Pty Ltd Academic Manager.

9.3 The Academic Manager will enter the complaint details into the Hospitality Institute of NSW Pty Ltd Complaints and Appeals register then prepare the complaint or appeal details prior to forwarding the completed Complaints and Appeals Form to the Supervisor Student Services or CEO for their further review and action. Any relevant supporting documentation and correspondence is to be included and must be forwarded to the CEO within 5 working days of receipt of the complaint or appeal.

9.4 The CEO will review the complaint/appeal and supporting documentation and if requested by the CEO, the student may be requested to provide additional information and/or supporting documentation.  The CEO may also request a meeting with the student where appropriate.  Should this request arise, the student will be advised in writing (email is acceptable).  The student may choose to be accompanied by a support person.

9.5 The outcome of the CEO review will be provided to the student in writing as soon as is practicable.  If more than 60 days are required to process and finalise the complaint or appeal, the student will be notified in writing of the reason why more than 60 days are required.  The student will also receive regular updates on the progress of their complaint or appeal from this notice.

9.6 If the student is not successful in the complaint/appeal process or are not satisfied with the outcome they must be advised that within 10 working days of the outcome they have the right to access an external complaints/appeals handling process by contacting the Overseas Student Ombudsman via the following:

Overseas Student Ombudsman

GPO Box 442, Canberra ACT 2601

Telephone: 1300 362 072 within Australia. Outside Australia call +61 2 6276 0111

Email: ombudsman@ombudsman.gov.au

 

9.7 Complaints and Appeals Records

9.7.1 The Academic Manager will update and maintain the Hospitality Institute of NSW Pty Ltd Complaints and Appeals Register with a written record of each complaint, appeal, supporting documentation, and the outcome decision being recorded and maintained in accordance with Privacy legislation.

9.7.2 All complaints and appeals are to be regularly monitored by the CEO, Supervisor Student Support and Academic Manager with areas for improvement identified being included in the Hospitality Institute of NSW Pty Ltd Continuous Improvement Register.