Orygen RTO is committed to:
- providing access to a fair and transparent process for raising and resolving complaints and/or appeals; and,
- the effective and efficient resolution of student complaints and appeals.
If there is any concern or cause for dissatisfaction, please contact Orygen RTO.
Orygen RTO will ensure this policy and procedure is publicly available and is easily accessible.
| Term |
Descriptions |
| Complaints |
An expression of dissatisfaction by a student about conduct by Orygen RTO, staff, other students or third parties providing services on behalf of Orygen RTO. This may include issues with the enrolment process, training and/or assessment.
People who lodge complaints are referred to as ‘complainants’.
|
| Appeals |
The process by which a person may challenge an academic decision they received. Academic decisions may include:
- assessment results
- payment refund decisions
- assessment extension decisions
People who lodge appeals are referred to as ‘appellants’.
|
Submitting a complaint or appeal
1. Informal complaint or appeal
You are encouraged to communicate any concerns immediately with Student Services. Student Services will try to resolve the matter. If the issue cannot be addressed (including if the person is uncomfortable having Student Services address the matter) they are encouraged to submit a formal written complaint or appeal.
2. Submission of a formal written complaint or appeal
To submit a formal written complaint or appeal to the complaints officer, complete and lodge the Complaints and Appeals form.
Once submitted, the person will receive a written formal acknowledgement of the complaint or appeal within two (2) business days, followed by timely regular updates on the matter. Orygen will investigate and resolve the matter in an effective and efficient manner.
Orygen will investigate the matter by:
- Gathering information on the matter.
- Speaking to the relevant and involved parties.
- Generating problem-solving strategies and options for solutions.
Orygen is committed to resolving the matter effectively and efficiently and will aim to resolve the matter within sixty (60) days. Should the matter take longer to be resolved, there will be a written notification outlining the reason for the delay.
3. Escalation to external review
If the person is not satisfied with the resolution reached by Orygen, they are entitled to escalate the matter to an external third-party review. This is a review that is undertaken by an independent external third party to assist with the resolution. Third parties may include relevant training representative/s, legal representative/s, or other relevant personnel.
Should the matter be escalated to this stage, Orygen will provide the person with the details of the authority and the review.
If the person is still not satisfied with the result from the external appeals process, they are entitled to submit the matter via ASQA connect.
This policy was last updated in December 2023.