Complaints, Appeals and Grievances

Policy

AWCINSW will address all complaints and appeals in an expedient & professional manner. At all times the complainant will be treated with respect and without prejudice.

Procedure

AWCINSW adopts a policy that if a candidate believes that any services provided by AWCINSW (including assessment) was unfair, invalid or inappropriate they have a right to appeal. It is AWCINSW’s policy that all complaints and appeals will be addressed in an expedient and professional manner. At all times the complainant will be treated with respect and without prejudice.

If a candidate or employer has a complaint relating to any services provided by AWCINSW, the complainant should

1. 1. Complete a complaints and appeals form available by contacting AWCINSW.
   2. Forward this form to the AWCINSW CEO within 7 days of issue.
   3. The CEO will communicate with the complainant to resolve the issue.
   4. In the case of the issue being un-resolved, AWCINSW will engage Mr Irving Warren to mediate between AWCINSW and the complainant.
   5. A record of the outcome of the above will be made and kept on file at AWCINSW.

Access to Learner Records

It is the policy of AWCINSW RTO that Learners must be allowed access to their records upon request.

Learners records will be accessible only by the learner, their employer, authorised AWCINSW Staff (CEO, Training Manager & Administration Manager, Trainer & Assessor) or as requested by relevant authorities.

The following procedure will be undertaken for the learner to access their records, this procedure also applies to the Employer.

1. On request from the Learner or employer the Trainer/assessor or relevant AWCINSW staff will arrange a time, date and location for the learner to access specified records.
2. An authorised AWCINSW staff member will obtain authorisation from the AWCINSW Training Manager.
3. An authorised AWCINSW staff member will obtain hard copies of the requested participation records.
4. An authorised AWCINSW staff member will complete the Learner Access Form to record the date, record title, and authorisation signature.
5. The Learner is required to sign and print their name in the Leaner Signature column.
6. An authorised AWCINSW staff member will remain with the learner whilst they are accessing the participation records.
7. At no time will any accessed documentation be allowed to be removed from our premises or from the Trainers possession.
8. If any amendments or alterations arise from any issues that occur from this access this must be documented in the Complaints and Appeals form. The complaints and appeals procedure is to be adopted.

The Learner Access form will remain on file with the Learner Record.

Contact the AWCINSW to obtain the Learner Access form.

Refund and Withdrawal from Course Procedures

Withdrawals or refunds from a course must be in writing and accompany a Fee Refund/Withdrawal application form. These forms are available by contacting AWCINSW on 02 9891 6188. The refund application forms or letter must be signed by the learner.

If withdrawal is 5 days or more PRIOR to start of course all paid course fees will be refunded.

If withdrawal is less than 5 days PRIOR to start of course no refund will be offered, however learners will be given the opportunity to attend or re-schedule the training at a later date.

If withdrawal is AFTER the start of course there is no refund.

Other Circumstances

If our organisation cancels a course that you are enrolled in, we will offer a full refund of all paid fees or offer the opportunity to re-schedule the training at a later date.

If a learner has their enrolment cancelled due to misbehaviour or breach of enrolment then no refund will be given for fees paid.

A refund may apply if a learner withdraws for personal reasons beyond their control, these may include:

1. 1. sickness (verified by a medical certificate),
   2. change of employment hours or location (verified by employer),
   3. other reasons deemed valid at the RTO’s discretion.

To Apply For a Refund

To apply for a refund, learners can submit a request in writing stating why a refund is being sought and forward to the CEO, AWCINSW, or contact AWCINSW for a Fee Refund/Withdrawal application form on 02 9891 6188.

The CEO will review all refund applications and make a decision based on the grounds specified by the applicant within 4 weeks of refund application being received at AWCINSW.

Assessment Appeal Policy

Policy

AWCI adopts a policy that if a candidate believes that the assessment procedure was unfair, invalid or inappropriate they have a right to appeal. It is AWCINSW’s policy that all Assessment Appeals will be addressed in an expedient and professional manner. At all times the appellant will be treated with respect and without prejudice.

Procedure

If a learner or employer has an appeal relating to an assessment outcome provided by AWCINSW, the appellant should:

1. Complete an Assessment Appeal form available by contacting AWCINSW on 02 9891 6188 or clicking here.
2. Forward the completed form to the AWCINSW CEO within 7 days of issue or download.

The appeal will then be investigated and a meeting arranged with an AWCI representative who is not connected with the appeal and/or the appellant.

If this meeting does not successfully resolve the issues, an independent assessor will be utilised to reassess the appeal. The decision of the independent assessor will be final. The issues raised during the meeting will be documented and kept on file at AWCINSW.

Following the meeting and a decision being reached, a written statement of the appeals outcomes including the reasons for the decision will be sent to the appellant via registered post.