Complaints and grievances
Should your complaint/grievance not be resolved informally you may request a formal complaints form through the process listed below:
1. Submission of Complaint or Grievance
Formal complaints or grievances must be submitted to the General Manager Training - RTO by completing the Complaints, Grievances and Appeals Form accessed via our Appeals, Complaints And Grievances page on our website, Appeals, Complaints and Grievances, or https://motor-traders-association-of-nsw.rtosafe.com.au/Public/Complaints/New, or by emailing Louise.Kinloch@mtansw.com.au for a link.
2. Acknowledgement of Receipt
The General Manager Training - RTO will acknowledge receipt of the complaint or grievance in writing within 24 hours of the form being lodged.
3. Assessment and Outcome
The General Manager Training - RTO will assess the complaint or grievance, determine an appropriate outcome, and notify all relevant parties in writing within 10 working days.
4. Further Action
If the complainant is dissatisfied with the outcome, they will be informed of their right to escalate the matter through an external or independent body.
MTA NSW will thoroughly assess your concern and consult with you to achieve a suitable outcome for up to 60 days. We will also review the solution to ensure that it has been suitable and effective, ensuring you remain satisfied. You will be provided with a written response from MTA NSW regarding the solution to your concern.
Should your concern remain unresolved, you have the right to escalate the matter through an external or independent body. They are listed below.
Who to contact
Issues to do with quality of training, contact the Australian Skills Quality Authority (ASQA)
Website: www.asqa.gov.au
Smart and Skilled enquiries/complaints
Phone:13 28 11 / 1300 772 104
Email:SmartandSkilled.Enquiries@det.nsw.edu.au
Online enquiry and feedback form
Consumers specifically asking for a refund or similar should contact NSW Fair Trading
Phone:13 32 20, Monday-Friday, 8:30am to 5pm
Website: www.fairtrading.nsw.gov.au
If it is a work health and safety issue, contact SafeWork NSW
Phone:13 10 50, Monday-Friday, 8:30am to 5pm
Website: www.safework.nsw.gov.au
Instances where you may require assistance include but are not limited to:
Being given false information by MTA NSW
The communication process with MTA NSW has broken down and the transfer of information is either incomplete or misunderstood
Confusion about what to do
Being unable to carry out a task successfully due to lack of training time and resources
Not agreeing on the quality levels being provided by MTA NSW
Your expectations of the service delivery not being met
Availability of resources and suitable alternatives are not being provided
Still not sure?
The National Training Complaints Hotline will direct you to the relevant authorities or the most appropriate organisation to assist you.
Phone:13 38 73, Monday-Friday, 9am to 5pm
National Training Complaints Hotline complaints form
Website: dewr.gov.au/national-training-complaints-hotline
Assessment Appeals
There is an assessment appeal process in place should the employer/supervisor or the student believe the assessment process was inappropriate or unfair.
Should this occur, discuss the issue firstly with the Training Officer and, if a satisfactory arrangement is not reached, you may complete a Complaints, Grievances and Appeals Form accessed via our Appeals, Complaints And Grievances page on our website, Appeals, Complaints and Grievances, or https://motor-traders-association-of-nsw.rtosafe.com.au/Public/Complaints/New, or by emailing Louise.Kinloch@mtansw.com.au for a link. This will be lodged with the MTA NSW RTO Operations Manager, who will review the issue and consult with you to find a solution using the procedure below.
MTA NSW Appeals Process
1. Submission of Appeal
An appeal must be submitted using the Complaints, Grievances and Appeals Form accessed via our Appeals, Complaints And Grievances page on our website, Appeals, Complaints and Grievances, or https://motor-traders-association-of-nsw.rtosafe.com.au/Public/Complaints/New, or by emailing Louise.Kinloch@mtansw.com.au for a link. The form requires the appellant to specify the details of the appeal, including the nature of the dispute and relevant evidence.
Appeals must be lodged within twenty-eight (28) working days from the date the decision or finding was communicated to the appellant.
2. Acknowledgement of Appeal
Upon receiving the appeal, MTA NSW will acknowledge receipt in writing and provide the appellant with an update on the progress of their appeal within seven (7) working days.
3. Review and Assessment of Appeal
MTA NSW will review the appeal in detail, which may include consultation with the assessor or trainer involved and the gathering of any additional information required for a fair assessment.
In the event the appeal involves an assessment decision, MTA NSW will arrange for the work to be re-assessed by an alternate assessor to ensure impartiality.
4. Outcome of Appeal
The appellant will be notified of the outcome of their appeal in writing within twenty-one (21) working days of lodging the appeal.
5. Extended Timeframe for Resolution
MTA NSW will make every effort to resolve the appeal within 60 days. If the appeal process is expected to take longer, the appellant will be informed in writing, outlining the reason for the delay and when the issue is anticipated to be addressed.
6. Further Action (If the Appeal is Not Resolved)
If the appellant disagrees with the re-marked result, they may submit a formal request to the RTO Operations Manager to have the assessment re-marked by a suitably qualified external party.
Please note: This process may incur additional costs, which will be payable by the student.
The result determined by the external party will be considered the final decision.
7. Escalation to External Authorities
If the student is still dissatisfied with the outcome after the external re-mark, they can escalate the matter to the Australian Skills Quality Authority (ASQA) for further review.
Australian Skills Quality Authority (ASQA)
Website: www.asqa.gov.au
Phone:1300 701 801
Email:enquiries@asqa.gov.au
Smart and Skilled enquiries/complaints
Phone:13 28 11 / 1300 772 104
Email:SmartandSkilled.Enquiries@det.nsw.edu.au
Online enquiry and feedback form
National Training Complaints Hotline
Phone:13 38 73
Website: www.dewr.gov.au/national-training-complaints-hotline/national-training-complaints-hotline-complaints-form
