Appeals, Complaints and Grievances Procedure
MTA NSW recognises that differences and grievances can arise from time to time. Complainants are encouraged to resolve concerns or difficulties informally with the person/s concerned in the first instance.
The above can also be done by emailing training@mtansw.com.au or by contacting us on (02) 9016 9000 to inform us of your concern. We will then discuss the matter with you and endeavour to resolve the problem.
1.Submission of Complaint or Grievance
Formal complaints or grievances must be submitted to the Operations Manager – RTO by completing and emailing the DOC#139 Complaints, Grievances and Appeals Form to: louise.kinloch@mtansw.com.au.
The form can be requested via email at training@mtansw.com.au.
2.Acknowledgement of Receipt
The Operations Manager will acknowledge receipt of the complaint or grievance in writing within 24 hours of the form being lodged.
3.Assessment and Outcome
The Operations Manager 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.
If the matter remains unresolved after all internal procedures have been followed, the complainant may refer the issue to one of the following external authorities, depending on the nature of the complaint:
1.State Training Authority (STA) – for matters relating to apprenticeships, traineeships, and training contracts.
Phone: 13 28 11
2.Australian Skills Quality Authority (ASQA) – for complaints related to the quality of training and assessment or breaches of the Standards for RTOs.
Website: www.asqa.gov.au
3.NSW Fair Trading – for consumer protection issues.
Website: www.fairtrading.nsw.gov.au
4.Ombudsman – for complaints about the administrative actions or decisions of government agencies.
Website: www.ombudsman.gov.au
5.National Training Complaints Hotline – a national service for reporting complaints related to vocational education and training.
Phone: 13 38 73
Email: NTCH@education.gov.au
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 DOC#139 Complaints, Grievances and Appeals Form, then lodge it 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 DOC#139 Complaints, Grievances and Appeals Form, which 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.
Phone: 1300 701 801
Email: enquiries@asqa.gov.au
