Complaints & Appeals

General information

AQF/NVR Requirement SNR 16.7

The CMDA provides appropriate mechanisms and services for candidates to have complaints and appeals addressed efficiently and effectively.

Complaints

  1. A complaint should first be lodged with RTO Administration within 14 days of the issue arising, where practicable, using the form below.
  2. A written response will be provided within 21 working days.
  3. Where the outcome is not satisfactory to the candidate, the RTO Manager should be contacted in writing (mail/email), setting out:
    • The circumstances surrounding the issue, date and nature of the incident
    • Who was involved
    • Why a complaint is being lodged
    • Any evidence including dates and documentation
    • The name of any witnesses who could support the case
  4. The RTO Manager will consider the complaint and the candidate will be notified in writing of the outcome.
  5. If the candidate is not satisfied with the outcome, the complaint will be referred to an independent person, who is agreed to by both parties, and the candidate will have an opportunity to formally present their case. 
  6. The complaint and outcome must be entered into the Complaints and Appeals Log.

Assessment appeals

  1. Where appropriate the candidate should first approach the assessor concerned within 14 days of receiving the assessment result, where practicable.
  2. Where the outcome is not satisfactory to the candidate, the RTO Manager should be contacted in writing (using the form below), setting out:
    • Grounds for appeal
    • Why an appeal is being lodged, giving specific reasons
    • Any evidence which could support the appeal
  3. The RTO Manager will consider the appeal and decide whether the assessment decision stands or provide an opportunity for re-assessment by another assessor (appointed by the RTO)
  4. The candidate will be notified in writing of the outcome, the reason for the decision and where relevant possible reassessment.
  5. If the candidate is still not satisfied with the decision, the appeal will be referred to an independent person, who is agreed to by both parties, and the client will have an opportunity to formally present their case. 
  6. The appeal and outcome must be entered in the Complaints and Appeals Log.
External resolution options

In the event a candidate is still not satisfied with the outcome of their appeal or complaint and once they have exhausted all the RTOs processes they be informed of whom else they can contact to resolve their matter. In some instances ASQA may be an appropriate body. http://www.asqa.gov.au/complaints/complaints.html

Download Compliant or Assessment Appeal Application below:


Complaint / Appeals application