Preamble

The Di Pacci Coffee Company, RTO 45805, aims to provide a positive and rewarding learning experience for all participants. Our organisation will ensure that our current students receive structured support to assist them achieve successful learning outcomes. All members of The Di Pacci Coffee Company, students and anyone conducting business on behalf of the Di Pacci Coffee Company are expected to behave in a respectful manner to others and respect the variety of views found in our multicultural society. The Di Pacci Coffee Company, its trainers, assessors or other staff; a third party providing services on behalf of The Di Pacci Coffee Company, its trainers, assessors or other staff and learners of The Di Pacci Coffee Company are subject to the requirements of these processes in managing and responding to complaints and appeals. 

Purpose

This Policy covers areas of Disability and Workplace Harassment

This policy ensures compliance with standards 1, 5 and 6 of the Standards for Registered Training Organisations (RTOs) 2015. The clauses are as follows:

Clause 1.7 The RTO determines the support needs of individual learners and provides access to the educational and support services necessary for the individual learner to meet the requirements of the training product as specified in training packages or VET accredited courses.

Clause 5.4 Where there are any changes to agreed services, the RTO advises the learner as soon as practicable, including in relation to any new third party arrangements or a change in ownership or changes to existing third party arrangements.

Clause 6.1 to 6.6 

6.1. The RTO has a complaints policy to manage and respond to allegations involving the conduct of:

       a) the RTO, its trainers, assessors or other staff;
       b) a third party providing services on the RTO’s behalf, its trainers, assessors or other staff; or
       c) a learner of the RTO.

6.2. The RTO has an appeals policy to manage requests for a review of decisions, including assessment decisions, made by the RTO or a third party providing services on the RTO’s behalf.

6.3. The RTO’s complaints policy and appeals policy:

     a) ensure the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process;
     b) are publicly available;
     c) set out the procedure for making a complaint or requesting an appeal;
     d) ensure complaints and requests for an appeal are acknowledged in writing and finalised as soon as practicable; and
     e) provide for review by an appropriate party independent of the RTO and the complainant or appellant, at the request of the individual making the complaint or appeal, if the processes fail to resolve the complaint or appeal.

 

6.4. Where the RTO considers more than 60 calendar days are required to process and finalise the complaint or appeal, the RTO:

     a) informs the complainant or appellant in writing, including reasons why more than 60 calendar days are required; and
     b) regularly updates the complainant or appellant on the progress of the matter.

6.5. The RTO:

     a) securely maintains records of all complaints and appeals and their outcomes; and
     b) identifies potential causes of complaints and appeals and takes appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence.

6.6. Where the RTO is an employer or a volunteer organisation whose learners solely consist of its employees or members, does not charge fees for the training and/or assessment, and does not have in place a specific complaints and appeals policy in accordance with Clauses 6.1 & 6.2, the organisation has a complaints and appeals policy which is sufficiently broad to cover the services provided by the RTO.

Definitions

Case Officer means a nominated officer that has the skills to support a student in their qualification with the RTO.

Student Learning Plan means a plan developed by RTO personnel in consultation with the student or student stakeholders to document strategies that support the student’s achievement of short and long term goals.

Student Handbook means a separate document that provides a complete explanation on the roles and rights of the RTO and the student.

Record means a written, printed, or electronic document providing evidence that activities have been performed.

Learner means a person being trained and/or assessed by the RTO for the purpose of issuing AQF certification documentation.

Responsibilities

All staff must ensure that their activities comply with this policy and procedures.

Ensure that information is gathered on students’ special needs (including anything related to physical ability, cultural background or educational background).

Ensure that the TAS for each educational offering considers information of students’ individual needs and documents strategies for the provision of support required.

Provide information to students about support services including support available if they find the course difficult.

Ensure that students receive support for use of any required technology and can access learning resources.

Ensure that students know how to make a complaint about their training or support services if they are not satisfied.

Ensure that students are informed whenever any of the agreed services are changed

Complaints and appeals must be acknowledged in writing and recorded, acknowledged and dealt with fairly, efficiently and effectively. Appeals must be finalised as soon as practicable

Ensure the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process

In the event that The Di Pacci Coffee Company determines that more than sixty (60) calendar days are required to process and finalise the complaint or appeal: 

      a) inform the complainant or appellant in writing, including reasons why more than sixty (60) calendar days are required and
      b) regularly update the complainant or appellant on the progress of the matter. 

Ensure that all records of all complaints and appeals and their outcomes are securely maintained

Review complaints and appeals to identify potential causes of complaints and appeals and take appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence.

Procedures for developing a Student Learning Plan

Step 1: 

Ensure that the student has been given the ‘Is this the course for you – check sheet’

Step 2:

On completion of enrolment, the student must be assigned a Case Officer. A Case Officer’s role is to support the student on their course of study. 

Step 3:

Review available information to determine if and what kind of support may be required for the student. This includes the enrolment form and any kind of correspondence provided by the learner. 

Step 4:

Discuss with the learner the areas of concern where support may be required. 

Step 5:

Accurately identify the level of support required by using methods of self-assessment, validated tools that map to the ACSF or experts within the field of concern.

Step 6:

Develop strategies in consultation with the learner to address areas where gaps have been identified.

Step 7:

Document strategies on the Student Learning Plan. 

Step 8:

Disseminate relevant information to relevant RTO personnel prior to implementation of the Student Learning Plan.

Procedures for monitoring the Student Learning Plan 

Step 1: 

Refer to the learning plan to identify key personnel involved in the support process. This includes any third parties engaged in the support process.

Step 2: 

Review student progress in relation to the timelines documented on the learning plan.

Step 3:

Consult with the learner and document feedback provided on the learning plan.

Step 4: 

Document any variations to the learning plan.

Step 5:

Ensure the results of the support provided are documented prior to closure of the student’s case.

Procedures for managing complaints

Ensure that the procedure for managing complaints is publicly available on the RTO website, in the Student Handbook, and/or displayed in common areas accessed by students.

Step 1:

When any staff member becomes aware of a complaint about the RTO, third parties, any staff member or other students, ensure that the person airing the complaint is aware that the RTO has a policy and procedure for dealing with complaints, and offer to provide information on the complaint handling process.

Step 2:

If a person wishes to make a complaint, inform the relevant administrative personnel or access the RTO complaints form and arrange a quiet place where the complaint form can be completed discreetly without the complainant feeling pressured.

Step 3:

Offer support to the complainant in completing the complaint form if required or requested. 

Step 4:

Lodge the completed complaint form with the relevant RTO administrative personnel and inform the RTO Training and Compliance Manager.

Step 5:

The RTO Officer signing off on the complaint form is responsible for ensuring that the complaint is satisfactorily resolved and must document the complaint on the Complaint Record Sheet.

Procedures for managing student appeals

Ensure that the procedure for managing student appeals is publicly available on the RTO website, in the Student Handbook, and/or displayed in common areas accessed by students

Step 1:

If a student wishes to appeal a decision made by the RTO, inform the student of their right to appeal and contact the RTO Training and Compliance Manager. 

Step 2:

The RTO Training and Compliance Manager must document the appeal on the student file.

Step 3:

Gather and document information on the basis of the appeal and consider the case details against the Principles of Assessment and Rules of Evidence.

Step 4:

Where breaches of the Principles of Assessment or Rules of Evidence have occurred, the situation must be rectified by consulting with the student on a fair and equitable process for an extension of time allowed to complete, reattempt or resubmit any assessment requirements.

Step 5: 

The RTO Training and Compliance Manager shall inform the student on the outcome of the appeal within three (3) business days and explain the basis of the RTOs decision to the student.

Step 6:

If the student remains dissatisfied with the appeal decision then the RTO Training and Compliance Manager shall escalate the appeal to the General Manager who will consider the case details and inform the student of his decision and the basis of his decision within three (3) business days.

Step 7:

If the processes fail to resolve the complaint or appeal, the RTO shall make arrangements to provide for review by an appropriate party independent of the RTO and the complainant or appellant, at the request of the individual making the complaint or appeal.

Step 8:

Information on further action that the student can pursue must be provided including details for contacting the VET Regulator.