Complaints / Appeal Policy[1][2][3]

 

Ethos of fairness and support

Becker Helicopter Services Pty Ltd (BHS) employs several methods to ensure students are satisfied with their training.

Any concern of the students is of concern to us and we endeavour always to have a school of fairness and support.  To practice this ethos we:

  • Have an open door policy to encourage communication between students and staff.
  • Have a suggestion box so students can anonymously submit ideas, issues, etc.
  • Encourage students to discuss issues and problems with their instructors or Student Services Manager
  • Encourage instructors who notice a problem, to open a discussion with a student
  • Provide community, counselling and support services to assist students cope with the demands and stress of training
  • Collect evaluations throughout the training, again so we get constant feedback on how we are doing, and help us identify any developing issues or problems.

Aim

The aim is to bring issues out in the open early, to prevent them becoming a serious problem.

Let us know

Should a student be experiencing difficulties with staff (including a third party providing services on our behalf), other students, facilities or course material provided to them, they can utilise any one of the above methods to communicate and resolve the issue.

[1] RTO 1.8 | [2] RTO 6.1-6.6 | [3] RTO 5.2d

  • Complaints and Appeals Form

    Induction (orientation)

    [1]As a registered provider we run an induction programme for all overseas students.  This induction includes general information including our internal complaints and appeals process and form.

    Talk to us

    If during the course of study a student wishes to lodge a complaint or appeal they can first do so by discussing the issue with their instructor and/or the Flight Program Director.

    Complaints and Appeals form

    If the matter cannot be resolved immediately the Flight Program Director will help the student complete a written Complaints and Appeals Form.

    The Complaints and Appeals Form will provide as much detail as possible.

    If the complaint is to do with the Flight Program Director the student may discuss the complaint with the Student Services Manager or Chief Pilot who will assist the student to complete the form if the issue cannot be resolved immediately.

    [2]The student enrolment will not be affected while their complaint or appeal is in the process of being resolved.

    [1] NCS 8.1a | [2] NCS 8.4

  • Formally present their case

    Formally present their case

    [1]In the case where a complaint or appeal is to be heard by an independent person(s) external to our organisation the student will have the opportunity to formally present their case.

    The student can present their complaint or appeal clarifying any issues as they arise.  When their complaint or appeal has been presented questions may be asked to either provide more information or clarify further what has already been stated.

    At the conclusion of the meeting the student will have had every opportunity to present their case and provide all supporting evidence as required.

    [1] NCS 8.1b

  • External Independent Assistance

    External Independent Assistance

    External independent assistance

    [1]In the case where a student’s complaint or appeal is to be heard formally by an independent person(s) external to our organisation the student will have the opportunity to present their case.  The independent person(s) will usually be either:

    • a person in authority from our local Industry Training Advisory Board person(s); or
    • a person in authority from our local state training authority; or
    • an independent person who has extensive relevant industry knowledge, for example, CASA.

    Fees

    Each complainant or appellant has an opportunity to formally present his or her case at minimal or no cost to him or herself.  However, when external parties become involved in the resolution, then the following applies.

    • All mediation fees paid to an independent mediator are the students care including his/her legal action and professional he/she may engage in dispute management.
    • In all cases every attempt is to be made for mediation and settled of the grievance for the better of both parties without legal and court action.

    [1] NCS 8.2

  • Support Person

    Support Person

    Support person

    [1]The student is given the opportunity to present their complaint or appeal.  At this meeting they may be accompanied by a person of their choosing either from their family, our organisation or another external third party person.  The attendance of this person will be recorded in the minutes of the meeting.

    [1] NCS 8.1c

     

  • Timeframes

    Timeframes

    Timeframe

    [1]When a student first documents their complaint or appeal the date is recorded.  We endeavour to address all complaints or appeals within seven (7) days of receiving the complaint or appeal or as soon as practically possible depending on the availability of independent third party representatives.

    Implement-ation

    When outcomes have been finalised they will be implemented as soon as practically possible and followed up by the Flight Program Director to ensure they are done within agreed timeframes.

    Extended process

    [2]If BHS considers that more than 60 calendar days are required to process and finalise the complaint / appeal then we will inform the student in writing, including the reasons why and regularly update the student on the progress.

    [1] NCS 8.1e | [2] RTO 6.4

  • Reporting on Outcomes

    Reporting on Outcomes

    Outcomes of the review

    [1]After review of the complaint or appeal the independent person at the formal meeting will document a formal Complaint / Appeals Outcomes Letter stating the outcome(s) and the reason(s) behind the decision(s).

    Registered post

    This letter is then sent by registered post to the student to ensure they receive the letter.  A copy is also sent to the registered provider.

    Note the decision

    After review of the complaint or appeal (either internally or externally) we will update our Complaints and Appeals Form accordingly with the decision.

    Follow up action

    [2]If this involves follow up action in our organisation timeframes will be stated and the Flight Program Director will ensure the follow up actions are implemented as soon as practically possible.

    [1] NCS 8.1d

    [2] NCS 8.5

  • External Appeals Process

    External Appeals Process

    Further appeal options

    [1]If the student is not satisfied with the result or conduct of the internal complaint handling and appeals process, the student has the right to access the external appeals process at minimal or no cost.

    Decision in favour of the student

    [2]If the internal or any external complaint handling or appeal process results in a decision that supports the student, the Flight Program Director will implement any decision and/or corrective and preventative action required and advise the student of the outcome.

    [1] NCS 8.3 | [2] NCS 8.5

  • State Regulatory Authority

    State Regulatory Authority

    Regulatory authority

    [1]The student may contact the state Regulatory Authority if they are concerned about the conduct of the provider.

    Suspend or cancel registration

    The State Regulatory Authority may suspend or cancel the registration of a provider or course.

    Rights not limited

    The dispute resolution process does not prevent the student from exercising their rights to other legal remedies.

    Availability

    This policy is available to all students through the website, at any time.  It is highlighted during the enrolment process, where students are required to indicate acknowledgement and agreement.

    It is further confirmed during Orientation, where students sign to indicate they have read and understood the policies stated in this document.

    [1] E(OS) Regulation 1988, Section 8

  • Appealing

    Appealing

    What can you appeal?

    [1]The student may appeal the decision of an instructor in regards to:

    • An assessment outcome (within 48 hours of the assessment)
    • Disciplinary action (within 48 hours of the notice of disciplinary action)
    • Notice of unsatisfactory behaviour  (within 20 days of the notice)
    • Notice of Suspension of enrolment (within 20 days of the notice)
    • Notice of Cancellation of enrolment (within 20 days of the notice)

    [1] NCS 13.4

  • Assessment Appeal Procedure

    Assessment Appeal Procedure

    1. Ask your instructor first

    Student makes an initial approach to their supervising instructor within 24 hours of making an assessment.

     

    2. Checking the results

     

    The Instructor will personally review the assessment with the student and may alter the assessment if errors or unfair marking is found to have taken place.

    3. Ask the Flight Program Director

    Students who have appealed against their assessment as per step one above, and who still feel they have been assessed incorrectly, may approach the Flight Program Director (or Head of Training Operations if the Flight Program Director is unavailable) within 24 hours of the review by the Instructor.  The Flight Program Director will take all steps appropriate to ensure that there is no misunderstanding between the student and Instructor.

     

    4. Independent opinion

    If the student is not satisfied with the outcome of steps one and two above, an independent Grade One Instructor will be made available to assess the appeal.  The cost of this (if any) will be the responsibility of the student.  All the appropriate steps will be made by the Independent Grade One Instructor to ensure that the assessment is fair and no errors have been made, and if necessary a third review of the students assessment will be made in the presence of the student, Instructor, Flight Program Director and the Independent Grade One Instructor.

     

    Record

    The appeal process, results of the appeal and reasons for the outcome shall be detailed on the Complaints and Appeals form.  The student shall receive a copy and the form shall be filed in the student folder.

     

  • Internal Complaints / Appeal Procedures

    Internal Complaints / Appeal Procedures

    If a student feels they have a grievance that is not being resolved, then the following procedure should be followed:

     

    Step

    Action

    1 The student must complete the Complaints and Appeals form (available from the website) submit it to the Flight Program Director.
    2 The Flight Program Director is to ensure the complaints/appeal process commences within 7 working days of the formal lodgement of the complaint or appeal and supporting information and all reasonable measures are taken to finalise the process as soon as practicable.
    3 The Flight Program Director will notify the Head of Training Operations and Directors of the school.  Management will appoint a person responsible for overseeing the appeal process.
    4 The person responsible will conduct a review, which may include:

    • Interviewing the appealing student, instructors, fellow students and administrative staff
    • Reviewing course material / assessments / student reports / student files
    5 The student will have had every opportunity to present their case and provide all supporting evidence as required.
    6 The person responsible will arrange an appeal review committee meeting, and present the findings of the investigation to the appeal review committee.  The appeal review committee includes:

    • A Flight Program Director (or if unavailable a Senior Flight Instructor, preferably from a different course)
    • Student Services
    • At least one Supervising Instructor who has been involved in the students course
    • The Appealing student, who may also be accompanied by a person of their choosing in any interviews, or meeting (family, fellow student, staff member of third party person).  The attendance of this person will be recorded in the minutes of the meeting.
    • One of the School Directors, if the course involves suspension or cancellation of enrolment, or the matter is considered to be of a serious nature, having the potential to impact insurance claims, training provider registration, CRICOS registration, CASA AOC status.
    • A mediator or independent advisor, if required by the school directors.
    7 After review of the complaint or appeal a formal Complaint / Appeals Outcomes Letter stating the outcome(s) and the reason(s) behind the decision(s) will be prepared.  This letter is given directly to the student or sent by registered post to the student to ensure they receive the letter.  A copy is also filed with the completed Complaints and Appeals Form and filed.  If this involves follow up action in our organisation, timeframes will be stated and the Flight Program Director will ensure the follow up actions are implemented.
    8 If the student believes that internal grievance-handling processes have not adequately addressed that student’s grievance in relation to a decision affecting the student, the student may lodge an appeal under the external mediation or appeal processes.

     

  • External Mediation

    External Mediation

    Request for external mediation

    If a student is dissatisfied with the outcome of internal appeal processes, the student may make a written request to the school directors to arrange independent external mediation in an attempt to resolve the matter.

    Timeframe

    The request for external mediation must be lodged with the Student Services within 7 working days of the student being notified of the outcome of the relevant appeal.
    If the School directors judge that external mediation is appropriate, the Director will liaise with an appropriate external mediation service, the student and any respondent/s in relation to arrangements for the mediation.  The student is to pay for the external mediation charges, unless otherwise agreed in writing.
  • External Appeal

    External Appeal

    External appeals

    A student who is dissatisfied with the outcome or conduct of internal grievance or appeal processes may lodge an appeal with an appropriate external body.

    Seek internal resolution first

    A student may lodge an appeal with an appropriate external body at any time but is encouraged to pursue internal grievance-handling and appeal processes before lodging any external appeal.
    Contact information on different external bodies with which a student may lodge an external appeal is provided below.

    A student who holds a student visa and who lodges an external appeal must:

    • within 10 days of notification of the outcome of any internal grievance or appeal processes provide Student Services with evidence of having accessed an external appeal process; and
    • within 28 days of notification of the outcome of any internal grievance or appeal processes provide the Australian Department of Immigration and Citizenship (or any successor department) with evidence of having accessed an external appeals process.

    [1] E(OS) Regulation 1988, Section 8

  • Contacts - External Grievance / Appeal Bodies

    Contacts – External Grievance / Appeal Bodies

    Queensland Ombudsman

    www.ombudsman.qld.gov.au

    1800 068 908 (toll free number within Australia)

    Regarding administrative acts and decisions of the school.  Complaints may be lodged online

    Queensland Civil and Administrative Tribunal

    www.qcat.qld.gov.au

    1300 753 228

    Where a dispute involves student fees, and the total amount is less than $25,000.

    The Anti-Discrimination Commission (Queensland)

    www.adcq.qld.gov.au

    1300 130 670

    Regarding equality of opportunity and unlawful discrimination, for example, owing to disability, gender, religious belief, or family responsibilities.

    Queensland Courts

    www.courts.qld.gov.au
    Students have the right to pursue other legal remedies, including action through the District, Magistrates and Supreme Court

    Federal Court

    www.fedcourt.gov.au

     

    International students may approach the State Authority for CRICOS Registration.  In Queensland this is as follows:

    QLD Department of Education

    International Quality Unit

    www.cricos.deewr.gov.au/Contacts/CRICOSContacts.aspx

    Phone: 07 3225 2442

    Email: CRICOSreg@deta.qld.gov.au

    ACCC

    www.accc.gov.au

    International students have the right to take action under Australia’s consumer protection laws in the case of financial disputes, including through the Australian Competition and Consumer Commission.

  • Contacts - Independent External Mediation Bodies

    Contacts – Independent External Mediation Bodies

    Independent mediation is available through Dispute Resolution Branch, Department of Justice and Attorney-General.  There are six Dispute resolution Centres throughout Queensland.

    Regional Dispute Resolution Centre – South Queensland

    Phone:+61 7 3239 6007 or 1800 017 288 (toll free outside Brisbane)

    Fax:   +61 7 3239 0200

    Email: drc.sq@justice.qld.gov.au

    There is no fee currently for this service but that may change.  Students can take action through normal consumer protection laws in the case of financial disputes.  They may also pursue any other legal channels.

    If a student is concerned about the actions of this school they may approach the State Authority for CRICOS registration.  In QLD this is the Department Of Education.  The Director–General of the Department of Education has the power to suspend and /or cancel the schools registration if a breach of the requirements of registration.

     

    ACPET

    *Concerns can be also be addressed to:

    CEO

    Box Q1076, QVB, PO SYDNEY, NSW 1230

    Phone: 61+2+ 9299 4555

    Email: acpet@acpet.edu.au

    www.acpet.edu.au

     

    QLD Dept of Education

    *Concerns can be also be addressed to:

    The Senior Education Officer

    Office of Non-State Education

    QLD Dept of Education

    PO Box 33

    Brisbane Albert St  QLD  4002

     

    *Complaints must be made in writing.

     

  • Grievance Unrelated to the Course

    Grievance Unrelated to the Course

    Where the grievance is not directly related to the course but is of a personal nature, the student can approach the Student Services Manager and if the Student Services Manager is unable to assist, a local Community Counsellor will be provided for the student.  Where the counselling involves professional fees, payment of these fees will be the responsibility of the student.