COMPLAINTS POLICY |
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North Coast Training Company is committed to providing accessible, fair, transparent and timely complaints and appeals processes that protect students from reprisal or victimisation.
Your rights:
Complaints and appeals process:
Step 1 – Informal resolution
Discuss your concern directly with the person involved. Many issues resolve quickly at this stage.
Step 2 – Escalate to trainer
If unresolved, speak to your trainer within 7 days. If still not satisfied, submit a written complaint including:
Your written complaint triggers formal investigation and response.
Step 4 – CEO/management review (within 7 days)
If unsatisfied, escalate to CEO who will personally review or appoint a senior manager. Process starts within 48 hours of receipt.
Step 5 – Independent external mediation (within 14 days)
If still unresolved, we arrange an independent mediator. Both parties formally present their case.
Step 6 – Written outcome
All parties receive written decision with reasons within 14 days of Step 5.
Step 7 – External escalation
If still dissatisfied please contact NSW Vocational Education & Training Ombudsman or ASQA www.asqa.gov.au
Confidentiality: All stages maintain privacy for all parties. Records securely archived for quality improvement and regulatory compliance.
To lodge a complaint: Email [email protected], fill out the complaints form at the top of the page or speak to the
Training Manager 02 6686 5330.
Your rights:
- Raise any concern or complaint without fear of prejudice
- Present your case verbally or in writing
- Receive a prompt, confidential response
- Appeal any decision you disagree with
- Access independent external resolution if needed
Complaints and appeals process:
Step 1 – Informal resolution
Discuss your concern directly with the person involved. Many issues resolve quickly at this stage.
Step 2 – Escalate to trainer
If unresolved, speak to your trainer within 7 days. If still not satisfied, submit a written complaint including:
- Description of the issue
- Steps already taken
- Desired resolution
Your written complaint triggers formal investigation and response.
Step 4 – CEO/management review (within 7 days)
If unsatisfied, escalate to CEO who will personally review or appoint a senior manager. Process starts within 48 hours of receipt.
Step 5 – Independent external mediation (within 14 days)
If still unresolved, we arrange an independent mediator. Both parties formally present their case.
Step 6 – Written outcome
All parties receive written decision with reasons within 14 days of Step 5.
Step 7 – External escalation
If still dissatisfied please contact NSW Vocational Education & Training Ombudsman or ASQA www.asqa.gov.au
Confidentiality: All stages maintain privacy for all parties. Records securely archived for quality improvement and regulatory compliance.
To lodge a complaint: Email [email protected], fill out the complaints form at the top of the page or speak to the
Training Manager 02 6686 5330.
