10. Complaints & Appeals

ITAGC has a fair and equitable process for dealing with student’s complaints\ appeals. ITAGC team members will be fair, courteous and helpful in all dealings with students. In the event that complaints cannot be resolved internally, we will advise the student of the appropriate body where they can seek further assistance. All stakeholders have access to ITAGC’ Complaints’ and Appeals system. This process is continuously reviewed through the Management Internal Review and Vocational Area Internal Review meeting process.

ITAGC maintains a Complaints & Appeals Register.

ITAGC’s complaints’ procedure is:In the event that a student has a complaint concerning any matter in relation to the training or organisation,there is a process in place to ensure that the complaint can be resolved amicably. Speak directly with theperson concerned to resolve the problem within 7 days. If the student cannot speak to the person concerned,they should direct the matter in writing to the Principal within 21 days.If the complaint is still unresolved, the student will be notified of the outcome in writing within 14 days andadvised of an appeals process and alternative agencies that may assist.Students should also be aware:

1. He / She may nominate a support person to accompany him / her at any stage of the dispute resolutionprocess

2. If the client feels that the complaint has not been properly dealt with by ITAGC, they may wish to take itto an external agency advice. Education Queensland provides a service through District Office where acomplaints officer will handle any complaints received against RTO operations / personnel. There is no feefor use of this service.

3. Nothing in ITAGC's Dispute Resolution Policy negates the right of any student to take action underconsumer protection laws in the case of financial disputes.

4. Nothing in ITAGC's Dispute Resolution Policy negates the right of any student to pursue other legalremedies.

5. If a student is concerned about the actions of ITAGC they may approach Registration Services, TrainingQuality Division, Department of Education, Training and the Arts. Complaints must be made in writing tothe Manager, Registration Services, Training Quality, LMB 527 GPO BRISBANE QLD 4001., Tel: 1300369 935.

6. All records of any complaint will be kept on file.

7. The information provided by the student to the provider may be made available to Commonwealth andState agencies as authorized by law.

ITAGC’s appeals’ procedure is:

The organisation seeks to prevent appeals by ensuring that students are satisfied with their training productand its outcomes. Personnel are expected to be fair, courteous and helpful in all dealings with students.

1. Notify Principal or trainer within 21 days, after receiving complaint outcome or assessment decision, inwriting of an appeal

2. Trainer and/or Principal will provide a written statement of outcome within a further 21 days.

3. Seek reassessment or arbitration by a 3rd party/panel acceptable to all parties to the appeal.If the appeal is still unresolved, the student will be notified in writing within 14 days and advised ofexternal organisations that may be able to assist. Education Queensland provides a service through DistrictOffice where a complaints officer will handle any complaints received against RTO operations/personnel.There is no fee for use of this service.

4. Independent mediation is available through the Dispute Resolution Branch, Department of Justice andAttorney-General. There are six Dispute Resolution Centres throughout Queensland. The Brisbane Centreis located on the 13th Flr, Central Courts Building, 170 North Quay, QLD 4000. Contact details are: Tel:+61 7 3239 6269; Fax: +61 7 3239 6284. Students outside Brisbane may use the Toll Free No: 1800 017288. At present there is no fee for use of this service, but this may change.