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Complaints Handling PolicyHome |
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Training Accreditation Council (TAC) Complaints Handling PolicyThe Training Accreditation Council (TAC) is committed to ensuring that the community can be confident that registration with the Council assures the delivery of quality training products and services, and that there is similar confidence in TAC's own processes. If a complaint is made to the Council, you can expect to:
The Office of the Training Accreditation Council (on behalf of the Council) will:
The TAC Complaints Handling Policy has been developed based upon the:
The following definitions, acronyms and abbreviations will apply to this Policy and associated processes: AQF Australian Qualifications Framework AQTF Australian Quality Training Framework Complaint any expression of dissatisfaction with regard to a product or service that requires action or response Complainant A person or organisation expressing their dissatisfaction OTAC Office of the Training Accreditation Council RTO Registered Training Organisation is an organisation registered by a State and/or Territory recognition authority in accordance with the AQTF, within a defined scope of registration TAC Training Accreditation Council (the 'Council') VET Vocational Education and Training VET Consumers Students and/or clients of RTOs The TAC Complaints Handling Policy comprises of two important yet separate processes: Part A - Complaints Against Registered Training Organisations (RTOs); and Part B - Appeals against TAC decisions, Complaints against TAC Processes and Services, and Complaints against Individual Officers. PART A - COMPLAINTS AGAINST REGISTERED TRAINING ORGANISATIONS (RTOs) The Training Accreditation Council is responsible under the Vocational Education and Training Act 1996 , for making decisions regarding registration and de-registration of training providers; accreditation of courses and recognition of skills and qualification obtained by individuals. TAC registers and de-registers training organisations (RTOs) in Western Australia on the basis of a national quality system framework known as the Australian Quality Training Framework (AQTF). The Council's role is that of a regulator rather than a mediator/arbitrator and as a result it can only investigate complaints about RTOs that relate to compliance with the registration requirements under the AQTF. Resolution of a complaint is subject to the RTOs compliance with the AQTF Standards for RTOs. It is important to note that if an RTO's responses or the outcomes to an investigation are considered by the Council to be unsatisfactory, the Council only exercises limited powers, the most severe of which is to de-register the RTO. The complaints handling process is seen as a positive opportunity for training organisations to improve their systems and processes, and as such RTOs are provided with an opportunity to address any identified non-compliances impacting on their registration with TAC and meeting the AQTF standards. As a result of this process training organisations are allocated a specified timeframe to address all AQTF related non-compliances. In the majority of cases the action taken by the RTO will prove sufficient in ensuring compliance with the AQTF standards. It should be noted that the De-registration process is only enacted as a result of RTOs failing to address identified non-compliances with the AQTF standards, within the specified timeframe (as determined by the Council). The Office of the Training Accreditation Council will clearly define the limits of TACs jurisdiction with complainants and set realistic expectations for resolution. As a result of TAC's limited jurisdiction it is possible that a complaint may not be resolved to the satisfaction of a complainant, with a suitable remedy achieved. If the complaint does not fall within the jurisdiction of TAC, complainants will be referred to a relevant authority, if appropriate. For overseas students studying in Australia , the provisions of the Education Services for Overseas Students (ESOS) Act and related State/Territory legislation apply. All complaints will be dealt with in a timely manner. Where possible, complaints will be finalised within 30 working days. Advice on the outcome of a complaint will be issued in writing, however, please note the Council does not release detailed information or provide copies of its investigation and/or audit findings to third parties, including complainants (an AQTF audit is conducted only for the exercise of TAC's registration and de-registration function). For information on complaints against Registered Training Organisations (RTOs), see PART B - APPEALS AGAINST TAC DECISIONS, COMPLAINTS AGAINST TAC PROCESSES AND SERVICES AND COMPLAINTS AGAINST INDIVIDUAL OFFICERS The Training Accreditation Council (the Council) endeavours to provide fair, reliable and timely service to its clients. Should any complaint arise in relation to the Councils conduct of its business and services, mechanisms have been established to ensure that appeals or complaint are handled in a timely manner and that the principles of natural justice are applied. Part B of the TAC Complaints Handling Policy outlines the avenues that are available and the procedures that will apply to the following categories of complaint against the operations of TAC:
The nature of your complaint will determine the area that will handle your complaint and who you should contact in the first instance. If you are unsure of the category your complaint falls into, contact the Office of the Training Accreditation Council on (08) 9441 1918 and you will be advised of the most appropriate avenue to pursue your grievance. All complaints received against the TAC and Office of TAC will be dealt with promptly and any investigations will be undertaken in line with the Ombudsman's Guidelines for Conducting Administrative Investigations. TAC considers that feedback on its processes is a valuable component of its system of continuous improvement, all complaints submitted to TAC will be reviewed to identify opportunities for improvement. When any deficiency in the registration or course accreditation process is identified, appropriate corrective action will be taken and measures to prevent future deficiencies of that kind will be implemented. For information on Appeals against TAC decisions, Complaints against TAC Processes and Services, and Complaints against Individual Officers , see The Training Accreditation Council's Complaints Handling Policy and associated processes will be reviewed every 2 years (24 months). The Council is committed to improving its processes and services and will review the data collected and outcomes of complaints to identify systemic issues with respect to the operation of the Complaints Handling Policy and process. VET consumers with complaints may also contact:
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