Training Accreditation Council (TAC) Complaints Handling Policy

The Training Accreditation Council (the Council) 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 the Council’s own processes.

To this end, the Council has established a Complaints Handling Process, which will be applied in the investigation of complaints that it receives. The process reflects the principles of natural justice and procedural fairness, and also reflects the Council's philosophy that the resolution/handling of complaints is a positive opportunity to improve systems and processes.

If a complaint is made to the Council, you can expect to:

• have complaints treated as genuine and properly investigated (Note: the level and scope of any enquiry/investigation into a complaint lodged may be limited by the detail and specific information provided. Anonymous complaints will be acted upon at the discretion of the Executive Officer, Training Accreditation Council);
• be given appropriate and easily understood information regarding the complaints process; and
• have complaints dealt with fairly, promptly, impartially, confidentially and in a timely manner.

The Training Accreditation Council Secretariat (TAC Secretariat) on behalf of the Council will:

• provide sufficient resources to ensure complaints are adequately managed and investigated;
• make the complainant aware of the progress of all complaints lodged;
• do its best to assist in resolving the complaint, within the bounds of legislative and policy requirements; and
• monitor complaints and evaluate their management so as to reduce the occurrence of systemic and recurring problems.

The TAC Complaints Handling Policy has been developed based upon the:

• AQTF Standards for State and Territory Registering Bodies;
• AQTF Standards for State and Territory Accrediting Bodies;
• AQTF National Guideline for Responding to Complaints about Vocational Education and Training Quality;
• National Complaints Code: National Code of Good Practice for Responding to Complaints about Quality; and
• Standards Australia - Australian Standard Complaints Handling AS 4269 – 1995 (Superseded by: AS ISO 10002-2006)

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

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)

TAC Secretariat  VET Regulation Branch within the Department of Education Services provides secretariat support to 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 the registration of training providers and accreditation of courses and teh cancellation of qualifications. The Council 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.

All complaints are treated confidetially. Where the complainant requests not to be identified privacy will be maintained. However, in particular circumstances this may limit or restrict an investigatin to address issues raised in the complaint.

Resolution of a complaint is subject to the RTO’s compliance with the AQTF Essential Conditions and Standards for Registration. 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 cancel the registration of 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 the Council 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.

The TAC Secretariat will clearly define the limits of the Council’s jurisdiction with complainants and set realistic expectations for resolution. As a result of the Council’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 the Council, 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. Please note that 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 the Council’s registration function).

For information on complaints against Registered Training Organisations (RTOs), refer to:

Part A - TAC Complaints Handling Process
Complaints Against RTOs.

Complaint Lodgement Form

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 complaints arise in relation to the Council’s conduct of its business and services, mechanisms have been established to ensure that appeals or complaints 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 processes that will apply to the following categories of complaint:

• Appeals against decisions of the Training Accreditation Council
• Complaints against the Training Accreditation Council processes or services
• Complaints against Members of the Council or the Training Accreditation Council Secretariat (TAC Secretariat)

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 TAC Secretariat on (08) 9441 1910 and you will be advised of the most appropriate avenue to pursue your grievance.

All complaints received against the Council and the TAC Secretariat will be dealt with promptly and any investigations will be undertaken in line with the Ombudsman's Guidelines for Conducting Administrative Investigations. The Council considers that feedback on its processes is a valuable component of its system of continuous improvement, and all complaints submitted to the Council 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, refer to:

Part B - TAC Complaints Handling Process
Appeals against TAC decisions, Complaints against TAC Processes and Services, and Complaints against individual officers.

The TAC Complaints Handling Guidelines and associated processes will be formally reviewed every 2 years (24 months). As part of the formal review of complaints the Executive Officer of TAC, on behalf of the Council, will consider the following:
- continuing suitability, adequacy and effectiveness of the Guidelines and Process.
- opportunities for improvement and the need for changes to the Guidelines and Process.
- evaluating potential changes to the Guidelines and Process.