ORGANISATIONAL STATEMENT
NECA Education & Careers is committed to creating a culture that views concerns and complaints as an opportunity to improve the organisation.
All concerns, complaints and appeals will be managed ethically and responsibly, and a visible, accessible and fair handling process will be applied.
SCOPE
This procedure applies to apprentices, trainees employed by NECA Education and Careers, students enrolled in or enrolling into a course or qualification or other customers of NECA Education and Careers.
STAGE 1 – CONCERN RESOLUTION PROCEDURE
1.1 Complainant wherever possible is to resolve concerns directly with the person concerned.
1.2 If the complainant has attempted to resolve the issue directly but is not satisfied with the outcome or feels they cannot approach the person(s) concerned directly, then he/she should approach the direct manager of the person/s concerned.
1.3 The direct manager will consider the issue and, following meetings or discussions with the parties concerned, may either suggest a course of action to resolve the issue or attempt to mediate between the complainant and the person(s) concerned.
1.4 The direct manager involved will provide a verbal response summarising the actions taken, or which will be taken to resolve the issue.
1.5 If the complainant is not satisfied with the outcome, a formal complaint can be lodged under the Complaints and Appeals Policy.
1.6 The manager involved will record the concern and response on the NECA Education and Careers Complaints and Appeals Register.
STAGE 2 – LODGING A FORMAL COMPLAINT PROCEDURE
2.1 To commence the formal process, the complainant must lodge a NECA Complaint Form available on request by contacting feedback@necaeducation.com.au, complete the form in detail including all relevant details of their complaint and submit in person through Student Services or via email to feedback@necaeducation.com.au . The following information needs to be provided as part of the complaint
a) Details of the complaint
b) Supporting information that the complainant wishes to be considered
c) An explanation of the steps already taken to try to resolve the complaint informally and why the responses received are not considered satisfactory
d) What the complainant thinks needs to be done to address his/her concerns
2.2 The complaint will be forwarded to the appropriate member of the management team.
2.3 The manager will consider the issue and, following meetings or discussions with the parties concerned, may either suggest a course of action to resolve the issue or attempt to mediate between the complainant and the person(s) concerned.
2.4 The manager involved will provide a written report summarising the actions taken, or which will be taken to resolve the issue. This written report will be provided to the complainant.
2.5 If the complainant is not satisfied with the outcome, a formal appeal can be lodged through the process steps outlined under point 5 – Lodging a grievance or appeal to a third party.
2.6 The manager involved will record the complaint and response on the NECA Education and Careers Complaints and Appeals Register
STAGE 3 – LODGING AN APPEAL PROCEDURE
3.1 Where a complainant is dissatisfied with a decision made by NECA Education and Careers they have 20 working days from the date of response to lodge an appeal to have the case reviewed.
3.2 The complainant should request a NECA Appeal Form by contacting feedback@necaeducation.com.au, then complete Part A of the Form and submit either in person to Student Services, or by email to feedback@necaeducation.com.au
a. The decision or action which is the cause of the Appeal
b. Why the complainant does not agree with the decision or action made
c. What the complainant sees as a solution to their issue concerns
3.3 The appeal will be considered by the CEO (or delegate), and using Part B of the NECA Appeal Form to record their actions, will either;
a. Determine there are insufficient grounds to take further action, thus concluding the consideration of the matter under the appeals procedure.
b. Make recommendations for actions to resolve
c. Arrange for any mediation actions to support resolution and follow to conclusion.
3.4 The complainant will be advised of the decision in writing and the reason for it. 3.5 The CEO (or delegate) will record the appeal and outcome on the NECA Education and Careers Complaints and Appeals Register.
STAGE 4 – LODGING AN ACADEMIC APPEAL PROCEDURE (RTO Only)
4.1 If the complainant is dissatisfied with a decision made for an assessment outcome by NECA Education and Careers they have 20 working days from the date of receiving their assessment outcome to appeal the decision.
4.2 The following information needs to be provided as part of the appeal and made via email to feedback@necaeducation.com.au
a. Full name and contact details
b. Unit of competency code for the outcome they are appealing
c. Why the complainant does not agree with the outcome
4.3 The appeal will be reviewed by the Snr Manager Training Operations who will:
a. If necessary, allocate an independent trainer to review the assessment task/s which are the subject of the appeal.
b. Provide the complainant in writing with the outcome of the review and the feedback provided by the trainer.
4.4 The Snr. Manager Training Operations will record the appeal and outcome on the NECA Education and Careers Complaints and Appeals Register.
STAGE 5 – LODGING AN APPEAL TO A THIRD PARTY
5.1 If the complainant is dissatisfied with a decision made by NECA Education and Careers they have the right to escalate the complaint to any of the following parties;
a. The National Training Complaints Hotline on 13 38 73
b. Lodging a complaint electronically to the National Training Complaints Hotline by accessing their form at https://www.dese.gov.au/national-training-complaints-hotline
c. A Mediation Adviser as approved by the Law Institute of Victoria
d. The Dispute Settlement Centre of Victoria (DSCV) via the website https://www.disputes.vic.gov.au/
e. The Fair Work Commission (GTO employees only) https://www.fairwork.gov.au/
f. The Victorian Registration & Qualification Authority (Victorian GTO apprentices/trainees) by calling 1300 722 603 or emailing vrqa.apprenticeships@education.vic.gov.au
g. Skills Tasmania (GTO employees only) https://www.skills.tas.gov.au/home or by calling (03) 6165 6055, and you will receive further advice.