COMPLAINTS  AND APPEALS PROCEDURE

A complaint can be made to the RTO regarding the conduct of:

• QCM, its trainers, assessors or other staff
• students of the RTO
• any third parties providing services to a student or on behalf of the student.

Policy Statement

1. Any staff member can receive a complaint, and where possible resolve immediately.
2. All complaints are heard and resolved within 10 calendar days of
3. If QCM considers that more than 10 calendar days are required to process and finalise the complaint, the complainant will be informed of the reasons for the extended time frame in writing and will be regularly updated on the progress of the

Internal Stage of Procedures

1. On receipt of a verbal complaint:

(a) resolve the issue if possible, documenting the issue, its cause, actions taken, and decisions made in the secure Complaints Register,

(b) if the issue cannot be promptly and simply resolved, advise that an appropriate staff member will deal with the issue, but a written record of the complaint is required.

2. To put a complaint in writing, advise the complainant that:

(a) they may use the support of a third party in progressing the complaint,

(b) they can either put the complaint in writing themselves using the form provided by QCM, or they can be assisted to write the complaint, ensuring the signature of third party.

(c) signature of complainant and date is required on the form.

3. On receipt of a written complaint:

(a)   if the complaint is not in relation to the Director-

forward it to the Director

enter it into the secure Complaints Register.

(b)    if the complaint is in relation to the Director-

forward it to the CEO

enter it into a separate secure Complaints Register, which is kept separate from the main Register.

(c)    send a prompt written acknowledgement to the complainant.

(d)   provide a written notice of a decision, including the reason for the decision and the process for appealing the decision.

All formal complaints will be heard and decided within 10 working days of the receipt of the written complaint and the decision communicated to all parties in writing within 5 working days of the decision. All recommendations will be implemented. All records of findings are available to the complainant only.

Formal appeal procedure

A person dissatisfied with the outcome of the complaint procedure may initiate a ‘formal appeal’ where an independent person or body independent of and external to QCM, with appropriate expertise will be appointed to hear the appeal. The person or body will:

• have no personal or professional interest in the outcome of the complaint,
• have no influence on QCM’s policy development or organisational structure,
• be financially and administratively independent of QCM.

The appellant will be provided with a written notice of the appeal decision including the reasons for the decision and advice about how to have the decision reviewed.

External Stage of Procedures

The external stage of the procedure is available to an appellant seeking a review of the appeal decision. Each party to a review may be accompanied or assisted by another person.

An independent person or body independent of and external to QCM, with appropriate expertise will be appointed to hear the external appeal. The person or body will:

• have no personal or professional interest in the outcome of the appeal,
• have no influence on QCM’s policy development or organisational structure,
• be financially and administratively independent of QCM.

Written notice of the decision on review will be given to each party, with notice to include the reasons for the decision.

The VET Student Loans Ombudsman will act as the external dispute resolution body to conduct investigations and make recommendations in relation to VET loan assistance provided to Diploma of Music students, and compliance by VET providers with the Act, and any legislative requirements. The Ombudsman will report on its investigations and recommend providers and others take action, or stop certain behaviour, to address identified problems and provide redress to affected students. All recommendations will be implemented by QCM.

APPEALS PROCEDURE

QCM Appeals Policy and Procedures ensures that appellants are afforded procedural fairness, reasonable timeframes and avenues for an independent review of the decision.

• Any staff member can receive an Appeal, and where possible resolve immediately.
• All Appeals are heard and resolved within 10 calendar days of
• If QCM considers that more than 10 calendar days are required to process and finalise the appeal, the appellant will be informed of the reasons for the extended time frame in writing and will be regularly updated on the progress of the

Internal Stage of Procedures

1. On receipt of a verbal appeal:

(a) resolve the issue if possible, documenting the issue, its cause, actions taken, and decisions made in the secure Appeals Register,

(b) if the issue cannot be promptly and simply resolved, advise that an appropriate staff member will deal with the issue, but a written record of the appeal is required.

2. To put an appeal in writing, advise the appellant that:

(a) they may use the support of a third party in progressing the appeal,

(b) they can either put the appeal in writing themselves using the form provided by QCM, or they can be assisted to write the appeal, ensuring the signature of third party.

(c) signature of appellant and date is required on the form.

3. On receipt of a written appeal:

(a)   if the appeal is not in relation to the Director-

forward it to the Director

enter it into the secure Appeals Register.

(b)    if the appeal is in relation to the Director-

forward it to the CEO

enter it into a separate secure Appeals Register, which is kept separate from the main Register.

(c)    send a prompt written acknowledgement to the appellant.

(d)   provide a written notice of a decision, including the reason for the decision

and the process for appealing the decision.

All formal appeals will be heard and decided within 10 working days of the receipt of the written appeal and the decision communicated to all parties in writing within 5 working days of the decision. All recommendations will be implemented. All records of findings are available to the appellant only.

Formal appeal procedure

A person dissatisfied with the outcome of the Appeal procedure may initiate a ‘formal appeal’ where an independent person or body independent of and external to QCM, with appropriate expertise will be appointed to hear the appeal. The person or body will:

• have no personal or professional interest in the outcome of the appeal,
• have no influence on QCM’s policy development or organisational structure,
• be financially and administratively independent of QCM.

The appellant will be provided with a written notice of the appeal decision including the reasons for the decision and advice about how to have the decision reviewed.