Smart & Skilled

Complaints Process & Appeals

Complaint Procedure

A student has the right to make a complaint at any time he/she is not satisfied with the quality of service provided by MTC Australia. We have a formal Complaints Policy and Procedures P 043 RTO Complaints and Appeals and ET SOP 013 Complaints and Appeals defining our approach to resolving any complaint raised by our students and other customers.

A complaint can be about:

  • course and enrolment advice and any other information provided to the student
  • training (classes, lessons, materials)
  • assessment results (also see Assessment Appeals Procedure)
  • Certificates and/or Statements of Attainment
  • how the Trainer and/or other participants treat the student
  • handling of student’s personal (including sensitive) information
  • Work Health and Safety or
  • access and equity
MTC Australia will record and investigate all complaints made in writing and provide the student with a written response on the outcome. We will endeavour to respond to all complaints within 30 working days. All complaints made are taken seriously and are handled in a professional and confidential manner.

Remember, it is against the law for anyone to victimise you for making a complaint.

Please click here to view our Complaints Process flowchart.
If you are satisfied with the result at any stage of the process, the complaint will end and you do not have to do anything else.
 
You can also download the Complaint Form online.

Assessment Appeals Procedure

Upon completion of your assessments, your Trainer/Assessor will inform you of the assessment outcome and provide you with feedback on your performance. You have the right to appeal an assessment decision if you feel that it was wrong or unfair. In such instances, you can lodge an appeal in writing within ten (10) days of receiving your result. We will endeavour to have the work re-marked by a different trainer within 2 weeks of the appeal application.

We take all assessment appeals seriously and handle them in a timely, professional and confidential manner. For more information about our assessment appeals process, please click here to view our appeals process flowchart. 
You can also download the Assessment Appeals Form online.