Complaints & Appeals

1. Policy

The Complaints and Appeals Policy and Procedure enables Triscott to provide a process to hear and action complaints and appeals, including any allegations involving the conduct of:

• Triscott, its trainers, assessors and other staff;
• a third party providing services on the RTO's behalf; its trainers, assessors or other staff; or
• a Triscott student.

Triscott will view all complaints and appeals as an opportunity for improvement. Despite all our efforts to provide satisfactory services, complaints that require formal resolution may occasionally arise. These procedures give stakeholders (including students) an opportunity to have any issues resolved to the satisfaction of all parties. The complaints and appeals process is at no cost to the student or other stakeholders — unless referred to a third party.

2. Procedure

Contact Triscott directly at admin@triscott.edu.au to access the Complaints and Appeals Form, available to all stakeholders (students, potential students or other clients). Information is available on the Triscott website and the Student Handbook.

2.1 General Complaints

Where possible, Triscott encourages complainants to resolve issues informally through advice, discussion or general mediation. Any relevant staff member may be involved in this informal process. Once a complainant makes a formal complaint or appeal, the following procedure applies:

• Any student, potential student or third party may submit a formal complaint with the reasonable expectation that staff will treat it with integrity and privacy. There is no cost for accessing the internal complaints and appeals process.
• Complainants can access advice and support from independent external agencies or persons at any point. Use of external services is at the complainant's cost unless authorised by the CEO.
• Anyone wishing to submit a formal complaint or appeal should complete the Complaints and Appeals Form, stating their case with as much detail as possible. Email admin@triscott.edu.au to request the form.

Formally submitted complaints must include:

• Submission date of the complaint;
• Name of complainant;
• Nature of the complaint;
• Date of the event which led to the complaint;
• Supporting attachments (if applicable).

Once received, staff enter the complaint into the Complaints and Appeals Register, which the CEO monitors regularly. A complainant may seek assistance or be accompanied by a support person throughout the process. The CEO will speak to all relevant parties and aim to resolve the issue within 10 working days. In the unlikely event the complaint is not finalised within 60 calendar days, the CEO will provide reasons for the delay and keep the complainant updated. Once a decision is reached, all parties are informed in writing, and the complainant is notified of their right to appeal.

2.2 Appealing a Decision

All complainants have the right to appeal decisions made by Triscott where they can establish reasonable grounds, including:

• assessments conducted;
• deferral, suspension or cancellation decisions concerning enrolment; or
• any other conclusion made after Triscott has dealt with a complaint in the first instance.

To activate the appeals process, complete a Complaints and Appeals Form including a summary of the grounds for the appeal and why you feel the first decision is unfair. The process for all formally lodged appeals begins within 10 working days of lodgement.

General appeals

• Student Administration updates the Complaints and Appeals Register and notifies the complainant of the option to activate the external appeals process if they are not satisfied with the outcome.
• The complainant notifies Triscott if they wish to proceed with the external appeals process.

Assessment appeals

• A student wishing to appeal an assessment decision should first attempt to resolve it with the Assessor involved.
• If unresolved, complete the Complaints and Appeals Form and email it to Student Administration to be entered into the Register.
• The CEO may arrange a re-assessment by another Assessor, who provides a written report on the outcome.
• If still not satisfied, the student may lodge a formal written appeal and, as directed, be notified of the external appeals option.

2.3 External Appeals & Further Information

Any student still dissatisfied with Triscott's internal decision may seek legal advice or apply to an external dispute resolution body. When a student accesses an external appeals process:

• Triscott maintains the student's enrolment until it is finalised;
• Triscott complies with the findings of the external appeals process;
• where the outcome favours the complainant, Triscott follows the required action as soon as practicable;
• the decision of the independent mediator is final;
• Triscott maintains all related records for a minimum of five years.

If, after Triscott's internal processes are complete, a student still believes Triscott is breaching its legal requirements, they can submit a complaint to the Australian Skills Quality Authority (ASQA) via ASQAConnect.

Complaints and Appeals Policy and Procedure V2026.1 · Triscott Educational Services Pty Ltd · ABN 30 152 551 623 · RTO 6937