Making Complaints and Appeals
River Murray Training is committed to providing a fair and inexpensive complaints and appeals process that includes access to an independent external body if necessary.
What is a Complaint?
A complaint is negative feedback about services or staff which has not been resolved locally. A complaint may be received by River Murray Training in any form and does not need to be formally documented by the complainant in order to be acted on. Complaints may be made by any person but are generally made by students and/or employers.
Lodging a Complaint
To lodge a complaint, a formal or informal approach will initially need to be made by the student (or a nominated representative chosen by the student) to the Managing Director River Murray Training. The student needs to contact River Murray Training Business Manager or Managing Director to commence with a formal process.
What is an appeal?
An appeal is an application by a student for reconsideration of an unfavourable decision or finding during training and/ or assessment.
Lodging an Appeal
In the event of a client wishing to lodge an appeal, a formal or informal approach will initially need to be made by the student (or a nominated representative chosen by the student) to the assessor.
The student needs to contact River Murray Training Office to commence with the appeal.
All appeals must be lodged within 14 days of the date of the assessment result notification.
Appeal outcomes may include:
- Appeal is upheld; in this event the original assessment shall be re-appraised or a new assessment shall be conducted
- Appeal is rejected; in this event the original assessment shall stand
Early Resolution of Complaints and Appeals
In all cases, issues that arise during training and assessment that are the source of frustration or are in dispute should be resolved at the time they occur between the persons involved.