Asthma Australia has a complaints policy to manage and respond to allegations involving the conduct of:
- the RTO, its trainers, assessors or other staff
- a third party providing services on the RTO’s behalf, its trainers, assessors or other staff
- a learner of the RTO.
A complaint may be received by Asthma Australia in any form and does not need to be formally documented by the complainant to be acted upon. Complaints may be made by any person but are generally made by students and/or employers.
If the complainant chooses to submit their complaint in writing, this can be completed via one of the following methods:
- —Email to Asthma Australia Training Manager – email@example.com
- —Post Attention to the Training Manager – Asthma Australia, 15-21 Dudley Street, West Melbourne Victoria 3030
Asthma Australia is required to respond to complaints or appeals within 60 days. Where the RTO considers more than 60 calendar days are required to process and finalise the complaint or appeal, the RTO:
- informs the complainant or appellant in writing, including reasons why more than 60 calendar days are required
- regularly updates the complainant or appellant on the progress of the matter.
Asthma Australia has a complaints and appeals policy which ensures that:
- the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process
- is publicly available
- complaints and requests for an appeal are acknowledged in writing and finalised as soon as practicable within the guidelines above
- there is a review by an appropriate party independent of the RTO and the complainant or appellant, at the request of the individual making the complaint or appeal, if the processes fail to resolve the complaint or appeal.
Students who are not satisfied with the process applied by Asthma Australia may refer their grievance to the following external agencies:
- —In relation to consumer protection issues, these may be referred to the Office of Fair Trading.
- —In relation to the delivery of training and assessment services, these may be referred to the National Training Complaints Service via the following phone number: 13 38 73. Complaints may also be lodged directly with the National VET Regulator the Australian Skills Quality Authority via their website at the following link: