Complaints and appeals Policy and Procedure

Table of Contents

Scope
Policy
Records
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Scope #

The purpose of this document is to outline Lexis Training’s Complaints and Appeals Policy and Procedure for all academic and non-academic matters and applies to all students.
Lexis Training is committed to ensuring its complaints and appeals processes are freely accessible and managed in a fair and transparent manner. All complaints and appeals received by LT will be seen as an opportunity for improvement.

Policy #

Lexis Training must ensure that:

All disputes, complaints and appeals are handled professionally, equitably and confidentially and in a timely manner, with a view to achieving satisfactory resolution;
All parties will have a clear understanding of the steps involved in the Complaints and Appeals procedure, prior to and during the time of the procedure;
Prospective students are provided with a copy of the Complaints and Appeals Policy and
Procedure document before making a contract to enrol, and again at course commencement; this policy and procedure is also in the Student Handbook.

Students are encouraged, wherever possible, to resolve concerns or difficulties directly with the person(s) concerned. All staff are available to assist students to resolve their issues at this level. At all stages of the process, discussions relating to complaints, grievances and appeals will be recorded in writing.
Despite all efforts of the RTO to provide satisfactory services to its participants, complaints may occasionally arise that require formal resolution. The following procedures provide participants the opportunity to have any issues relating to a substantiated complaint or appeal resolved to the satisfaction of all parties.

Records #

All records of conversation and supportive documents will be saved in the student’s folder on the Student Management System and in the shared drive. All complaints and appeals are registered in the Complaint and Appeal Registry.