Complaints and Appeals
SRTA Life & Rescue is committed to providing a fair and transparent complaint handling process. What is a complaint?
A complaint is generally negative feedback about services or people which has not been resolved locally. Who does this policy apply to?
This policy applies to and may involve issues concerning the conduct of:
- SRTA Life & Rescue as an organisation, its trainers, assessors or other staff;
- Third party’s services provided on the behalf of SRTA Life & Rescue, its trainers, assessors or other staff; or
- a learner of SRTA Life & Rescue.
This is an important point to note in understanding that this policy has a broad application and is not simply relevant to complaints that may be made by learners. A complaint may be made by an employer about SRTA Life & Rescue or by the trainer about the conduct of the learner. Throughout this policy we refer to the person making a complaint as simply the complainant.
SRTA Life & Rescue is committed to providing a fair and transparent appeals handling process. What is an appeal?
An appeal is an application by a learner for reconsideration of an unfavourable decision or finding during their time with SRTA Life & Rescue. An appeal must be made in writing and specify the particulars of the decision or finding in dispute. Appeals must be lodged within twenty eight (28) working days
of the decision or finding is informed to the learner. It is important to note that a learner may appeal any decision made by SRTA Life & Rescue or a third party providing services on SRTA Life & Rescue behalf. Contrary to the popular belief that appeal relates only to assessment decisions, appeals can relate to administrative decisions that SRTA Life & Rescue may make. Examples of this include an appeal of a decision to deny a refund or to deny an application for credit transfer. As the process for handling and assessment appeal compared with an appeal of an administrative decision is slightly different, this difference has been catered for within this policy with adjusted processes for both situations.