Complaints and Appeals

Informal Process
Any student with a question or complaint may raise the matter with the Training Manager of Web tech Plus or the Training Coordinator of the Asthma Foundation of Victoria (AFV) and attempt an informal resolution of the question or complaint.

Questions or complaints dealt with in this way do not become part of the formal complaint process and will not be documented, recorded or reported on unless the AFV staff member involved determines that the issue question or complaint was relevant to the wider operation of the Asthma Foundation of Victoria as a Registered Training Organisation.
Students who are not satisfied with the outcome of the question or complaint are encouraged to register a formal complaint.

Formal Complaints
Students who are not satisfied with the outcome of the informal process, or who want to register a formal complaint may do so. To register a formal complaint a student must complete the student complaint form and contact the WTP Training Manager and or AFV Training Coordinator to arrange a meeting. At this meeting the complaint can be raised and a resolution attempted. At the time of the meeting the complaint must be recorded in writing and signed and dated by the complainant and the WTP Training Manager and or AFV Training Coordinator. The complaint is recorded in writing by completing the student complaint form prior to the meeting or a new document can be prepared and signed during the meeting.

The WTP training Manager and or AFV Training Coordinator will then attempt to resolve the complaint with the student and any other parties who may be involved. A maximum time of two weeks will be allowed for the resolution unless all parties agree in writing to extend this time. This period is called the resolution phase.

At the end of the resolution phase (two weeks or such other time as agreed to by all parties in writing) the Training Coordinator will report the AFV's decision to the student. The decision and reasons for the decision will be documented by the Training Coordinator and placed in the students file.
Following the resolution phase the AFV must implement the decision as conveyed to the student.
Any systemic issues identified as a result of the complaint will be fed into the AFV's continuous improvement system via a report to the Management Meeting.
If a student is dissatisfied with the outcome of the formal complaint process then they may institute an appeals process by completing the appeals form.

Appeals
Appeals may arise from a number of sources including appeals against assessment, appeals against discipline actions and appeals against decisions arising from complaints. The essential nature of an appeal is that it is a request by a student to reconsider a decision made by the Asthma Foundation of Victoria as a registered training organisation
The appeals process is initiated by a student completing the student appeals form.
After a student makes an appeal, the Asthma Foundation of Victoria will appoint an independent person or body to hear the appeal and propose a final resolution.
Students appealing an assessment or RPL outcome will be given the opportunity for reassessment by a different assessor selected by AFV. Costs of reassessment will be met by AFV. The recorded outcome of the assessment appeal will be the most favourable result for the student from either the original assessment or the reassessment.

(Asthma Foundation Victoria ) Complaints and Feedback Form
(Web Tech Plus) complaints and feedback form.