COMPLAINTS AND APPEALS POLICY

Appeal is a request to review a decision made by VIA, including assessment outcomes or complaints resolution.

Complaint is an expression of dissatisfaction with any aspect of VIA’s services, staff, trainers/assessors, third parties, or operations.

1. Informal Resolution

Try to resolve the issue directly with the person involved.

• If resolved = No further action needed.
• If not resolved = Proceed to formal complaint.

2. Formal Complaint or Appeal

Submit the Complaints and Appeals Form (available at reception or by email).

• Attach any supporting evidence.
• Submit to the Student Services Coordinator (for non-academic matters) or the Training Coordinator (academic matters).

3. Acknowledgement

• You will receive a written acknowledgment within 3 working days of its lodgment.
• Your complaint/appeal is recorded and sent to a manager for investigation.

4. Investigation & Outcome

The manager:

• Commences investigation within 10 working days of it being made
• Reviews evidence and interviews involved parties.
• Reaches a decision within 20 working days of acknowledging the complaint (or longer for complex cases) and prepares an Outcome Report or provides the outcome via email

You will receive:

• Outcome report (or email) within 2 working days of the decision.
• Information about your right to an external review if not satisfied.

5. External Review (if not satisfied with the internal resolution)

You may contact:

• Domestic students: National Training Complaints Hotline (13 38 73 – https://www.dewr.gov.au/national-training-complaints-hotline)
• Overseas students: Overseas Students Ombudsman (1300 362 072 – https://www.ombudsman.gov.au/complaints/international-student-complaints)

VIA will cooperate fully with the external review process.