Complaints & Appeals

At IMPACT Community Services, we are committed to providing a learning environment where all students are treated with respect, dignity, fairness and professionalism. We recognise that concerns may arise from time to time and encourage students to raise issues so they can be addressed promptly and appropriately.

Your Right to Raise a Concern

Students have the right to:

• Be treated fairly and ethically
• Be treated with respect and dignity
• Access a complaints and appeals process
• Have concerns considered in accordance with the principles of natural justice
• Raise a concern without fear of victimisation or disadvantage

Complaints

A complaint is an expression of dissatisfaction about any aspect of your training experience. This may relate to:

• Training and assessment services
• Student support services
• Administrative processes
• The conduct of staff, trainers or assessors
• Bullying, harassment or discrimination
• Vocational placement arrangements
• Access and equity matters

Where possible, concerns should be raised as early as possible so they can be resolved quickly and informally through discussion and conciliation.

Appeals

Students have the right to appeal decisions made by IMPACT Community Services, including:

• Assessment outcomes
• Administrative decisions
• Decisions made by trainers, assessors or staff
• Decisions involving third-party providers

All appeals are reviewed fairly, objectively and consistently.

How We Manage Complaints and Appeals

IMPACT Community Services aims to:

• Resolve issues respectfully and professionally
• Handle matters confidentially
• Seek informal resolution wherever possible
• Ensure all parties have the opportunity to be heard
• Achieve timely and fair outcomes
• Use mediation, advocacy or independent review where appropriate

If a matter cannot be resolved internally, an independent person or organisation may be engaged to assist with the resolution process.

Confidentiality and Fairness

All complaints and appeals are handled confidentially and with sensitivity. Every effort is made to ensure all parties are treated fairly, respectfully and without bias throughout the process.

Need Support?

Students may seek assistance from a trainer, assessor, the Training Services team or a support person throughout the complaints and appeals process.

Phone: (07) 4153 4233
Email: training@impact.org.au

For detailed information, please refer to the IMPACT Community Services Complaints and Appeals Policy and Procedure.