This policy outlines Industry Currency's approach to managing complaints and appeals from students, clients, staff and other members of the community. It provides a transparent approach for all complaints and appeals to be addressed in a fair, efficient and confidential manner.

This policy contributes to compliance with:

• Outcome Standard(s): 2.7 (Complaints), 2.8 (Appeals)
• ISO 9001:2015: 10.2 (Nonconformity and Corrective Action)

This policy applies to:

• All complaints received from students, employers, staff and members of the community
• All appeals against decisions made by Industry Currency
• Complaints and appeals relating to third parties delivering services on behalf of Industry Currency

Appeal means a request for a decision made by Industry Currency to be reviewed.

ASQA means Australian Skills Quality Authority, the national VET regulator and the RTO's registering body.

Complainant means a person who makes a formal complaint.

Complaint means a person's formal expression of dissatisfaction with any product or service provided by Industry Currency.

Compliance Standards means the National Vocational Education and Training Regulator (Compliance Standards for Registered Training Organisations) Instrument 2025.

Natural Justice means procedural fairness, including the right to be heard, the right to an unbiased decision-maker, and the right to a decision based on evidence.

Outcome Standards means the National Vocational Education and Training Regulator (Outcome Standards for Registered Training Organisations) Instrument 2025.

RTO means Registered Training Organisation.

Services means training, assessment, related educational and support services and/or activities related to the recruitment of prospective learners.

CEO/Governing Persons

• Ensure complaints and appeals policy is implemented effectively
• Review and decide on complex complaints and appeals
• Approve appointment of independent reviewers where required
• Ensure systemic issues identified through complaints are addressed

Chief Operations Officer

• Receive and acknowledge complaints and appeals
• Investigate complaints and coordinate responses
• Maintain Complaints and Appeals Register
• Ensure timeframes are met
• Report on complaints and appeals to management

Trainers and Assessors

• Direct complaints to appropriate personnel
• Cooperate with complaint investigations
• Maintain confidentiality

Industry Currency responds to all allegations involving the conduct of:

• The RTO, its trainers and assessors and other staff
• Any third-party providing Services on behalf of Industry Currency
• Any student or client of Industry Currency

Complaints may be made in relation to:

• The application and enrolment process
• Marketing information
• The quality of training and assessment provided
• Training and assessment matters, including student progress, student support and assessment requirements
• The way someone has been treated
• The actions of another student

An appeal is a request for a decision made by Industry Currency to be reviewed. Decisions may have been about:

• Course admissions
• Refund assessments
• Response to a complaint
• Assessment outcomes/results
• Other general decisions made by Industry Currency

Industry Currency is committed to providing a procedurally fair complaints and appeals process that is carried out free from bias, following the principles of natural justice. Through this policy and procedure, Industry Currency ensures that complaints and appeals:

• Are responded to in a consistent and transparent manner
• Are responded to promptly, objectively, with sensitivity and confidentiality
• Are able to be made at no cost to the individual
• Are used as an opportunity to identify potential causes of the complaint or appeal and take actions to prevent the issues from recurring as well as identifying any areas for improvement

Industry Currency will inform all persons or parties involved in any allegations made as well as providing them with an opportunity to present their side of the matter.

Important: Nothing in this policy and procedure limits the rights of an individual to act under Australia's Consumer Protection laws and it does not circumscribe an individual's rights to pursue other legal remedies.

Where a student chooses to access this policy and procedure, Industry Currency will maintain the student's enrolment while the complaints/appeals handling process is ongoing.

Complaints and appeals will be finalised as soon as practicable or at least within 30 calendar days unless there is a significant reason for the matter to take longer.

In matters where additional time is needed, the complainant or appellant will be advised in writing of the reasons and will be updated regularly on the progress of the matter until such a time that the matter is resolved.

Industry Currency will maintain a record of all complaints and appeals and their outcomes on the Complaints and Appeals Register, which will be securely stored according to the Privacy Policy and Procedures.

Complaints about a particular incident should be made as soon as possible after the incident occurring and appeals must be made within thirty (30) calendar days of the original decision being made.

Complaints and appeals can be made using the following methods:

• Phone: 03 7038 6973
• Email: hello@industrycurrency.edu.au
• Student services: Submit online

When making a complaint or appeal, provide as much information as possible:

• The issue you are complaining about or the decision you are appealing – describe what happened and how it affected you
• Any evidence you have to support your complaint or appeal
• Details about the steps you have already taken to resolve the issue
• Suggestions about how the matter might be resolved

Your complaint or appeal will be acknowledged in writing via email or post within 7 days of receipt.

• Some or all members of the management team of Industry Currency will be involved in resolving complaints and appeals as outlined in the procedures
• Where a complaint or appeal involves another individual or organisation, they will be given the opportunity to respond to any allegations made
• Where a third-party delivering Services on behalf of the RTO is involved, they will be included in the process of resolving the complaint or appeal
• In the case of an assessment appeal, an assessor who is independent from the original decision will assess the original task again. The outcome of this assessment will be the result granted for the assessment task

Industry Currency acknowledges the need for an appropriate independent party to be appointed to review a matter where this is requested by the complainant or appellant and the internal processes have failed to resolve the matter.

Costs associated with independent parties to review a matter must be covered by the complainant/appellant unless the decision to include an independent party was made by Industry Currency.

Industry Currency may also appoint the independent party to be involved in the resolution of a complaint or appeal where it is deemed necessary.

The independent party recommended by Industry Currency is Resolution Institute however complainants and appellants are able to use their own external party at their own cost.

Industry Currency will provide complete cooperation with the external mediator investigating the complaint/appeal and will be bound by the recommendations arising out of this process.

The CEO will ensure that any recommendations made are implemented within ten (10) calendar days of being notified of the recommendations. The complainant or appellant will also be formally notified in writing of the outcome of the mediation.

Complaints can also be made via the following avenues:

National Training Complaints Hotline

The National Training Complaints Hotline is a national service for consumers to register complaints concerning vocational education and training. The service refers consumers to the appropriate agency/authority/jurisdiction to assist with their complaint.

• Phone: 13 38 73 (Monday–Friday, 8am to 6pm nationally)
• Email: ntch@education.gov.au
• More information: www.dewr.gov.au/national-training-complaints-hotline

Australian Skills Quality Authority (ASQA)

Complainants may also complain to Industry Currency's registering body, Australian Skills Quality Authority (ASQA).

ASQA can investigate complaints about Industry Currency in relation to:

• The quality of our training and assessment
• Our marketing and advertising practices

For students:

• ASQA may not be able to investigate your complaint if you do not include evidence that you have already exhausted our formal internal complaints process as above
• If your complaint does not fall within ASQA's jurisdiction, it may be resolved more quickly if you directly contact the agency responsible

Before making a complaint to ASQA:
www.asqa.gov.au/about-us/how-asqa-uses-feedback/concerns-about-training-providers

This policy and procedure will be published in the Student Handbook and on Industry Currency website.