chp complaints and appreals policy and procedures word - chp complaints and appreals policy and...

Contents

ComplaintsandAppealsPolicyandProcedureCHPSchoolofHospitalityiscommittedto:

• Arequestforareviewofdecisionsandrespondtoallegationsinvolving:o Ouracademic,administrationormanagementstaff;o Ourservicesorathirdpartyprovidingservicesonourbehalf;and/oro AnCHPSchoolofHospitalitystudent

• Reassuringstudentsthatanydisputesorgrievanceswillbetakenseriously,handledprofessionallyandconfidentiallyinordertoachieveaspeedyresolution;

• Ensuringthatstudentshaveaclearunderstandingofthestepsinvolved;• Informingourstudentsoftheirrighttotaketheircomplainttoanarbiteriftheywish

todoso;• Providingstudentswithcontactdetailsofpublicand/orindependentarbiter;and• InformingourstaffoftheComplaintsandAppealsPolicyandProcedurestoassistthe

studentswiththeirconcerns.ImprovementOpportunityAnycomplaintoutcomesshallbediscussedatthenextmanagementmeetingtoseeifthereisaneedtoidentifypotentialcausesofcomplaintsandappealsandtheappropriatecorrectiveactiontoeliminateormitigatethelikelihoodofreoccurrenceandifthereisaneedfor:

• Updatinganypolicyorprocedure;• Purchasingnewequipmentorservices;• Providingprofessionaldevelopmenttostaff;• Updatingtherecordkeepingprocedures;and• Otherareasofimprovement.

CHPSchoolofHospitality’sComplianceManagerwillrecordandfileanycomplaints,appealsandtheapplicationofanyimprovements.InformingthestudentWepublishourcomplaintandappealpolicyandproceduresinourstudenthandbooks.Thesehandbooksareavailableonourwebsite.

CHPSchoolofHospitality|ComplaintsandAppealsPolicyandProcedures|V2.0|Jan20171

ComplaintsandAppealsFlowchartAdditionalCharges

TrainingAssessment

Re-assessment

Talkto

Trainer/Assessor

AcademicConcerns

Resolved

√

Yes

No

Resolved

Non-Academic

HarassmentDiscrimination

UnprofessionalConductFinancial

Talkto

AdministrationOfficer

RTOManager

CompleteComplaints&AppealForm

Resolved Yes √

NoRTOManagerwill

appointanindependentarbiter


ComplaintsandAppealsProcedure

1. Collectinginformation• Students,prospectivestudents,staffand/orthirdpartiesareencouragedto

communicatetheirconcerns.• Verbalconcernsorcommentsshouldberecorded.Staffshouldencourage

thestudenttolodgeaformalcomplaintbycompletingCHPSchoolofHospitality‘ComplaintsandAppealform’.However,studentshavetherighttostayanonymousiftheyareonlymakingacomment.Forexamples,acommentiswhereastudentmayraiseaverbalissuesuchasbadsmelloracoldclassroombuttheymaynotwishtomakeaformalcomplaint.Staffshallrecordtheirconcernandraiseitinthenextmanagementmeetingwithoutmentioningthestudents’nameunlessthestudenthasgivenconsent.

• Acopyofcompletedformshallbereturnedtotheindividualwhocompletedtheformaspartoftheacknowledgementprocess.

• Staffreceivingthecomplaintsorappealshouldtreatthecomplaintwithintegrityandprivacy.

• Thereisnocostforthecomplaintsandappealsprocessunlessitisreferredtoathirdparty.

• Studentswillbeadvisedthattheycanhaveafriend/supportpersonwiththematanytimeduringanyintervieworwhentheypresenttheircase.

2. Processingtheinformation• AcademicappealswillbereviewedbytheComplianceManagerforcorrective

andpreventativeactionsaswellasforcontinuousimprovement.• Non-academiccomplaintsarereviewedbytheRTOManagerforcorrective

andpreventativeactionsaswellasforcontinuousimprovement.• AcomplaintcanbedirectedtoCEOimmediatelyifthereisaconflictof

interestorthecomplaintisrelatedtoamanager’sconduct.3. Furtherinvestigation

• Thecomplaintwillbeinvestigatedbytheappropriatestaffmember.Theymayberequiredtoarrangetwoseparateinterviewswiththepersonmakingthecomplaintandthepersonthecomplaintisabout.

• Staffshallrespecttherightsofourstudents,staffandotherswheninvitingthestudentsandtheirfriend/supportpersontopreparetheirevidenceandtorespondtoargumentspresentedbytheoppositeside.

• Theinvestigationofacomplaintorappealwillcommencewithin10workingdaysofthecomplaintorappealbeinglodgedwithCHPSchoolofHospitality.


• Duringthistime,astudent’senrolmentwillbemaintainedandastudentisrequestedtoattendclassesandsubmitassessmentsasrequired.

4. Makingdecision• Staffmustensuretheprinciplesofnaturaljusticeandproceduralfairnessare

adoptedateverystageofthecomplaintandappealprocessbyconsideringafairandunbiasedprocedureswhenmakingdecisions.

• Thecomplainantsmustbegivenawrittenstatementofcomplaintorappealoutcome,includingreasonsforthedecision.

• AcopyofthecompletedformanddecisionwillbemaintainedonCHPSchoolofHospitalitycomplaintregister.

• Anydecisionand/orcorrectiveandpreventativeactionwillbeimplementedimmediately.

• Regardlessofoutcome,allpartiesaretobenotifiedoftheoutcomeassoonaspossiblebutnolaterthan60days.

• Wewillprovideawrittenexplanationtothecomplainant,ifthematterisnotresolvedinlessthan60days.

• Ifthematterisnoresolvedinternally,thestudentshallbeadvisedtocontactanindependentmediator(suchasTheResolutionInstitute(combiningLEADR&IAMA)http://www.resolution.institute/)oragovernmentagencysuchas,NationalTrainingComplaintsHotlineorASQA.

Remedialaction：

CHPSchoolofHospitalitywillgivedueconsiderationtoanyrecommendationsarisingfromexternalreviewofthegrievancewithin30daysofreceiptoftherecommendations.

5. ImprovementOpportunities

Anycomplaintoutcomesshallbediscussedatthenextmanagementmeetingtoseeifthereisaneedtoidentifypotentialcausesofcomplaintsandappealsandtheappropriatecorrectiveactiontoeliminateormitigatethelikelihoodofreoccurrenceandifthereisaneedfor:

• Updatinganypolicyorprocedure;• Purchasingnewequipmentorservices;• Providingprofessionaldevelopmenttostaff;• Updatingtherecordkeepingprocedures;and• Otherareasofimprovement.

CHPSchoolofHospitality’sComplianceManagerwillrecordandfileanycomplaints,appealsandtheapplicationofanyimprovements.


ComplaintsandAppealsForm

ComplaintsandAppealsFormNameofpersoncomplaint/appeal:___________________Date:_____________PleaseprovidecontactdetailsifaresponseisdesiredAddress:___________________________________________________________________Contactphonenumber:______________________________________________________RelationshiptoCHPSOH:□Client□Employee□Student□Other(pleasespecify):Outlineyourfeedbackorcomplaint:____________________________________________Outcomeyouareseeking:_____________________________________________________Pleasedirectcompletedformto(circlerelevantperson):CEO;RTOManager;Trainer;ComplianceManager;AdministrationTeamSignatureofpersonmakingcomplaint:________________________Date:____________OFFICEUSEONLY–FORCOMPLAINTSANDAPPEALSONLYActiontakenbymanager:___________________________________________________Dateresolved:_____________________RTOManager’sSignature:_________________Signatureofpersonmakingcomplaints/appeals:_______________Date:_____________

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