Student Handbook

FiT has a defined complaints and appeals process that will ensure learners’ complaints and appeals are addressed effectively and efficiently.

FiT strives to ensure that each student is satisfied with their learning experience and outcome. In the unlikely event that this is not the case, all students have access to rigorous, fair and timely complaint and appeal processes which are outlined in this section of the policy and procedures document. Any complaints or appeals will be reviewed as part of the continuous improvement process and where corrective action has been highlighted, it will be implemented as a priority.

A complaints procedure is available to all persons wishing to make a complaint, appeal or any other manner of objection in relation to the conduct of FiT. The complaints procedure will address both formal and informal complaints. All formal complaints must be submitted in writing to FiT management and will be heard and addressed, including a response to the aggrieved person, within five (5) working days of receipt.

FiT management will maintain a Complaint Register to document the course of action and resolution of all formal complaints. All complaints substantiated by the complaints procedure will be reviewed as part of the FiT continuous improvement procedure.

It is the responsibility of FiT management to ensure adherence to the complaint procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the complaints procedure and supply of complaint forms.

If the student is still not satisfied with the resolution of the complaint after following and exhausting the complaints procedure, the student may contact ASQA and lodge a written complaint.

The form may be submitted by mail to:

Australian Skills Quality Authority
GPO Box 9928
Melbourne, VIC 3001

Or online  to: https://asqaconnect.asqa.gov.au/

The FiT appeals process is concerned with a student’s right to request change to decisions or processes of an official nature, usually in relation to academic or procedural matters.

In the case of a student’s appeal against specific assessment decisions, the student should first discuss the decision(s) with the relevant trainer or assessor and request re-evaluation. The trainer or assessor will hear the student’s appeal, make fair judgement to the best of their ability as to whether change(s) are required and then discuss their final decision with the student.

If the student is still dissatisfied with the trainer or assessor’s decision, they have the right to take the appeal to the management team. The formal notice of appeal is required to comply with the following principles upon submission to management:

• The notice of appeal should be in writing, addressed to FiT for referral to the management team and submitted within five (5) days of notification of the outcome of the trainer or assessor’s re-evaluation
• The notice of appeal must be submitted within the specified timeframe otherwise the original result will If a student’s appeal needs to be deferred due to emergency circumstances, such as in the case of serious illness or injury, a medical certificate supporting the case must be forward to management. The notice of deferral must be submitted within three (3) working days of the conclusion date displayed on the medical certificate.

It is the responsibility of FiT management to ensure adherence to the appeal procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the appeal procedure and supply of appeal forms.

All appeals will be reviewed at the monthly management meeting and, if appropriate, result in a continuous improvement process.

If the student is still not satisfied with the resolution of the complaint after following and exhausting the appeals procedure, the student may contact ASQA and lodge a written complaint.

The form may be submitted by mail to:

Australian Skills Quality Authority
GPO Box 9928
Melbourne, VIC 3001

Or via online to: https://asqaconnect.asqa.gov.au/

All persons wishing to make a complaint, appeal or any other manner of objection in relation to the conduct of FiT have access to the following procedure:

Informal complaint/appeal

• An initial complaint or appeal will involve the student communicating directly with FiT verbally or by other appropriate FiT management will make a decision, discuss their judgement with the student and record the outcome of the complaint or appeal.
• Students dissatisfied with the outcome of FiT’s decision may initiate the formal complaint

Formal complaint/appeal:

• It is normal procedure that all formal complaints proceed only after the initial informal complaint or appeal procedure has been
• The formal complaint or appeal is to be submitted in writing, and the procedure and outcome recorded by FiT
• On receipt of a formal complaint, the CEO will convene the complaint committee to hear the
• The complaint committee will consist of a panel of members with no previous involvement or vested interest in the outcome of the particular complaint or appeal. Members of the committee should include:
  • A representative of FiT
  • A FiT staff
  • A person independent of FiT.
• The complainant/appellant shall be given an opportunity to present the case to the committee and may be accompanied by one (1) other person as support or as representation.
• Staff member(s) involved shall be given an opportunity to present their case to the committee and may be accompanied by one (1) other person as support or as representation.
• The complaint committee will reach a decision on the complaint or appeal after consideration of each case presented.
• The complaint committee will inform all parties involved of the outcome in writing within five (5) working days of making the decision.

All complaints and appeals will be reviewed at FIT monthly management meetings. Continuous improvement procedures may be actioned when the complaint/appeal procedure results in the identification of factors appropriate for improvement to internal operations. When the initial causative factor of the complaint identifies a problem with current FIT policies and / or procedures, the continuous improvement procedure will ensure changes are made to prevent re-occurrence of the problem.