Complaints and Appeals



The purpose of this procedure is to outline CFMEU Education and Training’s approach to managing dissatisfaction, formal complaints and appeals of learners, clients, staff and other members of the community it has direct or indirect interaction with. It provides a transparent approach for all complaints and appeals to be addressed in a fair, efficient and confidential manner.

This procedure ensures compliance with Standard 6 of the Standards.


This policy and procedure extends to complaints made against the RTO (CFMEU Education and Training) including:

  • Its trainers, assessors or other staff
  • Learners enrolled at the RTO.

The scope of this policy and procedure also includes appeals against assessment decisions made by the RTO, or third parties providing services on behalf of the RTO.

Complaints and Appeals Policy

CFMEU Education and Training is committed to providing quality education and training services and recognises that adherence to the VET Quality Framework is fundamental to achieving this goal.

The RTO aims to respond to feedback promptly and resolve complaints and appeals as they arise in an informal manner.

To that end, a complaint should initially be discussed by the learner with their trainer or in the case of an administrative issue, with the officer concerned. Every endeavour should be made to resolve the matter at the informal stage.

Where the parties involved are unable to successfully resolve the matter directly, a formal complaint or appeal may be lodged with the RTO.

Complaints and Appeals Procedure

Where informal processes are unsuccessful, the following steps are adopted.

  1. Complainants/appellants complete the CFMEU Complaint and Appeals Form
  2. CFMEU Education and Training acknowledges receipt of complaints and appeals in writing and advises of the next step and anticipated time frame for resolution of the complaint or appeal.
  3. CFMEU Education and Training ideally endeavours to investigate and resolve formal complaints within 60 calendar days of lodgement.
  4. Where CFMEU Education and Training considers more than 60 days are required to process and finalise the complaint or appeal, the complainant or appellant will be advised in writing why more than 60 days are required to resolve the matter. This may apply to complex matters or where parties involved may be unavailable.
  5. Where internal mechanisms fail to satisfactorily resolve the complaint or appeal, CFMEU Education and Training will provide for an independent review upon the request of the individual lodging the complaint.
  6. If a complaint falls outside the scope of the RTO, the RTO Manager will inform the complainant and refer them to the most appropriate body if applicable.

Complaints and Appeals Procedure General Principles

  1. Anyone subject to a decision by the RTO, or who has allegations made against them, has a right of reply before a decision is made (as per principles of natural justice and procedural fairness).
  2. Each complainant or party lodging an appeal may be accompanied and/or assisted by a support person during the process.
  3. The decision-maker is independent of the decision being reviewed (in the case of assessment appeals).
  4. Complaints and appeals are confidential.
  5. Outcomes of formal complaints and appeals are documented in the CFMEU Education and Training Complaints and Appeals Register.
  6. CFMEU Education and Training will use feedback derived from complaints and appeals outcomes to support the continuous improvement of its operations where practicable.

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