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Policies

Complaints and Appeals Policy and Procedure

Purpose

This policy ensures Edway Training addresses and resolves dissatisfaction in a fair, timely, and transparent manner in accordance with the 2025 Standards for RTOs, particularly Standards 2.7 (Feedback and Complaints) and 2.8 (Appeals).

Scope

Applies to all prospective, current, and past students of Edway Training, as well as third parties acting on their behalf.

Responsibility

The Compliance Manager is responsible for implementation, awareness, and training related to this policy. All staff must be familiar with its application.

Key Principles

  • Participants have access to clear, simple, and transparent processes for lodging complaints and appeals.
  • Complaints and appeals are handled fairly, confidentially, and without fear of victimisation.
  • Outcomes are based on evidence and natural justice.
  • The process is free for the participant.
  • External independent mediation is available where internal processes are exhausted.
  • ​All related records are retained and reviewed for continuous improvement.

Definitions

  • ​Complaint: A concern or dissatisfaction about a service, decision, behaviour, or process.
  • Appeal: A request for review of a decision made by Edway Training.
  • Natural Justice: The right to a fair hearing, unbiased decision-making, and full disclosure.
     
Informal Resolution Participants are encouraged to resolve issues directly with the person(s) involved. Trainers or staff will document any informal issues if the concern may impact broader operations.
Contacts:
CEO: Larissa Gillespie contact@edway.com.au
Compliance Manager: Simon Judge simon@edway.com.au

Formal Complaint Procedure

  1. Submit written complaint to the CEO or delegate.
  2. Acknowledge receipt within 2 working days.
  3. Investigate and respond in writing within 10 working days.
  4. If extended, notify complainant of revised timeline.
  5. Provide written outcomes with reasons.
  6. Maintain enrolment during the process.
  7. Refer to Appeals process if unsatisfied.

Review and Improvement

​This policy is reviewed biennially or as required to ensure alignment with Outcome Standards, legislative changes, and organisational best practice.
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