Complaints and Appeals Policy

 Complaints & Appeals Policy

Before you lodge an official complaint we recommend that you:

  • Contact your trainer. They’ll respond directly or within two business days, and will endeavour to reach a resolution with you.
  • If you have any non-course related issues, call our office to discuss how they may be resolved.

If your problem can’t be resolved in either of the ways mentioned above, you can lodge an official complaint by following the instructions below. We’ll get back to you within five business days and take you through the next steps.

You can make a complaint because you are unhappy with:

  • The conduct of 3-AAA Training & Consulting Pty Ltd staff or students
  • The quality of service delivered
  • Legislative breaches (e.g. privacy, discrimination)
  • The management of an Academic Appeal (your must have already submitted an academic appeal application and received a decision before you can lodge this sort of complaint)
  • The management of a refund application (your must have already submitted a refund application and received a decision before you can lodge this sort of complaint)

Please note that refunds are not a complaint outcome. If you wish to request a refund, please submit a refund application.

Make a Complaint

To make a complaint you must send us a formal complaint via email to info@3aaa.com.au

It is essential that the following information is included in the email:

  1. details of the complaint;
  2. supporting information that the complainant wishes to have considered;
  3. an explanation of the steps already taken to try to resolve the complaint informally and why the responses received are not considered satisfactory; and
  4. what the complainant thinks needs to be done to address his/her concerns.

What happens next?

  • Once we’ve received your complaint we will contact you within 5 working days.
  • Once we’ve spoken to you we’ll conduct an investigation of your complaint, including looking at any relevant documentation and liaising with the relevant staff member/s.
  • You’ll receive written notification of the outcome, including the reasoning, within 21 business days. We’ll keep you informed of our progress.
  • We’ll advise you of any future actions that need to be taken.
  • What happens if I’m not happy with the outcome?

If you aren’t satisfied with the outcome you have the right to appeal the complaint outcome within 21 days.

 

Appeal a Complaint Outcome

To lodge an appeal you must send us an email to info@3aaa.com.au

It is essential that the following information is included in the email:

  1. details of the decision that is being appealed;
  2. brief reasons why you believe the decision is wrong;
  3. any other information the student/prospect wishes to be considered.

What happens next?

  • Once we’ve received your appeal we will contact you within 5 working days.
  • The appeal will be considered by the COO, who may decide to make a determination based on the information provided; or that there are insufficient grounds to take further action, thus concluding the consideration of the matter under this process.
  • You’ll receive written notification of the outcome, including the reasoning, within 14 business days.
  • What happens if I’m not happy with the appeals outcome?

If you aren’t satisfied with the outcome of your appeal you have the right to take your case to an external body.

Please note that the role of the external appeals process is to determine whether 3-AAA Training & Consulting Pty Ltd has breached any legislation requirements. It will not make a decision in our place.

Have an Enquiry?

Get in Touch with us.