Complaints and Appeals Policy

The intention of this Complaints and Appeals Policy is to ensure all parties involved receive fair, adequate and efficient channels, support and responses to any issues with the aim to manage and respond to allegations involving the conduct of:

This policy ensures that the principles of natural justice and procedural fairness are followed by allowing anyone subject to a decision by KASE, or anyone who has allegations made against them, to tell their side of the story before a decision is made.

KASE maintains fairness in this process by ensuring that the decision-maker in each case is independent of the decision being reviewed i.e. A complaint regarding a Trainer will not be reviewed by the Trainer who the complaint is about.

The definition of an Appeal is where: An Appellant is appealing the decision of the RTO in regards to Training and Assessment decisions.
The definition of a Complaint is: Where a complainant has a complaint regarding the conduct of the RTO, its trainers, assessors or other staff.

Complaints and Appeals Process
Where an Appellant/Complainant considers a complaint or appeal is warranted; the appellant or complainant is to complete the Appeals/Complaints Form (see below for where to find the form) and submit to admin@kase.com.au, the form can also be mailed to the address below or handed over in person. 

The process is as follows:

 

 

 

 

 

ASQA: https://www.asqa.gov.au/complaints
DET: https://training.qld.gov.au/apprenticeshipsinfo/apprentices/advice-support/general-problems
ACCC: https://www.accc.gov.au/consumers/complaints-problems/make-a-consumer-complaint

The Appeals/Complaints Form can be found:

Mailing Address:
KASE Enterprises Pty Ltd
C/- Quality Manager
PO Box 737
Mount Gravatt QLD 4122