Complaints & Appeals Policy

Definitions

Complaints

Relate to any issue that a student may have with their training and assessment, provision of services, the RTO and team members or any other dealings with Harcourts Real Estate Training Centre.

Appeals

Relate to an academic decision as to the student’s competency in a unit or other procedural matter relating to your assessment.

Complaints

Harcourts Real Estate Training Centre takes all complaints very seriously. The team member receiving the complaint from the student will try to rectify the problem as quickly as possible or refer the student to the Student Experience Team.

All complaints will be notified to the RTO Manager, immediately the complaint is received and will activate Harcourts Real Estate Training Centre Complaint Handling Procedure. All formal complaints must be in writing (email).

All documentation relating to a student’s complaint and the outcomes will be stored securely in Harcourts Real Estate Training Centre student management system.

Procedure

  1. Harcourts Real Estate Training Centre complaints policy can be accessed by students:
    1. Via a link provided in Student Portal, Help and Support section, with reference to the policy
    2. on Harcourts Real Estate Training Centre website and
    3. at regional Support Offices where a hard copy is available in student common areas.
  2. A student enrolled in a course who has a complaint on any matter other than an academic decision, should undertake the following steps:
    1. In the first instance, an informal approach is to be made to the person with whom the student has the complaint, to see if the matter can be resolved in a mutually satisfactory way.
    2. Where the student is still dissatisfied with the decision, they can contact the Student Experience team for an informal attempt to resolve the issue.
    3. If the complaint is resolved informally a confirmation email will be sent to the student outlining the actions taken to resolve the complaint. The Student Experience Team will record the outcomes in the student profile in Harcourts Real Estate Training Centre Student Management System.
    4. If the informal attempts at resolution fail to reach a resolution then the student can submit a formal complaint to Harcourts Real Estate Training Centre, in writing, for an opportunity to formally present their case and/or for a member of the team, who has not been involved in the original decision, to review the complaint and actions taken to date.

A formal complaint must be lodged by email to the Student Experience Team no later than 14 days from the date of the complaint.

Results of all formal complaints will be communicated to the student in writing (email) within 21 days of receipt of the student’s complaint.

If the student is still dissatisfied, a written notice of appeal against the complaint resolution decision may be lodged with Harcourts Real Estate Training Centre Student Experience team, requesting an independent review by an external person, or appropriate body.

The Independent person’s decisions will be communicated, in writing (email) to the student within seven days of the decision being received by Harcourts Real Estate Training Centre from the independent person.

Formal complaints and outcomes will be recorded and stored electronically in the students’ profile in Harcourts Real Estate Training Centre Student Management System.

Appeals

All appeals must be received within 30 days of the assessment result being given to the student.

All appeals against a ‘not yet competent’ (NYC) decision must be made in writing to Harcourts Real Estate Training Centre, RTO Manager. The RTO Manager will immediately activate Harcourts Real Estate Training Centre appeal procedure.

All student assessment activities and actions will be suspended pending determination of the appeal process.

All documentation relating to appeals and the outcomes will be stored securely in the student’s profile in Harcourts Real Estate Training Centre Student Management System.

Procedure

  1. Harcourts Real Estate Training Centre’s appeals policy can be accessed by students:
    1. Via a link provided in the online Student Portal with reference to the policy
    2. on the Academy’s website
    3. at regional Support Offices where a hard copy is available in student common areas.
  2. A student enrolled in a course who is seeking to appeal against an academic decision (results of their training and assessment) or other procedural matter should undertake the following steps:
    1. In the first instance, an informal approach is to be made by the student to the assessor with any new evidence to support the appeal or clarification of existing evidence submitted for assessment.
    2. Assessment evidence will be reviewed by the assessor having due regard to submissions made by the student.
    3. Where the student is still dissatisfied with the decision of the assessor, a request is to be made to The Harcourts Real Estate Training Centre, Student Experience Team, in writing (email), for an opportunity to formally present their case and/or for a assessor who has not been involved in the original decision, to review the assessment evidence and decision.
    4. If the student is dissatisfied with the decision of the reviewing independent assessor, a written notice of appeal may be lodged with Harcourts Real Estate Training Centre’s RTO Manager, requesting an independent review by an external assessor.
    5. Appeals will be accepted up to 14 days from the date an assessment result was sent to the student.
    6. Results of all appeals decisions and the reason for the decision will be communicated in writing (email) to the student within 21 days of receipt of the appeal.
    7. The independent assessor’s decision will be communicated to the student, in writing (email) by Harcourts Real Estate Training Centre within seven days of the decision being received from the independent person.
    8. Results of all appeal decisions and the reason for the decision will be securely stored in the student’s profile, in Harcourts Real Estate Training Centre’s Student Management System.

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