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      How Do I Make a Complaint or Appeal a Decision?

      Learn about our Complaints and Appeals Policy to resolve issues effectively.

      At Real Response Pty Ltd, we are committed to providing a fair and transparent process for handling complaints and appeals. We view all feedback as an opportunity for improvement and ensure that all complaints are treated with integrity and privacy.

      1. Overview
        • We offer a structured process for any student, potential student, or third party to submit a formal complaint regarding our services or the conduct of our staff, trainers, or assessors.
      2. Accessing the Policy
        • Our Complaints and Appeals Policy and Procedure is available to all students and interested parties through:
          • The Real Response Pty Ltd website
          • The Student Handbook
      3. Submitting a Complaint
        • If you wish to lodge a complaint:
          • Online Submission:
            • Fill out our online complaint form available here.
            • Provide your name, contact details, and details of your complaint.
          • Acknowledgement:
            • Your complaint will be automatically entered into our electronic ‘Complaints and Appeals Register.’
            • A formal acknowledgement will be sent to you by our team.
          • Investigation:
            • All relevant parties will be informed and given the opportunity to provide evidence.
            • The CEO or appropriate staff will make a decision within 10 working days.
          • Outcome:
            • You will be informed in writing of the decision or any actions taken.
            • If you’re not satisfied with the outcome, you have the right to appeal.
      4.  Appealing a Decision
        • If you believe the decision is unfair:
          • Lodging an Appeal:
          • Process:
            • All parties will be notified and can present additional evidence.
            • The CEO will assess the appeal and may organise a meeting with involved parties.
            • The appeals process will begin within 10 working days of your submission.
          • Outcome:
            • You will receive a written notification of the outcome with reasons for the decision.
            • If unsatisfied, you can proceed to the external appeals process.
      5. External Appeals
        • If the internal process does not resolve the issue:
          • Dispute Resolution Centre of Victoria
            Address: Level 4, 456 Lonsdale Street, Melbourne VIC 3000
            Phone: (03) 9603 8370
            Website: www.disputes.vic.gov.au
        • You may request an external dispute resolution process to review the matter. Costs may apply unless authorised by the CEO.
      6. Longer Response Times
        • In extreme cases, resolving a complaint or appeal may take longer than 60 days:
          • You will be notified in writing with reasons for the delay.
          • Regular updates will be provided until the matter is resolved.
      7. Further Assistance
        • If you remain dissatisfied:
        • You can submit a complaint to ASQA by completing the relevant form on their website. Please note that you must provide evidence of following our internal procedures.

       

      Remember: Our goal is to maintain a respectful, safe, and productive environment that supports our mission to empower people to navigate critical situations. By following this policy, we ensure fairness and continuous improvement in our services.

       

      Contact Us for Assistance

      If you have any concerns or need guidance through this process:

      Our team is here to support you.