Policies and Procedures
BANNISTER TECHNICAL APPEALS AND GRIEVANCE PROCESS
All training course participants are informed about our Appeals and Grievance process when they enrol via the Participant guide.
To view our current Participant Guide click here.
PARTICIPANT ASSESSMENT APPEALS PROCEDURE
AIM
To ensure that the training and assessment programs provide decisions about competence that are fair and equitable, the participant has the right to dispute any assessment decisions that do not follow the National Assessment Principles.
SCOPE
Applies to all participant appeals that occur within all training and assessment programs
PARTICIPANT ASSESSMENT APPEALS 13.0
| 13.0.1 | Participant appeals an assessment decision verbally to assessor or trainer | |
| 13.0.2 | The assessor or trainer records which decision has been appealed and why on the Assessment Summary (Form AS) | |
| 13.0.3 | The trainer or assessor submits the completed Assessment Summary (Form AS) to the Technical Manager for review | |
| 13.0.4 | The Technical Manager will schedule a meeting with the trainer or assessor, the participant and an independent industry observer | |
| 13.0.5 | The following is a possible list of outcomes from the meeting and the appropriate course of action to be taken: | |
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| 13.0.6 | All records of participant appeals will be kept in the participants grievance file | |
| 13.0.7 | The minutes of the meeting will be recorded and copied to all those present at the meeting |
PARTICIPANT GRIEVANCES PROCEDURE
AIM
To ensure that participant/client grievances can be resolved to reach a fair and equitable outcome.
SCOPE
Covers all participant/client grievances.
PARTICIPANT/CLIENT GRIEVANCES 14.0
| 14.0.1 | Participant/Client is informed that he/she can formally present his or her case of grievance or appeal. | |
| 14.0.2 | Bannister Technical will act upon the appeal internally, consult with other trainers and negotiate with the participant/client on a solution | |
| 14.0.3 | Client/participant will be given a written statement of the appeal outcome, including the reason for the decision. | |
| 14.0.4 | Once the Client Refund (Procedure 6.0) possibilities have been exhausted, the participant/client and Bannister Technical will make contact with the Department of Fair Trading | |
| 14.0.5 | The participant/client and Bannister Technical will both prepare a written explanation as to the background and issues of the dispute and present that to an appropriate arbiter of the Department of Fair Trading | |
| 14.0.6 | Both the participant/client and Bannister Technical will attend any proposed hearing or meeting and adhere to any rulings or decisions made by the arbiter |
ADMINISTRATION FEE