Complaints Policy     Stones & Muirden Business College & Training Centre documents and implements procedures for dealing with student complaints, grievances and appeals in a constructive and timely manner.   Organisational procedures ensure that: Each complaint grievance or appeal and outcome is documented in writing; Each appeal is heard by an independent person or panel; Each appellant has an opportunity to formally present their case. Is given a written statement of the appeal outcomes, including reasons for the decision.   Any complaint about any assessment will be treated seriously, investigated thoroughly, and dealt with according to the merit of the complaint. The circumstances and results of any appeal are analysed by the College Manager or his/her appointed representative. Appeals must be made within 21 days of the assessment.   Appeal Procedure 1.   Notify facilitator within 21 days. 2.   Negotiate for re-assessment. 3.   Facilitator and/or manager provide a written statement of outcome within a further 21 days. 4.   Seek arbitration by a third party or panel acceptable to all parties to the appeal. 5.   If the appeal is still unresolved, the student will be advised of external organisations eg Consumer Affairs or the relevant Government Department that may be able to assist.   Complaints Procedure   When a student or provider wishes to lodge a complaint the following should apply: 1.      A Complaint Registration Form is given to the complainant for completion. (All complaints must be in writing). 2.      The completed Complaint Registration Form is then given to the College Manager. 3.      A meeting is arranged between the College Manager and the complainant to investigate and resolve the complaint. 4.      Some complaints will be resolved at this meeting shortly after they have been made, and other complaints will involve more investigation. 5.      The College Manager will advise the complainant within 7 days the result of the complaint in writing. 6.      If the complaint is not resolved satisfactorily alternative dispute resolution through an outside organisation should be considered. 7.      All complaints must be registered on the Complaints Register. 8.      The Complaints Register should be used to monitor the progress of complaints, and to ensure follow-up action takes place. The Complaints Register should also enable trend in complaints and repeat complaints to be monitored.   If you are not satisfied with the outcomes of the Stones & Muirden Business College & Training Centre Complaints and Appeals process you can contact the National Training Complaints Hotlline, telephone: 1800 000 674 or contact the Quality Directorate at DFEEST on 8226 3065.