Revision Date: 07/2018 by Charter Australia
students who wish to lodge an external appeal or review
students include persons who are seeking to enrol into Charter Australia’s course(s) or unit(s)
The purpose of this process is to provide information on lodging external appeals or reviews. Charter Australia’s approach to complaint management
Formal complaint or review of decision
External review or appeal
Lodging an external appeal or review
All students are strongly encouraged to complete all internal steps to resolve their complaint before making external complaints. However, at any point, the student may decide to refer the matter to an external agency. If Charter Australia receives notification that a complaint under consideration internally is the subject of a formal external enquiry or legal action, in accordance with the Student Complaints and Appeals Policy, the internal resolution process will be suspended.
If a student believes that the outcome of their appeal is unfair or incorrect, they may lodge an external appeal or complaint against the outcome of the internal complaint or review process.
All students are encouraged to continue their studies during this process unless advised otherwise.
The National Training Complaints Hotline Domestic students can also seek an external review or appeal by contacting the National Training Complaints Hotline. Through the National Training Complaints Hotline, complaints will be directed to the relevant authorities, connecting consumers with the most appropriate organisation to assist them. The National Training Complaints Hotline is accessible on 13 38 73 (Monday to Friday from 8am to 6pm nationally) or via email at NTCH@education.gov.au. Other External Agencies Below is a list of other external agencies which students can choose to contact directly regarding external appeals. It is recommended that students contact the agency or visit their website.
|Commonwealth and ACT Ombudsman
|NSW Office of Fair Trading (Sydney) Centre