Complaints and Appeals Policy

Scope Institute – Complaints and Appeals Policy
Our Commitment to Fair Resolution and Continuous Improvement. Scope Institute is dedicated to providing a positive and effective learning experience. We recognise, however, that issues can arise. This policy provides a transparent, fair, and timely process for resolving student complaints and appeals. We view all feedback, including complaints, as a valuable opportunity to review and improve our services, systems, and the overall student experience. This process is provided at no cost to the student.

1. Guiding Principles

Our complaints and appeals process is guided by the principles of natural justice and procedural fairness. This means:

  • Accessibility: The process is easy to understand and access for all students.
  • Confidentiality: Your privacy will be respected at all stages. Information will only be shared with those directly involved in resolving the issue.
  • Impartiality: All formal complaints and appeals are investigated by a staff member who was not involved in the original decision or situation, ensuring an unbiased review.
  • Timeliness: We are committed to resolving issues as quickly as possible and will adhere to the timeframes outlined in this policy.
  • Continuous Improvement: The outcomes of complaints and appeals are analysed as part of our self-assurance processes to identify systemic issues and drive improvements in our training and services.
  • No Victimisation: No student will be penalised or disadvantaged in their studies for making a complaint or appeal in good faith.

2. Definitions

2.1 What is a Complaint?

A complaint is an expression of dissatisfaction with any aspect of our services, operations, staff, or the conduct of other students. This can relate to:

  • The quality of training and assessment.
  • The conduct of our trainers, assessors, or administrative staff.
  • The provision of student support or resources.
  • Any administrative process, such as enrolment or fee collection.
  • The conduct of a third party providing services on our behalf (e.g., a learning platform provider).

2.2 What is an Appeal?

An appeal is a formal request to review a decision made by Scope Institute. The most common type is an assessment appeal, where a student wishes to challenge the outcome of an assessment task (e.g., a "Not Yet Competent" result). Appeals can also relate to decisions regarding:

  • The outcome of an RPL or Credit Transfer application.
  • A finding of academic misconduct.
  • The cancellation or suspension of enrolment.

3. The Resolution Process

We follow a structured, three-stage process to ensure issues are handled efficiently and fairly.

Stage 1: Informal Resolution (Recommended First Step)

We strongly encourage you to try and resolve the issue informally first, as this is often the quickest and most effective path. You should raise your concern directly with the person involved (e.g., your trainer or an administrative staff member). Discuss the issue calmly and clearly, and work together to find a mutually agreeable solution. Most issues are resolved at this stage. If you are not comfortable approaching the person directly or if the issue remains unresolved, you should proceed to Stage 2.

Stage 2: Formal Internal Review

Step 2.1: Lodge a Formal Complaint/Appeal

To initiate a formal review, you must submit your complaint or appeal in writing. This can be done by emailing the details to the Administration Manager at admin@scopeinstitute.edu.au or by using the official online form below. Your submission should be lodged within 20 business days of the incident or decision occurring.

Your submission should clearly state:

  • Your full name and contact details.
  • A detailed description of the complaint or the decision you are appealing.
  • The date the incident or decision occurred.
  • Any evidence you have to support your case (e.g., emails, assessment feedback, photos).
  • The outcome you are seeking.

Step 2.2: Acknowledgement and Investigation

We will send you a written acknowledgement of your submission within 5 business days of receiving it. The matter will be assigned to a senior staff member for investigation. They will review all documentation, interview relevant parties, and gather any additional evidence required.

Step 2.3: Formal Outcome

We will complete the investigation and provide you with a formal written response outlining the findings and the decision made. We aim to finalize all formal reviews within 20 business days of acknowledgement. If, due to complexity, we require more time, we will notify you in writing of the reasons for the delay and provide a new expected completion date.

Stage 3: External Review

If you are not satisfied with the outcome of the formal internal review, you have the right to seek an external review. You can:

  1. Request that we refer the matter to an independent, third-party mediator. This may involve a fee, which will be discussed with you beforehand. We recommend the Resolution Institute as a suitable mediation service.
  2. For matters related to our compliance as an RTO, you can contact the National VET Regulator, the Australian Skills Quality Authority (ASQA), once our internal processes have been exhausted.

We will provide you with all necessary information and cooperate fully with any external review process.

4. Support for Students

You may bring a support person (e.g., a friend, family member, or counsellor) to any meetings related to your complaint or appeal. The support person is there to provide you with confidence and emotional support, but they cannot act as a legal representative or advocate on your behalf during the internal process.

5. Record Keeping

All formal complaints and appeals, including submissions, evidence, and outcomes, will be securely recorded and stored in our student management system. This information is treated as confidential and is used for continuous improvement purposes to identify and address systemic issues.

Lodge a Formal Complaint or Appeal

Please use the form below to submit your formal complaint or appeal. Provide as much detail as possible to allow us to investigate your concern thoroughly. We will acknowledge receipt of your submission within 5 business days.

Complaints and Appeals form
For questions about this policy, please contact us.
Phone: (+61) 3 9134 2306 | Email: admin@scopeinstitute.edu.au