During course activities, students may have some concerns with the processes they are being exposed to or they may be unhappy with a particular aspect of the program. CEO-ONDEMAND undertakes to provide a mechanism allowing allows for the fair and equitable resolution of any issues.

CEO-ONDEMAND complaints process is available to manage and respond to allegations involving the conduct of:

  • CEO-ONDEMAND, its trainers, assessors or other personnel; or
  • A CEO-ONDEMAND contracted third party providing services of CEO-ONDEMAND, including the third party representative’s trainers, assessors or other personnel; or
  • A student of CEO-ONDEMAND.

Allowing students to easily engage with the personnel of CEO-ONDEMAND about any concerns they have can stop minor issues becoming larger. There is no fee or charge levied for any complaint processed.

CEO-ONDEMAND will maintain a student complainant’s enrolment during any appeal process.

CEO-ONDEMAND complaints process is publicly available on the CEO-ONDEMAND, and is provided to all prospective clients via the relevant handbook for each stakeholder group prior to enrolment. Where CEO-ONDEMAND uses third parties to deliver services, complaints information is also made available to prospective clients of these third party representatives.

CEO-ONDEMAND complaints process follows the principles of natural justice and procedural fairness by allowing anyone subject to a decision by CEO-ONDEMAND, or anyone who has allegations made against them, to tell their side of the story before a decision is made.

Complaint & Grievance Procedure

The following problem resolution framework has therefore been implemented for all stakeholders raising a complaint or issue, with a desire to resolve matters as positive adults. This procedure applies to all complaints about:

Academic matters from students;

Non-academic matters from students; and

Non-academic matters from persons seeking to enroll with the CEO-ONDEMAND in a course or unit of study.

In the first instance a student should discuss the matter with the personnel member or responsible person concerned. Where this is not considered appropriate then the complainant is encouraged to discuss the matter with CEO-ONDEMAND management.

If the complainant is satisfied with the outcome of the discussion, it would mean that the matter is resolved.

Any client may submit a formal complaint to Formation Training in writing. Complaints are to include the following information:

  • Submission date of complaint;
  • Name of complainant;
  • Nature of complaint;
  • Date of the event which lead to the complaint; and
  • Any other relevant information or attachments (if applicable).

The CEO-ONDEMAND Chief Executive Officer will acknowledge receipt of the complaint in writing within five working days and arrange a suitable time if needed to discuss the complaint.

The Chief Executive Officer will investigate the complaint, or refer the matter to an external dispute resolution process by a body appointed for this purpose by CEO-ONDEMAND. The default external body available is:

Resolution Institute – Student Mediation Scheme

1800 651 650

infoaus@resolution.institute

In either case, the investigation will be resolved and decisions made on the escalated complaint within twenty working days of the complaint being received in writing.

The complainant will be informed of any decisions or outcomes concluded in writing, with reasons provided for the decisions or outcomes. With this notification, all complainants will receive information on how they can progress their compliant if still unhappy.

If the complainant is not satisfied with the outcome, and the complaint is yet to be mediated by an external dispute resolution process, they may escalate the complaint in writing to the CEO-ONDEMAND Chief Executive Officer. In this situation, the Chief Executive Officer will:

  • Acknowledge receipt of the escalated complaint in writing within five working days; and
  • Refer the matter to an external dispute resolution process by a body appointed for this purpose by CEO-ONDEMAND.
  • CEO-ONDEMAND will give due consideration to any recommendations arising from the external review within ten working days of the receipt of the recommendations.
  • The investigation will be resolved and decisions made on the complaint within thirty working days of the escalated complaint being received in writing

The complainant will be informed of any decisions or outcomes concluded in writing, with reasons provided for the decisions or outcomes. With this notification, all complainants will receive information on how they can progress their compliant if still unhappy.

All stages of the complaints process are documented and notes provided to all parties involved, including the outcomes of the complaint at each stage and reasons for the decisions made. Each complaint and its outcome is recorded in writing and stored on the Complaints Register.

If the internal or external complaint handling or appeal process results in a decision that supports the student, Formation Training immediately implements any decision and/or corrective and preventative action required and advises the student of the outcome.

At all times records of complaints and grievances are maintained confidentially. CEO-ONDEMAND   retains records of all complaints and grievances for a period of at least five years, allowing parties to the complaint or grievance appropriate access to these records.