Complaints and Appeals

Our Commitment

Full Tilt Training Solutions is committed to providing a fair, transparent, accessible and responsive process for managing complaints and appeals. All complaints and appeals are handled according to the principles of natural justice and procedural fairness at no cost to the complainant or appellant.

This policy ensures that all complaints and appeals are managed in accordance with:

• Principles of natural justice and procedural fairness
• The Standards for Registered Training Organisations (RTOs)
• Consumer protection requirements
• Privacy legislation
• Continuous improvement principles

Full Tilt Training Solutions encourages all students, staff, employers, stakeholders and members of the public to raise concerns so that issues can be resolved promptly and effectively.

Definitions

Complaint	A complaint is an expression of dissatisfaction regarding: Training delivery Assessment practices Administrative services Staff conduct Student conduct Facilities or resources Third-party services Marketing or enrolment practices Any service provided by Full Tilt Training Solutions
Appeal	An appeal is a request for a formal review of a decision made by Full Tilt Training Solutions. Appeals may relate to: Assessment outcomes Recognition of Prior Learning (RPL) decisions Credit Transfer decisions Enrolment decisions Suspension or cancellation decisions Administrative decisions
Natural Justice	Full Tilt Training Solutions will ensure: All parties are given an opportunity to present their case Decisions are made by impartial personnel Investigators have no actual or perceived conflict of interest Decisions are based on evidence All parties are informed of outcomes and reasons for decisions

Complaints Procedure

Step 1 – Informal Resolution

Where appropriate, the complainant is encouraged to discuss the matter directly with the person involved. This may include the trainer or assessor, administration staff or a management representative. Many issues can be resolved quickly through direct discussion.

If the matter is not resolved informally, the complainant may proceed to Step 2.

Step 2 – Formal Complaint

The complainant completes the Complaints and Appeals Form and submits it to Full Tilt Training Solutions by email or mail. See the Download the Form section below.

Step 3 – Acknowledgement

Full Tilt Training Solutions will acknowledge receipt of the complaint within five (5) business days. The acknowledgement will include:

• Confirmation of receipt
• Complaint reference number
• Contact person responsible
• Expected timeframe for resolution

Step 4 – Investigation

Full Tilt Training Solutions will investigate the complaint. The investigation may include:

• Interviews with involved parties
• Review of records and documentation
• Review of assessment evidence
• Consultation with independent experts
• Collection of witness statements

Where required, an independent person may be appointed to conduct the investigation.

Step 5 – Outcome

Full Tilt Training Solutions will provide a written outcome within thirty (30) calendar days wherever possible. The outcome will include:

• Findings
• Reasons for the decision
• Actions taken or to be taken
• Further options available to the complainant

Where additional time is required, all parties will be advised in writing of the revised timeframe.

Appeals Procedure

Step 1 – Lodge Your Appeal

Complete the Complaints and Appeals Form selecting Appeal as the type and submit it to Full Tilt Training Solutions by email or mail. Include as much detail as possible about the decision you are appealing and the outcome you are seeking.

Step 2 – Acknowledgement

Full Tilt Training Solutions will acknowledge receipt of your appeal within five (5) business days. The acknowledgement will include a reference number, the name of the person handling your appeal and the expected timeframe.

Step 3 – Review

Your appeal will be reviewed by a person who was not involved in the original decision. The review may include:

• Review of the original decision and supporting evidence
• Interview with the appellant
• Interview with relevant staff
• Review of assessment records
• Consultation with an independent assessor where relevant

You may bring a support person to any interview or discussion related to your appeal.

Step 4 – Outcome

Full Tilt Training Solutions will provide a written outcome within thirty (30) calendar days wherever possible. The outcome will include:

• The decision on the appeal
• Reasons for the decision
• Any actions to be taken
• Further options available if you remain dissatisfied

Step 5 – Further Review

If you are not satisfied with the outcome of your appeal, you may request an independent external review. Full Tilt Training Solutions will provide information about suitable external dispute resolution options. The costs of external review will be discussed and agreed with all parties before proceeding.

Download the Form

Complete the form and return it by email to admin@fulltilttraining.com.au or by mail to Full Tilt Training Solutions, Unit 4/186 Main Street, Osborne Park WA 6017.

How to Submit

Method	Details
Email	admin@fulltilttraining.com.au
Mail	Full Tilt Training Solutions, Unit 4/186 Main Street, Osborne Park WA 6017
Phone	08 6256 1478

External Review

If your complaint or appeal cannot be resolved internally, Full Tilt Training Solutions will advise you of external organisations available to assist. You may also contact:

National Training Complaints Hotline
Phone: 13 38 73
Website: www.dewr.gov.au/national-training-complaints-hotline

Students may also raise regulatory concerns with the relevant VET Regulator where appropriate.

Record Keeping

Full Tilt Training Solutions will maintain complete records of all complaints and appeals including:

• Complaint and appeal records
• Investigation notes
• Outcome letters
• Continuous improvement actions

All records will be retained in accordance with legislative and regulatory requirements.

Continuous Improvement

All complaints and appeals will be analysed to identify root causes, trends and opportunities for improvement. Where appropriate, corrective actions may include:

• Policy updates
• Staff training
• Resource improvements
• Process changes
• Additional monitoring

Actions arising from complaints and appeals will be recorded in the Continuous Improvement Register.

Protection Against Victimisation

No student, staff member or stakeholder will be disadvantaged, victimised, discriminated against or treated unfairly because they have lodged a complaint or appeal in good faith.

Review

This policy will be reviewed annually or sooner if legislative, regulatory or operational changes occur.

Current version: V1.0 – June 2026. Next review: June 2027.
Document owner: RTO Manager | Approved by: Director