Purpose

This policy and procedures outline Sydney Art School’s (SAS) approach to managing feedback, complaints, and appeals in a fair, transparent, and timely manner. It ensures compliance with the revised Standards for Registered Training Organisations (RTOs) 2025, specifically Outcome Standards 2.7 (Feedback and complaints management) and 2.8 (Effective appeal processes), as regulated by the Australian Skills Quality Authority (ASQA).

SAS is committed to fostering a positive learning environment and using feedback, complaints, and appeals as opportunities for continuous improvement. This policy applies to all VET students, staff, third parties delivering services on behalf of SAS, and other stakeholders. It covers both academic matters (e.g., student progress, assessment, curriculum, and awards) and non-academic matters (e.g., enrolment, personal information, discrimination, harassment, or other unfair treatment).

All feedback, complaints, and appeals are treated confidentially, investigated impartially, and incorporated into SAS’s continuous improvement processes where appropriate. SAS abides by principles of natural justice, procedural fairness, privacy, and freedom of information.

Definitions

• Feedback: Any positive or constructive input from students or stakeholders about SAS’s services, programs, or operations, used to inform improvements.
• Complaint: A formal expression of dissatisfaction with SAS’s services, decisions, or actions (or those of third parties acting on SAS’s behalf), excluding appeals against specific decisions.
• Appeal: A request for review of a decision by SAS or a third party that adversely affects a student, such as assessment outcomes, enrolment decisions, or disciplinary actions.
• Procedural Fairness: Ensuring all parties have the opportunity to present their case, are informed of allegations, and decisions are made impartially without bias.
• Third Party: Any external provider delivering training, assessment, or other services on behalf of SAS.

Scope and Grounds

This policy covers:

• Feedback on any aspect of SAS’s operations.
• Complaints about discrimination, harassment, unfair treatment, or other issues related to SAS’s services.
• Appeals against decisions including, but not limited to, assessment results, recognition of prior learning (RPL), enrolment refusals, or refund decisions.

Students and stakeholders may provide feedback or lodge a complaint/appeal if they believe an issue has occurred. SAS encourages early resolution and supports individuals throughout the process.

Principles

• Accessibility: Information on providing feedback, making complaints, or lodging appeals is publicly available on the SAS website, student handbook, and enrolment materials.
• Support: Students are supported to provide feedback or lodge complaints/appeals, including access to independent support persons (e.g., a friend, family member, or advocate) at no cost. SAS can provide referrals to external support services if needed.
• No Cost: There are no fees for internal processes. External independent reviews for appeals are provided at no or low cost to the appellant.
• Timeliness: Matters are acknowledged in writing within 5 working days and resolved as soon as practicable, with target resolution within 20 working days. If more than 60 calendar days are required, the complainant/appellant will be informed in writing of the reasons and provided regular updates (at least every 10 working days).
• Fairness and Impartiality: All parties receive procedural fairness, including the right to respond and access relevant information.
• Documentation and Continuous Improvement: Outcomes are documented, communicated to parties, securely stored, and analysed for trends to inform improvements in policies, procedures, training, and services.
• Confidentiality: Information is handled in accordance with privacy laws and only shared as necessary.
• Third Parties: Complaints or appeals involving third parties are escalated to SAS for oversight and resolution.

Procedures

Providing Feedback

Feedback can be provided informally (e.g., via surveys, verbal discussions with tutors) or formally (e.g., email to [email protected]). SAS reviews all feedback to identify improvement opportunities and may follow up for clarification. Trends are reported to senior management for action.

Complaints Procedure

Step 1: Informal Resolution

Discuss the issue directly with the relevant person (e.g., tutor or staff member) for quick resolution. Target: Within 7 working days.

Step 2: Formal Complaint

If unresolved, submit a formal complaint via email to [email protected], including “Formal Complaint” in the subject, your name, details of the issue, and desired outcome.

• Acknowledgement: Within 5 working days.
• Investigation: The Studio Manager or Principal investigates impartially, gathering evidence and allowing parties to respond. Target resolution: Within 10 working days.
• Outcome: Communicated in writing, including reasons and any actions.

Step 3: Internal Review

If dissatisfied, request a panel review within 10 working days of the outcome by emailing [email protected]. The Principal convenes a panel (including an independent member not previously involved).

• Review: Completed within 10 working days, with written outcome provided.

Step 4: External Review

If still unresolved, SAS will facilitate an external independent review (e.g., by a mediator or body like the Australian Mediation Association) at no cost. Details provided in writing. Parties may also contact ASQA or other external bodies (e.g., Ombudsman) independently.

Appeals Procedure

Step 1: Informal Discussion

Discuss the decision with the relevant person (e.g., assessor) for clarification or reconsideration. Target: Within 7 working days.

Step 2: Formal Appeal

Submit via email to [email protected], including “Formal Appeal” in the subject, your name, decision details, and grounds for appeal.

• Acknowledgement: Within 5 working days.
• Investigation: For assessment appeals, an independent assessor reviews evidence. For other appeals, the Principal or delegate investigates. Target resolution: Within 10 working days.
• Outcome: Communicated in writing, including reasons. If upheld, corrective actions (e.g., re-assessment) are implemented.

Step 3: Internal Panel Review

If dissatisfied, request a panel review within 10 working days by emailing [email protected]. Panel includes the Principal and an independent expert. Review completed within 10 working days, with written outcome.

Step 4: Independent External Review

If requested, SAS arranges an independent external reviewer (e.g., external assessor or mediator) at no or low cost. Provided within 20 working days. Appellants may also escalate to ASQA or relevant external bodies.

Records Management

All records are securely maintained in SAS’s management system for at least 7 years, in line with ASQA requirements. Access is restricted to authorised personnel.

Continuous Improvement

SAS analyses feedback, complaints, and appeals quarterly to identify trends, root causes, and systemic issues. Findings inform updates to policies, training, and operations, reported in management meetings.

Monitoring and Review

This policy is reviewed annually or following legislative changes. Last review: August 2025. For assistance, email [email protected].