At Australian Retail College (ARC), we are dedicated to delivering high-quality education and training services to all our students and their employers. Your feedback is essential to our continuous improvement efforts. If something isn’t right, we encourage you to speak up, and we promise to handle your concerns with respect and care.
Below is a simple guide to help you understand how we manage issues that may arise.
What Type of Issue Are You Raising?
- Grievance:
A grievance is an informal concern you might have about your experience at ARC. Examples include:
- Issues with how your course is being delivered.
- Problems during the enrolment process.
- Concerns like discrimination, errors in course materials, or difficulties with support services.
- Grievances are addressed through an informal discussion to resolve the issue quickly.
- Complaint:
If your grievance isn’t resolved, you may decide to lodge a formal complaint. A complaint is a written expression of dissatisfaction that requires official processing and a detailed response from ARC.
- Appeal:
An appeal is when you believe a decision made by ARC, such as a competency result, is unfair or incorrect. You have three months from the date of the decision to lodge an appeal for review.
How We Support Your Concerns
We have a friendly and supportive four-step process to ensure every concern is addressed fairly:
Step 1: Informal Discussion
What to do: Raise your concern directly with the person(s) involved, such as your trainer for assessment-related issues.
What happens next: Most grievances are resolved quickly through open and honest communication.
If you’re not satisfied: If the issue isn’t resolved or you feel uncomfortable approaching the person directly, you can contact our CEO at (07) 3844 1300.
Step 2: Formal Complaint
What to do: Submit your complaint in writing. You can request a ‘Grievance, Complaint, and Appeal Application’ form from us or write to us by:
Email: enquiries@fir.edu.au
Post: 11/2962 Logan Road, Underwood, Queensland 4119
What happens next:
- We’ll acknowledge your complaint within 10 working days.
- We may contact you for more details.
- You’ll receive an outcome within 15 working days.
Step 3: Escalating the Issue
What to do: If you’re unhappy with the outcome from Step 2, let the CEO know in writing.
What happens next: We’ll review your concerns again and respond within 10 working days.
Step 4: External Assistance
What to do: If you’re still not satisfied, inform us in writing.
What happens next: We’ll guide you to the appropriate Government body or independent agency that can assist you further.
We’re Here to Help
ARC values open communication and is committed to resolving all grievances, complaints, and appeals as quickly and fairly as possible. If you have any questions about this process, feel free to reach out. We’re here to support you every step of the way.
Let’s work together to ensure your learning experience is positive and rewarding!
