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2018, 2021 Winner & 2024 Finalist of Qld Small Training Provider Award

Our Complaints & Appeals Policy

Complaints

In the event of a complaint, students should:

  • Try to resolve the problem with the person concerned;
  • Seek the assistance of their trainer;
  • Consult the RTO Manager;
  • Seek arbitration by a third party acceptable to all parties to the complaint.

Lodging a Complaint

We recognise that most people do not like complaining or understand the process. At the Institute of Culinary Excellence, we request that you lodge a complaint in writing. We have developed a two-stage process for lodging a complaint.

1. Select your initial method of complaint

  1. Verbally to your trainer / assessor, and/or RTO Manager (if you wish) and then follow up In writing via email (admin@theice.edu.au) or via the webform on the ICE website (www.theice.edu.au)
  2. Please address written complaints to: RTO Manager

2.Responding to your complaint

  1. Upon receipt of your complaint we will acknowledge your complaint within 2 business days, by return email.
  2. You will be informed of the complaint process, and that the complaint will be investigated fully, and hopefully resolved within 5 business days.
  3. If your complaint cannot be resolved within 5 business days, due to us needing to investigate further, you will be notified accordingly.

If your complaint cannot be resolved, you have the right to complain to our registering authority. The details are as follows:

Australian Skills Quality Authority
GPO Box 9928, Melbourne, VIC, 3001
Phone: 1300 701 801
http://www.asqa.gov.au

Appeals

The ICE seeks to prevent appeals by ensuring that students are satisfied with their training product and its outcomes. Personnel are expected to be fair, courteous and helpful in all dealings with students. Any complaint about any assessment will be treated seriously, investigated thoroughly, and dealt with according to the merit of the complaint. The circumstances and results of any appeal are analysed by the RTO Manager, and appropriate improvements made to prevent the recurrence of the problem. Appeals must be made within 21 days of receipt of the assessment. All records of any appeals are kept on file.

Appeal Procedure:

  • Notify trainer/assessor within 21 days.
  • Trainer and/or manager provide a written statement of outcome within a further 21 days.
  • Seek reassessment or arbitration by another trainer/assessor within the RTO.
  • If the appeal is still unresolved, the student will be notified in writing within 14 days and advised of external organisations, e.g. Australian Skills Quality Authority that may be able to assist further.

External Complaints and Appeals

There is an external complaint process available to students if they have exhausted the above procedures and still feel unsatisfied. This service is offered by the Australian Council for Private Education and Training. Students may also seek legal redress through the usual court processes if they feel unsatisfied.

Complaint Form

Complaint Form