In this policy, references to Flight One are references to Cortex Learning Pty Ltd (RTO 45165 | ABN 77616020485), trading as Flight One School of Engineering.
Flight One recognises that customers who train and study at Flight One have the right to have their grievances dealt with in a fair, just and prompt manner based on a policy and procedure that is accessible, effective and easily understood. A grievance will be dealt with on a professional level, without bias or prejudice, in a balanced and confidential manner.
Complaints may be made against Flight One and services provided and any of its instructors or staff, any third party providing services for Flight One or any other student.
Appeals can be either academic or non-academic.
Academic appeals are appeals against assessment decisions made by Flight One. Non-academic appeals are appeals against decisions, other than assessment decisions, that are made by Flight One.
This policy does not cover appeals against an external exam set and marked by the licensing authority.
Flight One is committed to developing a procedurally fair complaints and appeals process that is carried out free from bias, following the principles of natural justice. Flight One ensures that complaints and appeals:
Flight One will inform all persons or parties involved in any allegations made as well as providing them with an opportunity to present their side of the matter.
There are no charges for students to submit, a complaint or appeal to Flight One, or to seek information or advice about doing so.
Nothing in this policy and procedure limits the rights of an individual to take action under Australia’s Consumer Protection laws and it does not circumscribe an individual’s rights to pursue other legal remedies.
Complaints should be made as soon as possible after the incident occurring and appeals must be made within thirty (30) calendar days of the original decision being made.
A Complaints Lodgement form is available from the General Manager. You should provide as much information as possible to enable Flight One to investigate and determine an appropriate solution. This should include:
The complaint or appeal will be acknowledged in writing within 3 business days.
The complaints and appeals process will commence within 10 business days of receipt of the application. Complaints and appeals will be finalised as soon as practicable or at least within 30 calendar days unless there is a significant reason for the matter to take longer.
In matters where additional time is needed, the complainant or appellant will be advised in writing of the reasons and will be updated weekly on the progress of the matter until such a time that the matter is resolved.
A Senior Manager of Flight One will be involved in resolving complaints and appeals as outlined in the procedures.
If a complaint or appeal involves another individual or organisation, that individual or organisation will be given the opportunity to respond to any allegations made.
Each party involved in the complaint or appeal may have a support person of their choice present at meetings scheduled to resolve the issue.
In the case of Academic Appeals, an assessor who is independent from the original decision will assess the original task again. The outcome of this reassessment will be the result granted for the assessment task. The complainant or appellant will be advised in writing of the outcome of the process and the reasons for the findings made.
Flight One will maintain a student’s enrolment throughout the internal appeals processes.
Flight One will also maintain a student’s enrolment through the external appeals process, if that appeal relates to our decision to report the student for unsatisfactory course progress or attendance.
Flight One acknowledges the need for an appropriate independent party to be appointed to review a matter where this is requested by the complainant or appellant and the internal processes have failed to resolve the matter. Costs associated with independent parties to review a matter must be covered by the complainant/appellant unless the decision to include an independent party was made by Flight One.
For students receiving a VET Student Loan (VSL Students),if the student is not satisfied with the outcome or conduct of our internal process, they are referred to the VET Student Loans division of the Office of the Commonwealth Ombudsman (VET Student Ombudsman). The VET Student Ombudsman is an independent party, which provides a free of charge service. For more details refer to the External Complaint Avenues heading below.
For fee for services students, the recommended external mediator is the Resolution Institute. Students are responsible for all associated costs.
Flight One will provide complete cooperation with the external mediator investigating the complaint/appeal and will be bound by the recommendations arising out of this process.
The General Manager will ensure that any recommendations made are implemented within twenty (20) days of being notified of the recommendations. The complainant or appellant will also be formally notified in writing of the outcome of the mediation, and any recommendations being actioned by Flight One.
Complaints can also be made via the following avenues:
Flight One will maintain a record of all complaints and appeals and their outcomes and reasons for the outcomes on the Complaints and Appeals Register, which will be securely stored according to the Privacy Policy and Procedures.
©2023 Cortex Learning Pty Ltd trading as Flight One School of Engineering.
A proud member of the Tisdall Aviation Group.
RTO 45165 MTO.0048 ABN 77 616 020 485
