Think Perform Complaints Policy

Any person wishing to make a complaint against Think Perform concerning its conduct as an RTO, whether a grievance, appeal or other matter, will have access to the complaints procedure. All formal complaints will be heard and decided within 15 working days of the receipt of the written complaint by Think Perform at the address: 1400 Malvern Road, Glen Iris, Victoria 3146. The Learning Delivery Quality Manager (LDQM) will keep a ‘Complaints Action Register’ which documents all formal complaints and their resolution.

Complaints procedure

Persons with a complaint concerning the manner that Think Perform conducts its responsibilities as an RTO, have access to the following procedure:

Informal complaint

Complaints about assessment outcomes should be addressed through the Assessment Appeals process. The initial stage of any complaint will be for the complainant to communicate directly with the operational representative of the organisation, e.g. the Facilitators, who will make a decision and record the outcome of the complaint:

  • person(s) dissatisfied with the outcome of the complaint to the Facilitators may then complain to the LDQM, who will make a decision and record the outcome of the complaint
  • person(s) dissatisfied with the outcome of the complaint to the LDQM may initiate a ‘formal complaint’.

Formal complaint

  • formal complaints may only proceed after the informal complaint procedure has been finalised
  • the complaint and its outcome will be recorded in writing
  • on receipt of a formal complaint the MD will convene an independent panel to hear the complaint; this will be the ‘complaint committee’
  • the ‘complaint committee’ will not have had previous involvement with the complaint and should include representatives of:
  • Industry or enterprise RTO management personnel
  • an independent person/s
  • the complainant will be given an opportunity to present his/her case to the committee and may be accompanied by one other person as support or as representation
  • the relevant staff member will be given an opportunity to present his/her case to the committee and may be accompanied by one other person as support or as representation
  • the complaint committee will make a decision on the complaint
  • the complaint committee will communicate its decision on the complaint to all parties in writing within five (5) working days of making its decision.

Participant Complaints and Appeals

Think Perform has in place a process and procedure for fair and equitable settlement of actual or perceived Participant complaints. If a settlement cannot be agreed upon between the two parties, Participants will be referred to the appropriate professional or government department.

  • Think Perform recognises the right of a Participant to lodge a complaint
  • If a Participant wishes to lodge a complaint against any staff member, the Participant, or their chosen representative should make a formal or informal approach, to the CEO
  • If the complaint involves the Facilitator, the approach needs to be made to the Facilitation/Coaching Co-ordinator
  • If the complaint is lodged informally, the Facilitation/Coaching Co-ordinator will immediately clarify the matter in writing and forward a copy to the Participant and any chosen representative for confirmation
  • Any complaint and the process of its resolution will remain confidential between the parties involved
  • Facilitators or staff members of Think Perform, against whom a complaint is lodged, have the right to view the written complaint and access any evidence provided by the Participant. The staff member or Facilitator is entitled to present a defence against the complaint and may nominate a chosen representative to act on their behalf
  • The Facilitation/Coaching Co-ordinator will make every effort to resolve the complaint internally between the parties involved
  • If the complaint cannot be resolved internally, an independent Facilitator will be approached immediately to act as an impartial arbitrator
  • The Participant will be consulted about the selection of the independent arbitrator
  • Both the Participant and the Facilitator or staff member may nominate a chosen representative to act on their behalf in any subsequent discussions or arbitration.