Table of Content

1. Complaints & Appeal Policy
2. Privacy Policy
3. Refund Policy

Complaints & Appeal Policy

If a client has a complaint they are encouraged to speak immediately with the Trainer-Assessor to resolve the issue. If the complainant is not satisfied that the issue has been resolved they will be advised to contact the RSFA Office. RSFA administration staff will then investigate the complaint and advise the complainant of the outcome.

If the complainant is not satisfied with the outcome they may write to the RSFA Director, Dr. Sabine Boes, setting out in detail the issue of concern. This may lead to occasions where an industry-training representative may be invited to act as an objective party in order to negotiate a satisfactory resolution.

Complaints Process

All complaints shall follow the below procedure:

1. Verbal or written complaint to the relevant Trainer-Assessor;
2. Verbal or written response as appropriate must be given to the complainant within 24 hours;
3. If not satisfied, complaint made in writing to Dr. Sabine Boes within five working days of the incident;
4. A written complaint sent to Dr. Sabine will constitute a formal complaint from the complainant;
5. Dr. Sabine may delegate responsibility for the resolution of the complaint;
6. In the case of a formal complaint, Dr. Sabine will initiate a transparent, participative investigation to identify the issues;
7. Assessment complaints will be processed in accordance with the Appeals Process.;
8. Where possible, complaints are to be resolved within 10 working days of the initial application;
9. Where this timeframe is not possible – where an interested party is absent, for example – Dr. Sabine will decide on a reasonable and achievable timeframe and convey this together with the reasons to the complainant.
10. In all cases the final conclusion will be assessed jointly by Dr. Sabine;
11. The complainant will be advised in writing of the outcome of their complaint;
12. If the complainant is not satisfied with the decision they have the option to seek outside assistance to pursue the complaint;
13. All complaints will be handled as Staff-In-Confidence and will not affect or bias the progress of the complainant in any current or future training.

Appeals Process

All appeals shall follow the below procedure:

1. Be made in writing within 5 days of notification of the assessment decision;
2. A written submission will constitute a formal appeal from the participant;
3. Dr. Sabine shall be informed of receipt of any appeal;
4. Dr. Sabine may delegate responsibility for the resolution of the appeal
5. In the case of an appeal, Dr. Sabine will initiate a transparent, participative process to deal with the issues at hand;
6. Appeals where possible are to be resolved within 10 working days of the initial application;
7. In all cases the final conclusion will be endorsed by Dr. Sabine;
8. The participant will be advised in writing of the outcome of their appeal;
9. If the outcome is not to the satisfaction of the participant, they may seek an appointment with Dr. Sabine or with the Managing Director;
10. If the participant is not satisfied with the decision they have the option to seek outside assistance to pursue the appeal;
11. All appeals will be handled as Staff-In-Confidence and will not affect or bias the progress of the participant in any current or future training.

Administration

All complaints and appeals will be discussed at Management Review Meetings for continuous improvement of the processes.

All Complaints and Appeals are to be held on file.

Privacy Policy

Rainbows Senior First Aid (RSFA) retains a record of personal information about all individuals with whom we undertake any form of business activity. RSFA must collect, hold, use and disclose information from our clients and stakeholders for a range of purposes, including but not limited to:

• Providing services to clients;
• Managing employees and training partners;
• Promoting products and services;
• Conducting internal business functions and activities; and
• Requirements of stakeholders.

As a registered training organisation (RTO), regulated by the Australian Skills Quality Authority (ASQA), RSFA is required to collect, hold, use and disclose a wide range of personal and sensitive information on clients and their participants enrolled in nationally recognised training programs. This information requirement is outlined in the National Vocational Education and Training Regulator Act 2011 and associated legislative instruments, in particular:

• Standards for NVR Registered Training Organisations 2012; and
• Data Provision Requirements 2012.

Individuals are advised that due to these legal requirements, RSFA discloses information held on individuals for valid purposes. The following types of personal information are generally collected, depending on the need for service delivery:

• Contact details;
• Employment details;
• Training Partner applications
• Educational background;
• Demographic Information;
• Course progress and achievement information; and
• Financial billing information.

The following types of sensitive information may also be collected and held:

• Identity details;
• Employee details & HR information;
• Complaint or issue information;
• Disability status & other individual needs;
• Indigenous status

RSFA will usually collect any required information directly from the individuals concerned. This may include the use of forms (such as registration forms, enrolment forms or service delivery records) and the use of web based systems (such as online enquiry forms, web portals or internal operating systems).

RSFA will use robust storage and security measures at all times. Information on collection is:

• As soon as practical, converted to electronic means;
• Stored in secure, password protected systems, such as financial system, learning management system and student management system; and
• Monitored for appropriate authorised use at all times. Only authorised personnel are provided with login information to each system, with system access limited to only those relevant to their specific role.

RSFA ICT systems are hosted in secure cloud-based environments, with robust internal security to physical server locations and server systems access. Virus protection, backup procedures and ongoing access monitoring procedures are in place. Destruction of paper based records occurs as soon as practicable in every matter, through the use of secure shredding and destruction services at RSFA office. RSFA undertakes secure destruction of personal information records as soon as possible after required use and storage periods have ended.

RSFA confirms all individuals have a right to request access to their personal information held and to request its correction at any time. In order to request access to personal records, individuals are to make contact with:

RSFA – Course Administrator
02-43561207 (O) | 0402 213 979 (M)
rainbowsseniorfirstaid@gmail.com

A number of third parties, other than the individual, may request access to an individual’s personal information. Such third parties may include employers, parents or guardians, schools, Governments and other stakeholders.

In all cases where access is requested, RSFA will ensure that:

• Parties requesting access to personal information are robustly identified and vetted;
• Where legally possible, the individual to whom the information relates will be contacted to confirm consent (if consent not previously provided for the matter); and
• Only appropriately authorised parties, for valid purposes, will be provided access to the information.

RSFA only uses or discloses personal information it holds about an individual for the particular primary purposes for which the information was collected, or secondary purposes in cases where:

• An individual consented to a secondary use or disclosure;
• An individual would reasonably expect the secondary use or disclosure, and that is directly related to the primary purpose of collection; or
• Using or disclosing the information is required or authorised by law.

If RSFA uses or discloses personal information in accordance with an enforcement related activity we will make a written note of the use or disclosure, including the following details:

• The date of the use or disclosure;
• Details of the personal information that was used or disclosed;
• The enforcement body conducting the enforcement related activity;
• If the organisation used the information, how the information was used by the organisation;
• The basis for our reasonable belief that we were required to disclose the information.

Correction of personal information

RSFA takes reasonable steps to correct personal information we hold, to ensure it is accurate, up-to-date, complete, relevant and not misleading, having regard to the purpose for which it is held.

On an individual’s request, RSFA will:

• Correct personal information held; and
• Notify any third parties of corrections made to personal information, if this information was previously provided to these parties.

In cases where we refuse to update personal information, RSFA will:

• Give a written notice to the individual, including the reasons for the refusal and the complaint mechanisms available to the individual;
• Upon request by the individual whose correction request has been refused, take reasonable steps to associate a statement with the personal information that the individual believes it to be inaccurate, out-of-date, incomplete, irrelevant or misleading;
• Respond within 14 calendar days to these requests

RSFA will take all reasonable steps to correct personal information in cases where we are satisfied that the personal information held is inaccurate, out-of-date, incomplete, irrelevant or misleading. This awareness may occur through collection of updated information, in notification from third parties or through other means.

Refund Policy

Rainbows Senior First Aid (RSFA) has a fair and equitable Refund Policy in place containing guidelines guaranteeing the refund of fees to course Participants under reasonable circumstances.

• No fee will apply where a minimum of 10 business days’ cancellation notice is given prior to the course date.
• A fee of 50% of the course cost will apply where between 5 and 9 business days notice is given prior to the course date.
• A fee of 100% of the course cost will apply where less than 5 business days notice is given prior to the course date.
• RSFA reserves the right to cancel or postpone a course to an alternative date. All registered Participants affected by such changes will receive a full refund or be offered the opportunity to transfer to the next available course program.
• No refunds will be made after the commencement of the course unless the Participant can provide a medical certificate or show extreme personal hardship. In this case, Transfer to another date may be possible at the discretion of RSFA management.

Cash Refunds

Cash refunds will only be given with a valid receipt showing the original form of payment as cash.

Credit Card Refunds

All credit card payment will be refunded back to the original credit card that training courses were paid for.