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.
All complaints shall follow the below procedure:
All appeals shall follow the below procedure:
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.
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:
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:
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:
The following types of sensitive information may also be collected and held:
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:
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)
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:
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:
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:
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:
In cases where we refuse to update personal information, RSFA will:
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.
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.
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.