Kangaroo Training Institute Pty Ltd is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information.
We have adopted the National Privacy Principles (NPPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The NPPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.
A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Federal Privacy Commissioner at www.privacy.gov.au.
What is Personal Information and why do we collect it?
Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, addresses, email addresses, phone and facsimile numbers.
This Personal Information is obtained in many ways including interviews, correspondence, by telephone and facsimile, by email, via our website www.kangarootraininginstitute.com.au and from third parties. We don’t guarantee website links or policy of authorised third parties.
We collect your Personal Information for the primary purpose of providing our services to you & marketing. We may also use your Personal Information for secondary purposes closely related to the primary purpose, in circumstances where you would reasonably expect such use or disclosure. You may unsubscribe from our mailing/marketing lists at any time by contacting us in writing.
When we collect Personal Information we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it.
Sensitive Information
Sensitive information is defined in the Privacy Act to include information or opinion about such things as an individual’s racial or ethnic origin, political opinions, membership of a political association, religious or philosophical beliefs, membership of a trade union or other professional body, criminal record or health information.
Sensitive information will be used by us only:
- For the primary purpose for which it was obtained
- For a secondary purpose that is directly related to the primary purpose
- With your consent; or where required or authorised by law.
Third Parties
Where reasonable and practicable to do so, we will collect your Personal Information only from you. However, in some circumstances we may be provided with information by third parties. In such a case we will take reasonable steps to ensure that you are made aware of the information provided to us by the third party.
Disclosure of Personal Information
Your Personal Information may be disclosed in a number of circumstances including the following:
- Third parties where you consent to the use or disclosure; and
- Where required or authorised by law.
Security of Personal Information
Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorized access, modification or disclosure.
When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.
Access to your Personal Information
You may access the Personal Information we hold about you and to update and/or correct it, subject to certain exceptions. If you wish to access your Personal Information, please contact us in writing.
Kangaroo Training Institute Pty Ltd will not charge any fee for your access request, but may charge an administrative fee for providing a copy of your Personal Information.
In order to protect your Personal Information we may require identification from you before releasing the requested information.
Maintaining the Quality of your Personal Information
It is an important to us that your Personal Information is up to date. We will take reasonable steps to make sure that your Personal Information is accurate, complete and up-to-date. If you find that the information we have is not up to date or is inaccurate, please advise us as soon as practicable so we can update our records and ensure we can continue to provide quality services to you.
Policy Updates
This Policy may change from time to time and is available on our website.
Privacy Policy Complaints and Enquiries
We shall readily and openly receive, manage and respond to allegations involving the conduct of:
- Our business, trainers, assessors or other staff; or
- A learner of our RTO.
We shall resolve all complaints and appeals in a fair, effective, transparent and efficient manner to ensure a minimum of disruption to our business without detriment to the Learner or complainant.
We shall not exclude any person from training for which they have paid while we investigate and respond to a complaint or appeal lodged by them or on their behalf.
We shall not subject a complainant or appellant to any harassment, coercion or other derogatory action while we investigate and respond to a complaint or appeal lodged by them or on their behalf.
We shall not charge a fee for the investigation and response to any complaint or appeal.
DEFINITIONS
INFORMAL COMPLAINT
A matter which has a minor impact on the services provided by our business, for which the complainant does not feel require significant action to resolve i.e. the air conditioning is too cold or not working.
FORMAL COMPLAINT
A matter which has a medium to significant impact on the services provided by our business, for which the complainant feels will require significant action to resolve and will severely impact on their training and its outcomes
APPEAL
An appeal is a request for the review of a decision in regards to:
- Assessment decisions made by our trainers; or
- Suspension or exclusion from our training.
LEVEL OF AUTHORITY FOR MANAGING COMPLAINTS AND APPEALS
INFORMAL COMPLAINTS AND APPEALS
Due to the nature and possible outcomes of informal complaints and appeals, the authority to deal with informal complaints and appeals is any person be it a trainer, assessor or other staff member.
It is generally expected and accepted that informal complaints and their outcomes will not be recorded.
FORMAL COMPLAINTS AND APPEALS
Due to the nature and possible outcomes on our business the authority to deal with formal complaints and appeals lies with the Training Manager.
INFORMAL PROCEDURE
The trainer, assessor or other staff member receiving an informal complaint will make all efforts to address the concerns of the learner or complainant through an informal exchange of information, with a view to clarifying and understanding the nature of the complaint and attempting to resolve the issues presented.
Once the nature of the complaint is found the trainer, assessor or other staff member is required to work with the learner or complainant to close the complaint with an agreed outcome.
If the outcome will incur a cost to our business, the Training Manager is to be notified for the expenditure to be approved and actioned.
FORMAL COMPLAINT AND APPEAL PROCEDURE
The learner or complainant will:
- Be required to submit their formal complaint or appeal in writing;
- Have an opportunity to present their case at each stage of the procedure; and
- Have the option of being accompanied or assisted by a third party (such as a family member, friend or counsellor) if they so desire.
At all stages of the process, discussions relating to complainants and appeals will be recorded in writing into the complaint register. All complaint should be store in google drive standard 6 folder sub folder no 52 Complaint record. Reasons and a full explanation in writing for the decisions and actions taken as part of this procedure will be provided to the Complainant and/or Respondent.
STAGE ONE
Formal complaints and appeals will be submitted in writing to the Training Manager on the approved form and will be placed in a manila folder.
The responsible officer, being the Training Manager, will then assess the complaint or appeal, investigate, determine the outcome and advise the learner or complainant in writing of their decision within 21 working days, including their right to access Stage Two of this procedure if they are not satisfied with the outcome of Stage One.
All documentation relating to the complaint or appeal including notes of the investigation are to be placed in the manila folder and forwarded for Review.
A copy of the final determination and original written complaint or appeal is to be placed in the learners file with recommendations for corrective action or improvement in service forwarded to the Director for action.
STAGE TWO
If the Complainant is not satisfied with Stage One outcomes, they may lodge an appeal in writing to the Director.
The complaint or appeal will then be determined by the Director (the Reviewer).
The Reviewer will conduct all necessary consultations with the complainant, respondent and any other relevant persons and make a determination of the appeal.
The complainant will be advised in writing of the outcome of their appeal, including the reasons for the decision, within 15 working days and advised of their right to access Stage Three of this procedure if they are not satisfied with the outcome of Stage Two.
All documentation relating to the complaint or appeal including notes of the investigation and review process are to be placed in the manila folder and placed in storage for 5 years.
A copy of the final determination and original written complaint or appeal is to be placed in the Learners file with recommendations for corrective action or improvement actioned by the Director.
STAGE THREE
If the learner or complainant is not satisfied with the outcome of Stage Two they must advise in writing that they are not satisfied with outcome of Stage Two and that they are escalating the matter to:
- Independent mediation at their own expense through a mediation service.
GENERAL PRINCIPLES
General principles applying to all stages of this appeal process which will be adhered to Kangaroo Training Academy, are:
- The Appellant and Respondent will have an opportunity to present their case at each stage of the process.
- The Appellant and Respondent have the option of being accompanied or assisted by a third party (such as a family member, friend or counsellor) if they so desire
- The Appellant and the Respondent will not be discriminated against or victimised
- At all stages of the process, discussions relating to conduct of the assessment and methods used to assess the student will be recorded in writing. Reasons and a full explanation in writing for the decisions and actions taken as part of this process will be provided to the Appellant and/or Respondent if requested.
- Records of all appeals will be kept for a period of 5 years. These records will be kept strictly confidential and stored off site in secure storage.
- The Appellant shall have access to this process at no cost during the time of the appeal process, but a minimal fee will be applied for access to records in storage after the process has completed.
CONTINUING LEARNERS
Whereby a learner makes a complaint or appeal, or another person makes a complaint or appeal on behalf of a learner, such learner shall not be excluded from any training or training related activities during the course of the investigation and subsequent reviews.
This does not apply to any complaint or appeal which is determined to be a non-complying complaint.
NON COMPLYING COMPLAINTS AND APPEALS
Any complaint or appeal which contains threats of violence or clearly identifies a breach of Australian Laws shall be deemed non - complying and will not be considered under the terms of this procedure. Further such threats or breach of Australian Law shall be reported to the most appropriate law enforcement agency.
TIMEFRAME FOR COMPLAINTS AND APPEALS
All written complaints and appeals including reviews are to be finalised within 60 calendar days of the date of complaint or appeal received.
In circumstances where we consider more than 60 calendar days are required to process and finalise the complaint or appeal, we will:
- Inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required; and
- Regularly update the complainant or appellant on the progress of the matter.
RECORDS OF FORMAL COMPLAINTS AND APPEALS
Records of all complaints and appeals will be kept for a period of 5 years. These records will be kept strictly confidential and stored in secure storage.
FOR Complaint please contact to following:
Address:- Unit 5/32 Meadow Avenue, Coopers Plains, QLD 4108
Office Time: 8:30 am – 5 pm Monday to Friday
Call us : 07 3198 2432 OR 0 480 040 215
Email: info@kangarootraininginstitute.com.au
