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Disputes and Resolutions

SDS Training and Security has a defined and transparent disputes and resolutions process based on the principles of natural justice and fairness that will ensure student's disputes and resolutions are addressed effectively and efficiently.

 

SDS Training and Security’s disputes and resolutions policy ensure students and clients understand their rights and the responsibilities of the RTO.

 

SDS Training and Security strives to ensure that each student is satisfied with their learning experience and outcome.

 

In the unlikely event that this is not the case, all students have access to rigorous, fair and timely dispute and resolution processes which are outlined in this section of the policy and procedures document.

 

Any disputes or resolutions will be reviewed as part of the continuous improvement process and where corrective action has been highlighted, it will be implemented as a priority.

Disputes policy

A disputes procedure is available to all persons wishing to make a dispute, resolution or any other manner of objection concerning the conduct of SDS Training and Security. The disputes procedure will address both formal and informal disputes. All formal disputes must be submitted in writing to SDS Training and Security management and will be heard and addressed, including a response to the aggrieved person, within five (5) working days of receipt.

 

SDS Training and Security management will maintain a dispute register to document the course of action and resolution of all formal disputes. All disputes substantiated by the disputes procedure will be reviewed as part of SDS Training and Security’s continuous improvement procedure.

 

It is the responsibility of SDS Training and Security management to ensure adherence to the dispute procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the disputes procedure and supply of dispute forms.

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If the student is still not satisfied with the resolution of the dispute after following and exhausting the disputes procedure, the student may contact ASQA and lodge a written dispute via the online disputes form.

Resolutions Policy

The SDS Training and Security resolutions process is concerned with a student’s right to request a change to decisions or processes of an official nature, usually concerning academic or procedural matters.

 

In the case of a student’s resolution against specific assessment decisions, the student should first discuss the decision(s) with the relevant trainer or assessor and request re-evaluation. The trainer or assessor will hear the student’s resolution, make a fair judgement to the best of their ability as to whether the change(s) are required and then discuss their final decision with the student.

 

If the student is still dissatisfied with the trainer or assessor’s decision, they have the right to take the resolution to the management team. The formal notice of the resolution is required to comply with the following principles upon submission to management:

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  • The notice of resolution should be in writing, addressed to SDS Training and Security for referral to the management team and submitted within five (5) days of notification of the outcome of the trainer or assessor’s re-evaluation process.

  • The notice of resolution must be submitted within the specified timeframe otherwise the original result will stand. If a student’s resolution needs to be deferred due to emergency circumstances, such as in the case of serious illness or injury, a medical certificate supporting the case must be forwarded to management. The notice of deferral must be submitted within three (3) working days of the conclusion date displayed on the medical certificate.

 

It is the responsibility of SDS Training and Security management to ensure adherence to the resolution procedure and that resolution is sought in all reasonable circumstances. This includes informing and assisting students with the resolution procedure and supply of resolution forms.

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All resolutions will be reviewed at the monthly management meeting and, if appropriate, result in a continuous improvement process.

 

If the student is still not satisfied with the resolution of the dispute after following and exhausting the resolutions procedure, the student may request SDS Training and Security to refer the matter to an independent third party.

Disputes / Resolutions Procedure

All persons wishing to make a dispute, resolution or any other manner of objection concerning the conduct of SDS Training and Security have access to the following procedure:

 

Informal dispute / resolution:

  • An initial dispute or resolution will involve the student communicating directly with SDS Training and Security verbally or by other appropriate means. SDS Training and Security management will make a decision, discuss their judgement with the student and record the outcome of the dispute or resolution.

  • Students dissatisfied with the outcome of SDS Training and Security’s decision may initiate the formal dispute procedure.

 

Formal dispute / resolution:

  • It is normal procedure that all formal disputes proceed only after the initial informal dispute or resolution procedure has been finalised.

  • The formal dispute or resolution is to be submitted in writing, and the procedure and outcome recorded by SDS Training and Security management

  • On receipt of a formal dispute, the CEO will convene the dispute committee to hear the dispute

  • The dispute committee will consist of a panel of members with no previous involvement or vested interest in the outcome of the particular dispute or resolution. Members of the committee should include:

    • A representative of SDS Training and Security management

    • An SDS Training and Security staff member

    • A person independent of SDS Training and Security (i.e. Tony Feagan of Wheretofromhere)

      • The complainant/appellant shall be given an opportunity to present the case to the committee and may be accompanied by one (1) other person as support or as a representation.

      • The staff member(s) involved shall be given an opportunity to present their case to the committee and may be accompanied by one (1) other person as support or as a representation.

      • The dispute committee will reach a decision on the dispute or resolution after consideration of each case presented.

      • The dispute committee will inform all parties involved of the outcome in writing within five (5) working days of making the decision.

 

Delayed processes

In the unusual circumstance where SDS Training and Security considers more than sixty (60) calendar days are required to process and finalise the dispute or resolution, SDS Training and Security will inform the complainant or appellant in writing, including reasons why more than sixty (60) calendar days are required.

In line with the importance that SDS Training and Securityplaces on open and transparent processes and communication, the complainants or appellant will be regularly updated on the progress of the matter.

Record and Review

Both the disputes and resolutions policies of SDS Training and Security highlight the importance of accurate documentation through the maintenance of records of all processes and outcomes.

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All disputes and resolutions will be reviewed at SDS Training and Security monthly management meetings. Continuous improvement procedures may be actioned when the dispute/resolution procedure results in the identification of factors appropriate for improvement to internal operations. When the initial causative factor of the dispute identifies a problem with current SDS Training and Security policies and/or procedures, the continuous improvement procedure will ensure changes are made to prevent the reoccurrence of the problem.

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