Complaints and Assessment Appeals

All students, prospective students, facilitators and stakeholders who engage with The Benchmarque Group retain have the right to lodge complaints about the service received. Additionally, all students undertaking courses or training programs offered by The Benchmarque Group retain have the right to lodge appeals against decisions made by Benchmarque Group assessors.

Complaints

Complaints may be made in relation to services, trainers, assessors, staff or other students. A complaint may also formally request a review of decision including assessment decisions made by The Benchmarque Group or third party providing services on our behalf.

We would always encourage our participants to discuss their concerns with their trainer or our Business Manager in an attempt to resolve their concern. If the concern or issue cannot be resolved in initial discussions, we would encourage them to consider a formal complaint.

Formal complaints must also be submitted in writing via hardcopy or via email and directed to the attention of the CEO. The Benchmarque Group ensure at all times that the principles of natural justice and procedural fairness are adopted at every stage of the complaint and appeal process.

The complaints and assessment appeal policy will be made publicly available to all students, prospective students, staff and facilitators.

Following receipt of the complaint, The Benchmarque Group will respond personally to the individual within five (5) working days to acknowledge the complaint has been received.

The Benchmarque Group will then investigate the complaint within a period up to a maximum of ten (10) working days.

At the conclusion of the 10 day investigation period, The Benchmarque Group will provide a written report to the individual detailing the outcome. The Benchmarque Group will work to resolve the complaint to the satisfaction of all parties. In the event that the complaint cannot be resolved, an appropriate party independent of The Benchmarque Group and the complainant or appellant may be engaged in an attempt to resolve the complaint or appeal.

The participant can at any time contact the CEO and will be provided with an update of the progress of the report. This process is undertaken at no cost to the complainant.

Assessment Appeals

Students who undertake courses or training programs offered by The Benchmarque Group retain have the right to lodge complaints about the service received and to lodge appeals against decisions made by Benchmarque Group personnel.

Assessment Appeals are to be put in writing and addressed to the Education Manager, where possible we would encourage the participant to include all relevant supporting documentation.

Should The Benchmarque Group determine that re-assessment or moderation is required, we will engage a suitably qualified external assessor to assist with process. Investigation will be completed within a period up to a maximum of 10 working days. This process is undertaken at no cost to the student.

Unsatisfactory Outcome

If you are not satisfied with the outcome provided by The Benchmarque Group we would encourage you to consider lodging a complaint with ASQA via email to enquiries@asqa.gov.au or you can call the ASQA info line on 1300 701 801.

The Benchmarque Group will maintain a permanent record of all complaints and appeals and their outcomes and use the process to identify potential causes of complaints and appeals and takes appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence.