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Complaints & Appeals Process

In the unfortunate and hopefully unlikely event, that a student wishes to lodge a complaint or appeal of a decision made by RETA, their complaint / appeal will be handled in the following manner.

Company Details

Australia Company Number (ACN): 643 550 270

Australian Business Number (ABN): 5864 355 0270

Legal Company Name: Real Estate Training Australia Proprietary Limited

Trading Name: RETA

Postal Address: Level 9, Wyndham Building, 1 Corporate Court, Bundall QLD 4217

RTO Identification Number: 45971

Enrolled Student Cancellation & Refund Policy

Complaints and Appeals Process

Real Estate Training Australia is committed to providing quality training and assessment services to its learners. We recognise the importance of an effective complaints and appeals process to address concerns promptly and fairly. This document outlines the process for lodging and resolving complaints and appeals in compliance with the Australian Skills Quality Authority (ASQA) requirements.

This process applies to all learners, clients, staff, and other stakeholders associated with the organisation.

Definitions:

  • Complaint: An expression of dissatisfaction by a party about an action or lack of action.
  • Appeal: A request for a review of a decision or an outcome.

Responsibility: Real Estate Training Australia designates Shane Lowe - CEO, as the Complaints and Appeals Officer. The Complaints and Appeals Officer is responsible for receiving and managing complaints and appeals.

Lodging a Complaint or Appeal: Learners or stakeholders may lodge a complaint or appeal by completing the official Complaints and Appeals Form  (insert link to a page) available on the Real Estate Training Australia website or by contacting the Complaints and Appeals Officer directly. Anonymous complaints or appeals will also be accepted.

Receipt and Acknowledgment: Upon receiving a complaint or appeal, the Complaints and Appeals Officer will acknowledge receipt within five (5) business days. The acknowledgment will include information about the process and expected timelines.

Investigation: The Complaints and Appeals Officer will conduct an impartial investigation into the complaint or appeal. The investigation may involve gathering relevant evidence and consulting with relevant parties.

Resolution: The Complaints and Appeals Officer will aim to resolve the complaint or appeal within fourteen (14) business days. If resolution is not possible within this timeframe, the complainant will be provided with regular updates on the progress of the investigation.

Decision: The Complaints and Appeals Officer will make a fair and unbiased decision based on the evidence gathered during the investigation. The decision will be communicated in writing to the complainant within fourteen (14) business days.

External Review: If the complainant is not satisfied with the outcome, they have the right to seek an external review from an independent external body, such as the relevant State Ombudsman or the ASQA.

Record Keeping: All complaints and appeals, along with the corresponding investigations and decisions, will be documented and retained securely in compliance with ASQA requirements.

Continuous Improvement: Real Estate Training Australia will regularly review the complaints and appeals process to identify opportunities for improvement. Feedback from complainants will be used to enhance the effectiveness of the process.

This Complaints and Appeals Process is designed to ensure that all complaints and appeals are handled promptly, fairly, and in accordance with ASQA requirements. Learners and stakeholders are encouraged to use this process to express concerns and seek resolution.

Complaints & Appeals

Lodge your complaint or appeal a decision made by RETA via this link.
To utilise this form, persons must be logged-into their active email account.