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STUDENT HANDBOOK

17. Complaints and appeals

What is a complaint?

A complaint is generally negative feedback about services, a fellow student or members of staff
which has not been resolved locally. A complaint may be received by MILCOM Institute in any
form and does not need to be formally documented by the complainant in order to be acted on.
Complaints may be made by any person but are generally made by students and/or employers.

What is an appeal?

An appeal is an application by a student for reconsideration of an unfavourable decision or finding
during training and/or assessment. An appeal must be made in writing and specify the particulars
of the decision or finding in dispute. MILCOM Institute treats all grievances seriously and at any
time, students can approach any staff member to discuss an issue.

MILCOM Institute’s Complaints and Appeals Process

MILCOM Institute’s Complaints and Appeals Process outlines the system and process available to
you as a student should you have a complaint or appeal.

18. Informal Complaint Process

A student with an issue, question or complaint may raise the matter with staff of MILCOM
Institute and attempt an informal resolution of the complaint. Students with an issue, question or
complaint can arrange a meeting to discuss the matter with one of the following staff members
who are responsible to try and resolve the issue, question or complaint with the learner:

• Trainer;
• Training Manager;
• State Manager.
The staff member will give the person against whom the complaint was made an opportunity to
reply to the complaint raised and then try and resolve the issue at the meeting or if required
investigate the matter and then arrange another meeting with the learner to discuss the outcome
of investigation and offer a solution if appropriate.

Students who are not satisfied with the outcome of their discussion of the complaint are
encouraged to register a formal complaint by:
• Obtaining a copy of the Learner complaint form which can be requested from the Training
Manager;
• Completing the Learner complaint form;
• Lodging the Learner complaint form with the State Manager.

Learners having difficulty completing the Learner complaint form should ask a trainer, the Training
Manager to assist them.
Once the Learner complaint form is lodged with the State Manager it will be dealt with as
described in the formal complaint process below.

MILCOM Communications Pty Ltd trading as MILCOM Institute RTO No. 6859 CRICOS Provider No. 03491G
Head Office: Unit 12/1866 Princes Highway Clayton VIC 3168 Phone: 1300 369 320 Email: training@milcom.edu.au
MILCOM Student Handbook | v4.0 | Last reviewed: May 2017 | Page 15 of 28