Page 9 - AWCI Learner Handbook

addressed in an expedient and professional manner. At all times the complainant will be treated with respect and without prejudice.
If a learner or employer has a complaint relating to any services provided by AWCINSW, the complainant should
1. Complete a Complaints and Appeals form available by contacting AWCINSW on 02 9891 6188. or download a Complaints and Appeals form from www.nsw.awci.org.au
2. Forward the completed form to the AWCINSW CEO at PO Box 450 Parramatta 2150 NSW or by email to awci_nsw@bigpond.net.au within 7 days of issue or download.
3. The CEO will communicate with the complainant to resolve the issue.
4. In the case of the issue being un-resolved, AWCINSW will engage Mr Irving Warren from BISCO NSW to mediate between AWCINSW and the complainant.
5. A record of the outcome of the above will be made and kept on file at AWCINSW.
If the complaint is regarding an assessment outcome, the learner or employer should follow the Assessment Appeals Procedure as set out on page 16 of this handbook:
Language, Literacy & Numeracy (LLN) Support. AWCINSW have a Language Literacy and Numeracy Policy. For the purpose of identifying special learning needs, a basic LLN screen will be necessary for all learners at enrolment into a qualification. Where possible, AWCINSW will endeavor to support LLN needs within the capabilities of the RTO by tailoring learning and assessment programs to enable a positive outcome for the learner. Where AWCINSW deem a learner is unlikely to be able to complete training due to the learners LLN skills, AWCINSW will provide the Learner with external support contacts. It will be at the discrepancy of the Learner to pursue these options.
Flexible Delivery and Assessment
AWCINSW Learner Handbook 03/18/V. 1 - 9 -