Registered Training Organisation

Complaints Handling

What is a complaint?

A complaint is generally negative feedback about services or people which has not been resolved locally. It may involve issues concerning:

  • Holy Family Services training or assessment services, its trainers, assessors or other staff;
  • a third party’s services provided on the Holy Family Services behalf, its trainers, assessors or other staff; or
  • a learner of Holy Family Services.

A complaint may be received by Holy Family Services 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.

Our full Complaints Handling Policy is available for download

Complaints Policy - March 2018.pdf

Complaints and Appeals Form OCT16-1.pdf


Making a complaint?

Any student, third party or other may submit a formal complaint to Holy Family Services RTO. All complaints will be treated with integrity and privacy. There is no cost to lodge an appeal, unless referred to a third party. To lodge an appeal please download the Complaints Form and email to Holy Family Services RTO administration. Once an appeal is received will be dealt with by the RTO Manager in the first instance. All received complaints will be entered into our Complaints and Appeals register to be contained and updated throughout the complaints procedure.

Holy Family Services is committed to providing a fair and transparent complaint handling process.