Employment, career development and training services
Bridging the Gap seeks to provide a fair, safe and effective environment for anyone to raise concerns, complaints and/or lodge an appeal. All complainants will be treated in a courteous and respectful manner and all functions and activity will occur in accordance with this policy. We commit to addressing concerns promptly and equitably at no cost to the complainant. Our staff will act with integrity, honesty, unbiased and with utmost professionalism at all times.
We engage in a process of continuous improvement and as such, will use the learnings from complaints to further refine and enhance our services and we will take appropriate corrective action to eliminate or mitigate the likelihood of reoccurrence.
If you would like to check Bridging the Gap’s Registered Training Organisation (RTO) status, the National Register, www.training.gov.au, lists all RTOs in Australia and the qualifications, courses, and units of competency they are registered to provide (i.e. their scope of registration). You can use the training.gov.au search function to confirm that Bridging the Gap is an RTO.
Once you have used training.gov.au, you can check Bridging the Gap’s scope of registration (select the ‘Scope’ tab to see the qualifications, courses and units of competency your provider is registered to deliver).
Bridging the Gap is committed to providing a quality service and achieving the highest standards of conduct. One of the ways we can continue to improve our service is by listening and responding to the views of our customers.
Bridging the Gap acknowledges the right of participants to complain and implement grievance procedures. We encourage informal raising of minor issues so they can be dealt with immediately where possible and not allowed to escalate.
We undertake to ensure procedural fairness and natural justice is adopted at every stage of the process; as such, the following will occur:
Please note that a complaint may be withdrawn at any time.
At the end of the complaints process, if a participant is still not satisfied with the outcome of their complaint they have the right to an external appeal. However, it should be noted that the participant will be responsible for any costs incurred as a result of an independent review and/or appeal process. An appeal involves an independent review of the decisions made, including assessment decisions.
To find out more, visit the Training Accreditation Council (TAC) website www.tac.wa.gov.au.
Specific Appeal Process against an RTO Assessment Decision