Smart & Skilled Subsidised Learning

Course Eligibility

Students must provide at least ONE piece of evidence for EACH eligibility category that applies:

*Additional requirement for an Aboriginal or Torres Strait Islander Person who lives in specific defined interstate NSW border areas – Must provide evidence of living location (Any Commonwealth or NSW Government issued document).

Once a student has completed an Enrolment Form, Strategix will notify the Department through the Notification of Enrolment Process (see below). Eligibility for funding can only be determined once a student has passed through the Notification of Enrolment Process. Please note: The Notification of Enrolment process must not be concurrently completed for the same qualification and/or the same units of competency for the same or other qualification(s).

If at any stage you wish to discontinue your training, you must formally notify Strategix through:

• Traineeships: Must complete the Department’s Cancellation of an apprenticeship or traineeship

• Non-Traineeships: Contact us or email detailing the reasons why.

This policy focuses on the management of all informal and formal complaints and appeals. Each are defined as follows:

• Informal Complaint – A concern, problem or issue that may in the first instance be resolved by discussion with the person or people most directly involved

• Formal Complaint – An informal complaint which has not been resolved and has been escalated by the complainant (in writing) as a Formal Complaint

• Appeal – A request to management for a review of a decision. This may be either an Academic Appeal of an assessment outcome or a General Appeal of a decision made. If a student wishes to appeal an outcome of their assessment they may do so as per the procedure.

If the student chooses to access the complaints and appeals processes as per this policy and procedure, Strategix will maintain the student’s enrolment while the complaints and appeals process is ongoing. A complainant may withdraw their complaint or appeal at any stage.

Students who lodge a complaint or appeal are required to maintain standard attendance and progression requirements throughout the complaints and appeals process. The general principles that must be applied to all stages of this procedure are:

• The complainant and respondent must be given the opportunity to present their case at each stage of the procedure at minimal or no cost

• Each party may be accompanied or assisted by a support person at any stage

• The complainant and the respondent must not be discriminated against or victimised

• A copy of all student correspondence and notes must be recorded on aXcelerate under the note type; ‘Enquiry – Complaints and Appeals’*

• For a complaint made by a staff member, a copy of all correspondence and notes must be recorded on the staff HR file (not aXcelerate)

• The complainant is given a written statement of the outcome of the appeal, including the reasons for the outcome

• All other parties who have used this procedure will have access to the records relating to the complaint (available on request in writing), otherwise all records will be kept confidential.

*If the individual does not currently have a profile in aXcelerate, a profile is to be created for the purpose of recording/handling and future reference of the complaint.

Persons attending to complaints must identify and report any situation where a conflict of interest exists. For example, family members, personal relationships, spouses, business relationships, etc. In these situations the attending person must exclude themselves from involvement.

At any stage in the process (initial contact to elevated stages) where a conflict of interest has been identified, an equivalently qualified and authorised person must assume responsibility to address the claim. Qualified and approved persons may include senior managers, departmental managers or senior team members.

All complaints and requests for an appeal must be acknowledged in writing and finalised as soon as practicable, the timeframes outlined below is the maximum time allowed for each part of the process.

*For an international student, the timeframes are mandated by the regulator and must be followed strictly (there is no adjustment allowed for these timeframes). For domestic students, when necessary due to the severity of a complaint or appeal, the time be adjusted as long as the following requirements from the standards are taken into consideration.

We will not report the international student through Provider Registration and International Student Management System (PRISMS) for unsatisfactory course progress or attendance until the international student has accessed the internal and external complaints handling and appeals process, and the decision or recommendation supports the registered provider.