Cancellation Policies

1. Policy

1.1         If a client has a complaint that they wish to raise with Equine Assisted Therapy Australia they are encouraged to do so through the Complaints and Appeals procedure. Clients can lodge a complaint against any third-party providing services on Equine Assisted Therapy Australia’s behalf, or in relation to our trainers, assessors, fellow students or others.  Clients are also encouraged to appeal any Equine Assisted Therapy Australia decision if they feel they have valid grounds via the Appeals process as per this policy.  This includes assessment decisions.

1.2         Clients may lodge informal and formal complaints. Clients may also access Equine Assisted Therapy Australia internal and the external appeals process.

1.3         Equine Assisted Therapy Australia has a procedure for informal/ formal complaints and internal and external appeals processing/ handling.

1.4         All complaints and appeals lodged will be used for continuous improvement purposes.

1.5         The CEO is responsible for implementing this policy and reviewing its effectiveness in compliance with regulatory guidelines.

1.6         This policy will be implemented in compliance with the requirements of the Standards of Registered Training Organisations (RTO’s) 2015 Standard 6.

1.7         This policy and procedure applies to all Equine Assisted Therapy Australia clients and staff.

1.8         Clients right to access Australian consumer protection law and other legal remedies is not affected by this policy and procedure.

1.9         All clients are provided information on Equine Assisted Therapy Australia Complaints and appeals policy and procedure pre and post enrolment.

1.10       Clients may be accompanied and assisted by a representative at any time.

1.11       Clients’ enrolments are maintained whilst an internal complaint or appeal is in progress and the outcome has not been determined.

1.12       If there is any matter arising from a client complaint or appeal that is a systemic issue which requires improvement action this will be reported to Equine Assisted Therapy Australia management meeting as part of the continuous improvement process.

1.13       The client will incur no cost during the complaints and appeals process unless they seek external representation.

1.14       Complaints and appeals are taken seriously by Equine Assisted Therapy Australia and action is commenced within 7 days of receipt of a complaint or appeal. Equine Assisted Therapy Australia act upon the outcome of any complaint found to be substantiated. Appeals must be lodged within 20 working days of the decision of a complaint process or assessment result.

1.15       Clients are provided the opportunity to lodge their complaint or appeal in writing.

1.16       The principles of natural justice and procedural fairness are consistently applied when Equine Assisted Therapy Australia is implementing this policy and procedure.

1.17       Equine Assisted Therapy Australia encourages all parties to approach a complaint or appeal with an open view and to attempt to resolve problems in a fair, unbiased and equitable manner through discussion and conciliation.

1.18       All complaints and appeals will be handled professionally and confidentially in order to achieve a satisfactory resolution that is fair, unbiased and equitable to all parties.

1.19       Where a complaint or appeal cannot be resolved through discussion and conciliation, we acknowledge the need for an appropriate external and independent agent to review the process implemented by the Institute.

1.20       The following procedure outlines how clients will have their complaints and appeals processed.

Procedure

2. Informal Complaint Process – General Complaints

2.1         Clients are encouraged to approach any member of Equine Assisted Therapy Australia staff and make an informal complaint about any issue relating to their training. Clients can lodge a complaint against any a third-party providing services on Equine Assisted Therapy Australia’s behalf, or in relation to our trainers, assessors, fellow students or others.

2.2         Where possible staff members utilise advice, discussions, and general mediation in relation to the issue/ complaint. Staff members try and resolve the issue informally. All parties are encouraged to approach a complaint or appeal with an open view and attempt to resolve problems in a fair, unbiased and equitable manner through discussion and conciliation.

2.3         Any staff member can be involved in this informal process to resolve issues. Complainants will be forwarded a letter (by email or post) acknowledging the receipt of their informal complaint and a copy of this policy and procedure within 7 working days of Equine Assisted Therapy Australia receiving the informal complaint form.

2.4         Parties identified in the complaint will be notified in writing about the complaint (including details) and invited to respond in writing to present their side of the matter.  Equine Assisted Therapy Australia gives all parties every opportunity to present their point of view/ position during this process and try to resolve the issue to the satisfaction of the complainant where possible.

2.5         Staff members refer clients to the RTO manager if they feel they cannot or it is not appropriate for them to try and resolve the complaint/ issue. The RTO manager may seek advice from or delegate the handling of the complaint to Equine Assisted Therapy Australia’s RTO Consultant.

2.6         Staff may arrange a future meeting with the client if further investigation is required.

2.7         If the complaint is against RTO manager another member of staff should be approached and deal with the complaint.

2.8         The outcome of the informal complaint should be communicated to the client within 10 working days of lodgement.

2.9         Clients who are not satisfied with the outcome of the informal process are encouraged to lodge a formal complaint.

2.10       All staff members should log informal complaints and outcomes in the complaints & appeals register for continuous improvement purposes.

3. Formal process – General Complaints

3.1         Clients are encouraged to approach any member of Equine Assisted Therapy Australia staff and make a formal complaint about any issue relating to their training. Clients can lodge a complaint against any a third-party providing services on Equine Assisted Therapy Australia’s behalf, or in relation to our trainers, assessors, fellow students or others.

3.2         If dissatisfied with the outcome of the informal complaints process, clients should complete the Complaints & Appeals form (with assistance from the RTO manager if required).

3.3         Clients should lodge formal complaints using the Complaints & Appeals form located in the Client information handbook or by request from mail to: eata@eata.net.au

3.4         Complaints & Appeals forms are to be submitted to: RTO manager, Equine Assisted Therapy Australia, 309 Petsch Creek Road, Tallebudgera Valley QLD 4228 or e-mail: eata@eata.net.au

3.5         If the complaint is against a particular training, another member of staff will deal with the complaint. In this instance submit the complaint form to Equine Assisted Therapy Australia, 309 Petsch Creek Road, Tallebudgera Valley QLD 4228 or e-mail: eata@eata.net.au

3.6         Complainants will be forwarded a letter (by email or post) acknowledging the receipt of their formal complaint and a copy of this policy and procedure within 7 working days of Equine Assisted Therapy Australia receiving the formal complaint form. Equine Assisted Therapy Australia processes the complaint/ appeal within 15 working days of lodgement.

3.7         Parties involved in the complaint will be notified in writing about the complaint (including details) and invited to respond in writing to the complaint. Equine Assisted Therapy Australia gives all parties every opportunity to present their point of view/ position during this process and try to resolve the issue to the satisfaction of the complainant where possible.

3.8         RTO manager (or another staff member) will investigate the complaint and liaise with appropriate staff (if/ when appropriate) to ensure all the facts are considered prior to making any decision. All parties are encouraged to approach a complaint or appeal with an open view and attempt to resolve problems in a fair, unbiased and equitable manner through discussion and conciliation.

3.9         If appropriate the RTO manager may seek advice from staff in the handling of the complaint.

3.10       If appropriate the RTO manager may seek advice from or Equine Assisted Therapy Australia’s RTO Consultant in the handling of the complaint.

3.11       If appropriate the RTO manager may implement Equine Assisted Therapy Australia’s Critical Incident policy if they believe the issue meets the criteria to be deemed so.

3.12       The RTO manager may delegate the handling of the complaint to or Equine Assisted Therapy Australia’s RTO Consultant if appropriate.

3.13       The RTO manager may arrange a meeting with the client during the investigation process if appropriate. Other parties identified in the complaint/ allegations may attend the meeting.

3.14       If a meeting is initiated the RTO manager and will attend the meeting and provide the complainant an opportunity to present their side of the matter.

3.15       Meeting minutes will be taken and made available to all parties.

3.16       Clients’ have the right to seek advice from and be represented by external parties at any time during the complaints and appeals process. The cost of this will be borne by the client.

3.17       At any meeting the client has the opportunity to submit and discuss any evidence in support of their complaint.

3.18       The RTO manager will consider all evidence from the client, and/ or other parties’ and/ or Equine Assisted Therapy Australia prior to coming to any decision.

3.19       The RTO manager will clarify evidence/ information to ensure they fully understand all aspects of the issue.

3.20       On reviewing the evidence, the RTO manager will attempt to negotiate a resolution to the issue/ complaint. The RTO manager will approach the resolution with an open view and to attempt to resolve problems in a fair, unbiased and equitable manner through discussion and conciliation.

3.21       The RTO manager notifies the client in writing of Equine Assisted Therapy Australia’s decision within 3 working days of the decision being made. This will include reasons for the decision.

3.22       Clients are notified of their right to appeal any decision within 20 working days of receiving notification if they are not satisfied with the outcome of the process. They are also notified how to access the process.

3.23       All formal complaints and outcomes are recorded in the Complaints and Appeals Register. If appropriate the continuous improvement register will be updated.

3.24       If a client’s complaint is substantiated through this process the RTO manager will take immediate corrective action.

3.25       All relevant documentation relating to the complaint is stored in the client’s file.

3.26       If the complainant is unsatisfied with the outcome of the formal complaint process they may access Equine Assisted Therapy Australia internal appeals processes. The internal appeals procedure is outlined below.

4. Internal appeals process – General appeals

4.1         If clients are not satisfied with an Equine Assisted Therapy Australia decision they may appeal by accessing the appeals process. All parties are encouraged to approach the appeal with an open view and attempt to resolve problems in a fair, unbiased and equitable manner through discussion and conciliation. Clients can lodge an appeal against decision made by Equine Assisted Therapy Australia, any third party providing services on Equine Assisted Therapy Australia’s behalf, or in relation to our trainers/ assessor’s decisions.

4.2         The client will not incur costs when accessing the internal appeals process unless they seek representation.

4.3         General appeals may be made in relation to the situations identified in clauses 4.4 and 4.5 of this procedure.

4.4         The outcome of a formal complaint.

4.5         The outcome of action being brought against the client for breaching the code of conduct or a decision made by Equine Assisted Therapy Australia that impacts the client.

4.6         Clients must have reasonable grounds for an appeal and include all supporting evidence with the Complaints & Appeals form.

4.7         The RTO manager can assist clients with completing the Complaints and Appeal form (or another staff member if the appeal is against a decision taken by the RTO manager).

4.8         Equine Assisted Therapy Australia is not able to assist clients in establishing if they have reasonable grounds for an appeal.

4.9         Clients’ have the right to seek advice from and be represented by external parties at any time during the appeals process. The cost of this will be borne by the client.

4.10       If the appeal is in relation to the RTO manager and/ or her/his decisions another member of staff or Equine Assisted Therapy Australia’s RTO Consultant will deal with the process.

4.11       If the appeal is lodged as a result of the outcome of a complaint, the staff member who dealt with the complaint will not handle the appeal.

4.12       Clients must lodge an appeal within 20 working days of being notified by Equine Assisted Therapy Australia of any decision they wish to appeal.

4.13       Clients must lodge appeals using the Complaints & Appeals form located in the Client information handbook.  Clients will be forwarded a letter (by email or post) acknowledging the receipt of their appeal and a copy of this policy and procedure within 2 working days of Equine Assisted Therapy Australia receiving the Complaints and appeals form.

4.14       Complaints & Appeals forms are to be submitted to: RTO manager, Equine Assisted Therapy Australia, 309 Petsch Creek Road, Tallebudgera Valley QLD 4228 or e-mail eata@eata.net.au. If the appeal is against a decision undertaken by the CEO the appeals form is still to be forwarded to the RTO manager. The RTO manager will pass the form and evidence onto another member of staff or Equine Assisted Therapy Australia’s RTO Consultant will deal with the process.

4.15       The appeals process will commence within 3 working days of lodgement and the outcome communicated to the client within 20 working days of lodgement. On receiving an appeal Equine Assisted Therapy Australia will arrange a meeting to take place and inform the client in writing. Other parties involved in the appeal will be notified in writing about the appeal (including details) and invited to respond in writing.  Equine Assisted Therapy Australia gives all parties every opportunity to present their point of view/ position during this process and try to resolve the issue to the satisfaction of the appellant where possible.

4.16       The client and representative (if requested), the RTO manager (or delegate if the appeal is against the RTO manager’s decision) will attend the meeting.

4.17       Staff handling the appeal provide all parties every opportunity to present their case during this process and try to resolve the issue to the satisfaction of the client where possible.

4.18       Equine Assisted Therapy Australia considers all the evidence and liaises with appropriate staff if necessary to ensure all the facts are considered prior to making any decision.

4.19       If appropriate Equine Assisted Therapy Australia staff may seek advice from other staff or Equine Assisted Therapy Australia’s RTO Consultant.

4.20       If appropriate staff may implement Equine Assisted Therapy Australia Critical Incident policy if they believe the issue meets the criteria to be deemed so.

4.21       Equine Assisted Therapy Australia representatives will clarify evidence/ information to ensure they fully understand all aspects of the issue/ s.

4.22       All evidence will be reviewed in a fair, unbiased, equitable and impartial manner in coming to a decision.

4.23       Minutes of the meeting will be taken including the outcome of the appeal. This will also include the reasons for the decision. The minutes will be signed by all present.

4.24       Equine Assisted Therapy Australia staff discusses the reasons for the decision with the appellant.

4.25       If the outcome is in favour of the client Equine Assisted Therapy Australia will immediately commence corrective/improvement action.

4.26       Clients are forwarded written confirmation of the outcome the next business day. The letter details the reasons for the decision and informs the client of their right to access the external appeals process within 20 working days of receipt of the letter (if appropriate). Information on how to access this process is also provided.

4.27       The complaints and appeals register is updated. The continuous improvement register may also be updated.

4.28       All evidence will be placed in the clients file.

4.29       There are no further avenues within Equine Assisted Therapy Australia for complaints or appeals after the internal appeals process has been completed, however an external appeals process is available to clients.

4.30       Details of the external appeals process and how clients may access it are outlined below.

4.31       Clients may also seek to pursue a legal route if they feel unsatisfied with the outcome. Costs of any legal action incurred by the client are to be met by the client.

5. Internal appeals process – Assessments

5.1         The client will not incur costs when accessing the internal appeals process unless they seek representation.

5.2         If a client feels they have been unfairly assessed or there are circumstances that impacted their performance they may appeal an assessment decision.

5.3         Clients should approach their assessor in this case outlining the reasons for their appeal.

5.4         If the assessor feels there are reasonable grounds for the appeal he will decide to re-assess the client.

5.5         The assessor will document this process along with the outcome in the complaints and appeals register. All supporting documentation should also be placed in the clients file.

5.6         If the assessor decides to refuse the client an opportunity for re-assessment, the client may lodge a formal appeal by submitting a complaints and appeal form. The client must provide reasons for the appeal along with any supporting evidence.

5.7         Complaints & Appeals forms are to be submitted to: The RTO manager, Equine Assisted Therapy Australia, 309 Petsch Creek Road, Tallebudgera Valley QLD 4228 or e-mail: admin@eata.net.au

5.8         The RTO manager (or another staff member if the RTO manager was the assessor who made the initial judgement) will deal with this process. Clients will be forwarded a letter (by email or post) acknowledging the receipt of their appeal and a copy of this policy and procedure within 2 working days of Equine Assisted Therapy Australia receiving the Complaints and appeals form.

5.9         The RTO manager (or delegate) reviews all the supporting documentation and discusses the situation with the assessor and client. A decision will be made after all the evidence has been considered. Other parties involved in the appeal will be notified in writing about the appeal (including details) and invited to respond in writing.  Equine Assisted Therapy Australia gives all parties every opportunity to present their point of view/ position during this process and try to resolve the issue to the satisfaction of the appellant where possible.

5.10       The RTO manager (or delegate) will invite the client and other party/ies to attend a meeting and present their evidence (if appropriate). All parties are encouraged to approach the appeal with an open view and attempt to resolve problems in a fair, unbiased and equitable manner through discussion and conciliation. The RTO manager (or delegate) will also review all evidence in an impartial manner. If the RTO manager (or delegate) decides that the clients appeal be upheld the following will apply.

5.11       The assessment submission in question will be marked again by the assessor or an additional opportunity to demonstrate competency provided to the student or another assessor will mark the submission or another assessor will provide an additional opportunity for the student to demonstrate competency (the relevant factors impacting the appeal and circumstances will be considered in deciding on the most appropriate course of action).

5.12       Equine Assisted Therapy Australia will document this process along with the outcome in the complaints and appeals register. All supporting documentation should also be placed in the clients file.

5.13       The client will be awarded the grade that gives them the most favourable outcome between the two submissions.

5.14       If the clients appeal is refused he/she will be sent written notification of the outcome within two working days of the decision being made. This will also include reasons and details for the decision. The letter will also inform the client of their right to access the external appeals process and how to do so.

5.15       Clients can only appeal an assessment decision once.

5.16       If clients are dissatisfied with the outcome of the internal appeals process they may access the external appeals process. Details of this procedure and how to access it are outlined below.

5.17       Clients may also seek to pursue a legal route if they feel unsatisfied with the outcome. Costs of any legal action incurred by the client are to be covered by the client.

6. External appeals process

6.1         External appeals may only be lodged if a client thinks Equine Assisted Therapy Australia has not followed this Complaints and Appeals policy and procedure. Clients can lodge an external appeal against any decision made by a third party providing services on Equine Assisted Therapy Australia’s behalf, its trainers, assessors or others.

6.2         Clients may access the external appeals process with The Resolution Institute, email; infoaus@resolution.institute, phone 1800 651 650 or website www.resolution.institute.

6.3         Clients must lodge external appeals using the Complaints & Appeals form located in the Client information handbook or available fromeata@eata.net.au.

6.4         Complaints & Appeals forms are to be submitted to: The RTO manager, Equine Assisted Therapy Australia, 309 Petsch Creek Road, Tallebudgera, 4228, QLD or via e-mail to admin@eata.net.au. Clients will be forwarded a letter (by email or post) acknowledging the receipt of their appeal and a copy of this policy and procedure within 2 working days of Equine Assisted Therapy Australia receiving the Complaints and appeals form.

6.5         Equine Assisted Therapy Australia will forward all external appeals with The Resolution Institute within two working days of lodgement.

6.6         The Resolution Institute will advise the client that in general, the purpose of the external appeals process is to determine whether Equine Assisted Therapy Australia has followed its internal complaints and appeals policy and procedure.

6.7         The Resolution Institute will not review the evidence or make a decision in place of the one made by Equine Assisted Therapy Australia.

6.8         Clients will not incur costs in accessing the external appeals process unless they seek external representation.

6.9         All documentation is placed in the clients file.

6.10       The Resolution Institute will provide a written statement of the outcome including reasons and details for the decision to the appellant and Equine Assisted Therapy Australia at the completion of the external appeals process.

6.11       If the outcome of the external appeals process results in a decision favouring the client, Equine Assisted Therapy Australia will immediately implement any corrective action, decision or measures required as indicated in the written response provided by the external appeals body. The client will be advised as to the course of action taken by Equine Assisted Therapy Australia as per The Resolution Institute advice.

6.12       The client will be contacted within 24 hours of receiving notification from The Resolution Institute of the decision.

6.13       The client may access and receive the outcome of only one external appeal.

7. Extending the duration of the Complaints and/ or appeals process

7.1         If Equine Assisted Therapy Australia considers that due to the nature of the complaint or appeal that more than 60 days are required to process the complaint or appeal the following will apply:

• Equine Assisted Therapy Australia will inform the complainant or appellant in writing, including reasons why more than 60 calendar days are required.
• During the period of processing the complaint of appeal Equine Assisted Therapy Australia will regularly update the complainant or appellant in writing on the progress of the matter.

8. Continuous Improvement

8.1          Information collected during the complaints and appeals process will be securely stored and used for continuous improvement purposes.

8.2         All records and information collected will be stored in a locked office. Hardcopy records in a locked filing cabinet, and soft copy records on a PC that is password protected.

8.3         Soft copy data is backed up on and off site

8.4         As part of the continuous improvement process, information gained during the processes will be analysed, and appropriate action will be taken to eliminate or mitigate the likelihood of the issues reoccurring.

Further information

Equine Assisted Therapy Australia’s Complaints and Appeals policy and procedure in no way effects the clients’ right to access consumer affairs legislation and legal representation.

Clients also have the right to contact the VET regulator if they are dissatisfied with the complaints and appeals process and lodge a complaint against Equine Assisted Therapy Australia.

National VET Regulator
Australian Skills Quality Authority
Web: www.asqa.gov.au
Email: enquiries@asqa.gov.au
Phone: 1300 701 801

Complaints and Appeals Form

Clients who wish to submit a complaint or appeal can do so by emailing admin@eata.net.au for a complaints and appeals form.