Complaints and Appeals Policy

Appeal is a request to review a decision made by CAPSTONE, including assessment outcomes or complaints resolution.

CAPSTONE refers to THE BALLARAT ACADEMY PTY LTD, trading as CAPSTONE INSTITUTE OF AUSTRALIA.

Complaint is an expression of dissatisfaction with any aspect of CAPSTONE’s services, staff, trainers/assessors, third parties, or operations.

Feedback refers to positive or constructive comments provided by students, staff or stakeholders about CAPSTONE’s services, staff, trainers/assessors, third parties, or operations.

Informal Resolution refers to an initial attempt to resolve concerns without submitting a formal complaint.

Outcome Report refers to a document (or email) that outlines the findings and decisions following the investigation of a formal complaint or appeal.

1. Informal Resolution of Issues

  • Attempts to resolve the issues directly with the person raising it.
  • If resolved = No further action needed.
  • If not resolved = Proceed to formal complaint.

2. Formal Complaint or Appeal
Submit the Complaints and Appeals Form (available at reception or by email).

  • Attach any supporting evidence.
  • Submit to the Student Services (for non-academic matters) or the Academic Support (academic matters).

3. Acknowledgement

  • You will receive a written acknowledgment within 3 working days of its lodgment.
  • Your complaint/appeal is recorded and sent to a manager for investigation.

4. Investigation & Outcome
The manager:

  • Commences investigation within 10 working days of it being made
  • Reviews evidence and interviews involved parties.
  • Reaches a decision within 20 working days of acknowledging the complaint (or longer for complex cases) and prepares an Outcome Report or provides the outcome via email.

You will receive:

  • Outcome report (or email) within 2 working days of the decision.
  • Information about your right to an external review if not satisfied.

5. External Review (if not satisfied with the internal resolution)
You may contact:

CAPSTONE will cooperate fully with the external review process.