Complaints and Appeals
POLLARD INSTITUTE maintains a fair and transparent process for handling complaints and appeals.
If you have a complaint about the services provided by the Institute, or about any aspect of training and assessment then please, in the first instance, approach your trainer and voice your concern. If the trainer can not address the issue, or if you do not feel comfortable in approaching your trainer, then please feel free to complete a Customer Complaint Form, available at Client Services, or telephone Client Services on (03) 9948 9447 and simply lodge your complaint by phone.
Appeals, lodged against an assessment result or against an application for RPL must be in writing addressed to:
Client Services
POLLARD INSTITUTE
Suite 9, Level 1, 30 English Street
ESSENDON FIELDS, 3041
In either case, Client Services will log your complaint/appeal into the Institute's Complaints database and email you a confirmation within 24 hours.
The Institute will investigate all complaints and try to resolve yours to your satisfaction. We are committed to the continual improvement of the quality of our service and invite students and clients to inform us if their needs have not been met.
In the unlikely event that Management can not resolve your complaint, Client Services will refer the complaint to The Training Exchange as an independent mediator for resolution.
If you fail to gain a successful resolution through this process there are state and territory registering bodies with whom you can lodge a complaint or in extreme situations you can telephone the National Training Complaints Hotline on 1800 000 674
Challenging the course content:
The Australian National Training Authority (ANTA) provides outlines of the various courses including the required elements to be covered under each module but, in putting the class content in place, our course designers use their own experience and knowledge to fill in the information to be included in each element. Where a student believes that it is this added complexity which has stretched them beyond their capability, and that the complexity is not necessary for achievement of the ANTA competencies, they have the right to challenge this course content.
Client Services in conjunction with the Institute's Senior Management will review this challenge and categorise the challenged course content into one of three categories.
1. Necessary for the completeness of the course and assessable.
2. Necessary for the completeness of the course but not assessable
3. To be removed from the course entirely.
The student will be advised in writing of the decision within 30 working days.
(Reference: Pollard Institute Student Handbook)