Complaints and Appeals Process

Pearson School of Floristry (PSF) aims to meet student needs and individual learning goals at all times and encourages an environment of open communication with the Trainers and Assessors , the Course Manager, the School Office and the Director of the school.

PSF seeks to prevent Complaints and Appeals by ensuring that students are satisfied with their program and its outcomes. In addition to their functional expertise, trainers are expected to be fair, courteous, and helpful in all dealings with students.

The circumstances and results of any complaint or appeal are analysed thoroughly by PSF for their implications and acted on appropriately so as to remove grounds for a complaint or appeal in the future.

Appeals Process

  1. In the first instance the student should talk directly with the assessor concerned to resolve the problem. This should be done within one week of receiving the result.
  2. If the matter is not resolved the next step is to contact the Course manager who will arrange the assessor or another fully qualified assessor to remark the assessment. This should be done within 14 days of the Course Manager receiving notice of the appeal.
  3. If the student is still not satisfied with the assessment outcome, the appeal should be put in writing within 7 days using the Appeals Form which is available from the School Office or on the Student Portal.
  4. On receipt of the Appeals Form a meeting with the Director is This meeting can be face to face or by phone and students can elect to have a representative present. A record of the meeting is kept including the reasons for appeal and the agreed proposed solution. Any investigation of matters raised is followed up and a response made within an agreed time-frame. Both parties are to sign this record of the meeting.
  5. If the matter is still unresolved, a mutually agreed, independent mediation body, will be assigned to examine the matter. The written decision of this body will be final and will be made within 60 days of the Complaint first being submitted. If the 60 day target cannot be met the complainant will be informed in writing giving reasons why more time is required and will then be given regular updates on the progress of the matter.

Complaint and Grievances Process

  1. Students are encouraged in the first instance to talk to the person involved; this might be the Trainer/Assessor, member of staff or another student. The Trainer/Assessor will make of notes of the concern and follow up with the Course manager.
  2. If the problem continues or is not easy to resolve informally a meeting with the Course Manager is This meeting can be face to face or by phone and students can elect to have a representative present. A record of the meeting is kept including the grievance and the agreed proposed solution. Any investigation of matters raised is followed up and a response made within an agreed time-frame. Both parties are to sign this record of the meeting.
  3. If the student is not satisfied with the above actions a written complaint can be made via email. In this instance, the complaint will be the handled by the Director, or delegate if the complaint refers to the Director.
  4. If the matter is still unresolved, a mutually agreed, independent mediation body, will be assigned to examine the matter. The written decision of this body will be final and will be made within 60 days of the Complaint first being submitted. If the 60 day target cannot be met the complainant will be informed in writing giving reasons why more time is required and will then be given regular updates on the progress of the matter.

Complaints and Appeals: Alternative Contacts

If in the instance of an Appeal or Complaint not being resolved by the above processes, the student will also be informed that there other avenues of complaint. These include:

  • NSW Department of Fair Trading for complaints regarding non-training issues such as disputes over refunds or charges.
  • The Australian Skills Quality Authority (ASQA) is the national regulator with regard to training and assessment delivery. They handle complaints that relate directly to RTO’s providing training and assessment processes that do not meet the Standards for Registered Training Organisations 2015. Details of their Complaints Process are available on their website.
  • Complaints to do with Smart and Skilled should be directed to:
    Phone: 1300 772 104
    Email: enquiries@smartandskilled.nsw.gov.au
    Online: enquiry/complaints form
  • WorkCover is the point of contact for any Work Health and Safety issue, they can be emailed on: contact@workcover.nsw.gov.au

Record Keeping

All Complaints and Appeals will be treated as confidential. They will be recorded in the Student Management System in the Student File and logged in our Complaints and Appeals Register with records of all communications and formal decisions attached. In the case of Assessment Appeal, copies of the Assessment, Outcome Results Records, and assessor feedback will also be kept.

Monitoring and Improvements

All complaints and appeals are used for to inform PSF’s Quality Assurance Process.  All Complaints and Appeals are tabled for discussion at Continuous Improvement Meetings to ensure systems and processes are developed and implemented to mitigate the risk of future complaint or appeals.