Additional Information

Complaints and Appeals student information

Any student, wishing to make a complaint must follow the following procedure:

SMP Network Pty Ltd has a Complaints and appeals process aimed at resolving any issues in relation to any aspect of your training. If you feel you have been adversely affected by the enrolment process, teaching methodologies, supervision, assessment results or comments, unfair treatment, any form of harassment or victimisation or any other concerns you may lodge a complaint. If you are not satisfied with the process or outcome of your complaint you may lodge an appeal.

If making a complaint, follow the following steps:

  1. Discuss your concerns informally with the lecturer or manager - if the matter cannot be resolved then move to step 2.
  2. Lodge a formal complaint in writing using the Complaints Reporting Form to the Complaints Officer. Seal the envelope and mark the outside “Confidential”. If the matter is not resolved to your satisfaction move to step 3.
  3. To take the complaint further contact the National Training Complaints Hotline - ph 1800 000 674.
  4. To take the complaint further contact the Australian Skills Quality Authority:
    1. www.asqu.gov.au/complaints/make-a-complaint
    2. Info line 1300 701 801
    3. Email complaintsteam@asqa.gov.au
    4. Complete the "Complaints about a training organisations operating under ASQA's jurisdiction" form found at the above web site

All formal complaints will be recorded and kept confidential. The Complaints Officer will contact you to present your case within 48 hours. You have access to an independent arbiter if needed. The complaint will be handled within an appropriate timeframe and you will be notified, in writing of all outcomes. You have the right to appeal the outcome or contact the National Training Complaints Hotline. In order for SMP to review and improve processes you can provide feedback on the process.

Work, Health and Safety

SMP is committed to providing training in a safe environment free from harassment, discrimination, and hazards or abusive with policies and procedures in place to prevent or manage any situation if it arises.

The following policies are implemented to provide a safe and hassle free environment:

  • Access and Equity Policy
  • Sexual Harassment Policy
  • Privacy Policy
  • Alcohol and other Drugs in the Workplace
  • Complaints and appeals
  • Occupational Health and Safety
  • Student Code of Conduct
  • Lecturer Code of Conduct

SMP Network Pty Ltd

SMP will provide you with opportunities throughout your course to provide feedback on the quality of training we provide and welcome your responses. We are committed to continuous improvement of our services and training and your comments will assist with this.

SMP is a Registered Training Organisation (RTO) and meets the requirements of the Vocational Quality Framework (VQF) under the Training and Skills Development Act (2008). SMP is registered in South Australia and comply with the National Conditions of Registration providing outcome focused courses that are flexible and provide quality training outcomes for students.