STUDENT POLICIES

Complaints and Appeals

Clear information. Fair processes. Support when you need it.

Student information and support

Read this policy alongside your written course information and enrolment terms. For help, call 02 8766 9811 or email admin@ctpm.edu.au.

Last updated: November 2026

Your training provider

This policy covers CTPM Australasia Pty Ltd (RTO 91301). Selected fee-for-service qualifications are delivered and issued by Transport & Construction Training Institute Pty Ltd (RTO 91857), as identified on the course page and in your enrolment documents. For those qualifications, the responsible RTO’s enrolment terms and policies apply to its training, assessment and certification. CTPM can help direct your enquiry to that provider.

Our commitment

CTPM is committed to providing quality training and assessment services and treating all learners fairly, respectfully and professionally. We recognise that sometimes things may not go as expected. We encourage learners to raise concerns, provide feedback or challenge decisions they believe are incorrect or unfair. CTPM provides accessible complaints and appeals processes that are fair, transparent, confidential and handled within reasonable timeframes. You will not be disadvantaged or penalised for making a genuine complaint or lodging an appeal. You may have a support person or representative assist you throughout either process.

What is the difference between a complaint and an appeal?

A complaint is an expression of dissatisfaction about CTPM, its services, processes or decisions, or the conduct of a person involved in delivering services on behalf of CTPM.

An appeal is a request for a decision made by CTPM, a trainer, assessor, staff member or third party to be formally reviewed because you believe the decision was incorrect or unfair and adversely affects you.

The following table provides examples to help you determine which process applies.

Complaint	Appeal
Concerns about the quality of training or services	Disagreement with an assessment result
Concerns about the conduct of a trainer, assessor or staff member	Disagreement with a competency decision
Concerns about course administration or communication	A decision to refuse or limit an assessment opportunity
Concerns about facilities, equipment or learning resources	A decision about reasonable adjustment that adversely affects you
Concerns about the actions of a third party	Another decision made by CTPM or someone acting on its behalf that adversely affects you

If you are unsure which process applies, contact CTPM and we will help you identify the appropriate process.

Making a complaint

How to make a complaint

You can raise a complaint verbally or in writing. You do not need to complete a formal complaint form to have your concern considered. You can make a complaint by:

Speaking with your trainer, assessor or a CTPM staff member
Contacting CTPM directly by telephone or email
Requesting and completing a complaints form
Using another reasonable communication method available through CTPM

You are encouraged to provide as much relevant information as possible, including what happened, who was involved, when the issue occurred and what outcome you are seeking. You may have a support person or representative assist you in making your complaint.

What happens after you make a complaint?

CTPM will acknowledge your complaint within two business days, where practicable. We will review your complaint and determine the most appropriate way to address it. Depending on the nature of the matter, this may involve:

Clarifying information or resolving a misunderstanding
Correcting an administrative error
Discussing the matter with relevant people
Reviewing relevant records and evidence
Conducting a formal investigation
Taking corrective action where an issue is identified

You and any other relevant parties will have a reasonable opportunity to provide information and respond to matters being considered.

Complaints will normally be resolved within 30 business days, where practicable. If additional time is required, we will explain the reason for the delay and provide an updated expected timeframe.

Complaint outcomes

Once your complaint has been considered, CTPM will provide you with written advice of the outcome. This will include, as appropriate:

The outcome of the complaint
The reasons for the decision
Any action CTPM has taken or intends to take
Any relevant implementation timeframes
Information about further action available if you remain dissatisfied

CTPM will respect the privacy of everyone involved. This means we may not be able to share confidential information about actions taken in relation to another individual.

Lodging an appeal

When can you appeal?

You can appeal a decision made by CTPM, a trainer, assessor, staff member or third party where that decision adversely affects you and you believe it was incorrect or unfair. This includes assessment decisions, competency outcomes, decisions about assessment opportunities and other decisions covered by this policy. You are encouraged to discuss an assessment result or decision with your trainer or assessor where appropriate. This may help clarify the decision or resolve a misunderstanding. However, you are not required to attempt informal resolution before lodging a formal appeal.

How to lodge an appeal

You should normally lodge an appeal within 10 business days of being notified of the decision. Appeals can be lodged by:

Emailing your appeal to admin@ctpm.edu.au, or requesting an appeals form
Contacting the RTO Manager directly
Raising the appeal verbally or through another reasonable communication method if you require assistance

Your appeal should include:

The decision you wish to appeal
Why you believe the decision was incorrect or unfair
Any relevant information or supporting evidence
The outcome you are seeking, where applicable

CTPM may accept an appeal submitted after the 10-business-day timeframe where there are reasonable grounds for the delay.

What happens after you lodge an appeal?

CTPM will acknowledge your appeal within two business days, where practicable. Your appeal will be reviewed by an appropriately authorised and impartial person. Wherever practicable, the reviewer will not have been involved in the original decision. The reviewer will consider relevant information and evidence, including your reasons for appealing, the original decision, relevant records and any other information necessary to make a fair decision. You and any other relevant parties will have a reasonable opportunity to provide information and respond to matters being considered.

Appeals relating to assessment decisions

Where your appeal relates to an assessment result or competency decision, CTPM will review whether the assessment was conducted fairly and appropriately and whether the assessment judgement accurately reflects your competency. The review may consider:

Whether the assessment was fair and appropriately accommodated your needs
Whether the assessment was flexible and appropriate to the training product
Whether the assessment was valid and reliable
Whether reasonable adjustment was required or appropriately provided
Whether the assessment evidence supports the original decision

Where necessary, CTPM may arrange for another appropriately qualified assessor to review the assessment or conduct a reassessment. If an error or inappropriate assessment judgement is identified, CTPM will correct the outcome and take any other necessary corrective action.

An appeal does not automatically result in a change to an assessment result. Competency can only be awarded where the required evidence has been demonstrated in accordance with the relevant training product requirements.

Appeal outcomes

Following review, CTPM may:

Confirm the original decision
Amend or overturn the original decision
Require the original decision to be reconsidered
Arrange further investigation
Provide another assessment opportunity or reassessment
Correct an assessment outcome
Require other appropriate corrective action

CTPM aims to resolve appeals within 20 business days of receiving all information required to consider the appeal. If additional time is required, we will advise you of the reason for the delay, provide an update on progress and give you a revised expected timeframe. You will receive written notification of the appeal outcome, including the reasons for the decision and any actions CTPM will take.

Independent review of an appeal

If you remain dissatisfied after completing CTPM's internal appeals process, you may request an independent review. CTPM will provide information about an appropriately independent person or organisation who can review the matter. The independent reviewer must not have been involved in the original decision or the internal appeal. Access to an independent review will be provided at no or low cost to you. If the independent review identifies that the original decision or appeals process was not fair or appropriate, CTPM will consider and implement any necessary corrective action.

Further options if you remain dissatisfied

If you are not satisfied with the outcome of a complaint or appeal, you may have other options depending on the nature of the matter.

These may include contacting:

ASQA: For concerns about CTPM's compliance with the Standards for RTOs and other VET regulatory requirements
NSW Fair Trading: For relevant consumer protection matters
Australian Human Rights Commission or Anti-Discrimination NSW: For relevant discrimination concerns
Office of the Australian Information Commissioner (OAIC): For relevant privacy complaints

You may also seek independent advice or assistance from another appropriate organisation. External organisations have their own requirements and processes for accepting complaints. Contacting an external organisation does not automatically mean it will investigate or resolve your matter. CTPM will cooperate with appropriate external reviews, investigations or regulatory processes.

Funded training concerns

For Smart and Skilled, apprenticeship or traineeship concerns, you can also contact NSW Training Services. For individual fee or refund disputes, seek consumer assistance from NSW Fair Trading. ASQA receives concerns about provider compliance but does not resolve individual student disputes.

Confidentiality and protection from disadvantage

Complaints and appeals will be handled confidentially and information will only be shared with people who need it to consider or resolve the matter, or where disclosure is otherwise authorised or required by law. You will not be disadvantaged, treated unfairly or penalised for raising a genuine concern, making a complaint or lodging an appeal. If your complaint or appeal involves an immediate risk to your health, safety or wellbeing, CTPM will take appropriate action as soon as possible rather than waiting for the process to be completed.

Contacting CTPM

If you have a concern, wish to make a complaint or need assistance lodging an appeal, please contact CTPM.

CTPM Australasia Pty Ltd · RTO 91301

Email: admin@ctpm.edu.au

Telephone: 02 8766 9811

Address: 200 Military Road, Yennora NSW 2161

You can request assistance if you have difficulty accessing or completing the complaints or appeals process. CTPM will make reasonable efforts to accommodate your communication or accessibility needs.

CTPM may update this policy from time to time to reflect changes to legislation, regulatory requirements, technology or its information-handling practices.

The current version will be made available on the CTPM website.