MTS is committed to providing you with a quality training experience and assessment service. The processes for resolving complaints and appeals have been included in our contractual arrangements with your employer and we have worked with your employer (our client) to create a plan that meets the organisation’s needs.

Should you wish to make a complaint about our service delivery or appeal against an assessment decision, please discuss this with your Trainer / Assessor first. We would aim to resolve any issues you may have immediately.

If your complaint or appeal is not resolved by the Trainer / Assessor through this informal process then raise your concerns with either your employer who will raise the matter with us, or directly to the MTS Administration Manager who will take the matter up with our CEO.

We suggest that you record the nature of your complaint or appeal in writing, using the Complaints and Appeals form below. You may also download this form as a pdf, or email our office directly to obtain a copy.

On receipt of a complaint or appeal from your employer we will acknowledge this in writing, review the circumstances around your complaint and work with you and your employer to achieve a satisfactory outcome.

You can find our Complaints and Appeals Policy and Procedures on our website: https://www.majortraining.com.au/policies-and-procedures.

 

 

Complaints and Appeals Form

Required field are marked with an asterisk (*).

 

Enrolment Details:

Please tell us your first name.
Please tell us your MTS student ID number.
Please tell us your last name.
Please tell us the date on which your course started.
Please tell us the course in which you are / were enrolled.

 

Contact Details:

Please provide us with your current contact details, including your residential address.

Please enter your email address.
Please enter a valid phone number.
Please tell us your street address.
Please tell us your street address.
Please tell us your suburb / town.
Please tell us which state you are in.
Please tell us your postcode.

 

Complaint / Appeal Details:

Type of Incident: *

Please select the type of incident you are reporting.

Do you wish to formally present your case? *

Please select whether or not you wish to formally present your case.
Please tell us the date on which the incident occured.


Please describe the matter that you wish to raise as a complaint/appeal. *

Please describe the matter that you wish to raise as a complaint/appeal.

If you wish to include additional supporting evidence, please upload your document below (max. 10 MB, 1 file). If you wish to include more evidence than the upload restriction permits here, please contact us directly by phone or email and we will be happy to assist you.

 

Complaint / Appeal Resolution:

Please answer the following questions and provide details where required to describe the efforts made to resolve this issue to date, following our complaints and appeals procedures.

Have you discussed the issue with the member(s) of staff or trainer(s) involved? *

Please select whether or not you have discussed this issue with those involved.

If discussions with the person(s) involved is not appropriate or ineffective, the issue can be discussed with the MTS Administration Manager in person or by phone. Have you done this? *

Please select whether or not you have discussed the issue with the MTS Administration Manager.

Are you satisfied with the suggested resolution? *

Please select whether or not you are satisfied with the suggested resolution.


Please provide more detail, including any other steps taken thus far to resolve the issue/complaint. *

Please provide more details.


What outcome would you like to achieve? *

Please tell us the outcome you would like to achieve.


Do you have suggestions for future improvement to this complaints and appeals process?

Please provide any suggestions you have.

Declaration *

I declare that the information I have provided within this form including any uploaded documents is true and correct to the best of my knowledge.

Please select a response.
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