Complaints and appeals policy

First Door Training and Development Pty. Ltd. (“First Door”, “we”, “us”, “our”)
RTO: 40782 • ABN: 49 161 108 596
Effective date: 24 July 2026 • Version: v6

1. Purpose

We are committed to managing complaints and appeals fairly, efficiently and effectively, applying the principles of natural justice and procedural fairness. 

2. Scope

This Policy applies to complaints and appeals involving the conduct of:

  • First Door and its staff/contractors (including trainers/assessors);
  • any third party delivering services on our behalf; and
  • learners (students) of First Door. 

3. Definitions

  • Complaint: An expression of dissatisfaction about First Door, its services, a staff member or contractor, a third party delivering services on First Door’s behalf, or another student, where a response or resolution is expected.
  • Appeal: A request by a student for First Door to review a decision that adversely affects them, including a decision made by First Door, a staff member or contractor, or a third party delivering services on First Door’s behalf. This includes, but is not limited to, an assessment decision.
  • Feedback: A comment, suggestion, compliment or concern that may not require a formal investigation or decision.

4. Key principles

We will:

  • treat all parties respectfully and without victimisation;
  • manage matters objectively and without bias;
  • allow you to bring a support person or advocate to meetings;
  • keep information confidential as far as practical (noting anonymity can limit investigation)
  • document outcomes and use themes to drive continuous improvement.
  • not disadvantage, penalise, or treat a person unfairly because they have made (or intend to make) a complaint or appeal.

5. How to lodge a complaint or appeal

You can provide feedback or lodge a complaint or appeal:

  • via our online form (students can also access forms through their student portal);
  • by email to andrea@firstdoor.com.au (Director), or jo@firstdoor.com.au (Student Enrolment Officer – complaints intake);
  • by phone: 07 3204 4336; or
  • by post: PO Box 84, North Lakes QLD 4509, Australia

6. Informal resolution

Where appropriate, you may raise a concern informally with your Student Mentor or another staff member you feel comfortable speaking with. We will attempt to address the concern promptly.

You are not required to attempt informal resolution before lodging a formal complaint or appeal.

Where an issue is resolved informally, First Door may still record it as feedback to support continuous improvement.

7. Formal complaints and appeals process

7.1 Acknowledgement

We will acknowledge receipt of a formal complaint or appeal within 2 working days and confirm:

  • the issue(s) raised,
  • the next steps and indicative timeframes, and
  • the staff member responsible for managing the matter.
7.2 Investigation and decision
  • Formal complaints and appeals are coordinated by the Complaints Intake Officer and overseen by the Director. The matter will be allocated to an appropriate person for investigation and decision in accordance with the conflict-of-interest requirements in Section 9.
  • We may review relevant records (e.g., assessment evidence, competency reports, communications) and interview relevant parties. 
  • You will be given a reasonable opportunity to present your case and respond to any relevant information. 
  • We aim to investigate and decide formal complaints/appeals within 15 working days of receiving the written complaint or appeal (unless extended due to complexity, unavailability of parties, or the need for additional evidence—if extended, we will explain why and provide a revised timeframe). 
7.3 Outcome notice

We will provide a written outcome (including reasons) within 5 working days of making the decision. 

7.4 Assessment appeals (additional options)

Where an appeal relates to assessment, outcomes may include (where appropriate):

  • review of the assessment decision and evidence;
  • an opportunity for reassessment (including by a different assessor where appropriate). 

8. Unresolved matters and independent review

If you remain dissatisfied with the outcome of a complaint or appeal, you may request an independent review in writing.

The independent review will be provided at no cost to you.

Appointment of the independent reviewer:

First Door will arrange for the matter to be reviewed by a suitably qualified independent person or organisation that:

  • has relevant VET, assessment or dispute-resolution experience appropriate to the matter;
  • has not previously been involved in the complaint, appeal or original decision; and
  • has no actual, potential or perceived conflict of interest.

We will consider any reasonable nomination you make. The person whose conduct or decision is being reviewed will not select the independent reviewer.

We will confirm the reviewer’s appointment and the expected review timeframe in writing.

If you raise a reasonable concern about the reviewer’s independence, qualifications or potential conflict of interest, First Door will consider that concern and, where appropriate, appoint an alternative reviewer.

How the review will be conducted:

The independent reviewer will be provided with the relevant records, which may include correspondence, applicable policies, previous decisions and assessment evidence.

You and any other affected party will be given a reasonable opportunity to provide relevant information and respond to information that may affect the reviewer’s findings.

The reviewer may request further information from First Door or any party involved in the matter.

Timeframe:

We aim to complete the independent review within 20 working days after the reviewer is appointed.

If additional time is reasonably required because of the complexity of the matter, the availability of relevant people or the need to obtain further evidence, we will explain the reason in writing, provide a revised expected completion date and keep you informed of progress.

Outcome:

First Door will provide you with the independent reviewer’s findings or recommendations and First Door’s final decision in writing, including the reasons for the decision and any actions that will be taken.

The outcome of the review will be recorded and considered as part of First Door’s continuous-improvement processes.

Nothing in this policy prevents you from seeking independent advice or contacting an appropriate external authority. Where relevant, First Door will provide information about external complaint or review options applicable to your matter.

9. Conflict-of-interest pathway

A person will not investigate or decide a complaint or appeal if they were directly involved in the matter or have an actual, potential or perceived conflict of interest.

Where the complaint or appeal concerns the Director, the matter will be allocated to a suitably qualified independent person who has not previously been involved.

10. Records and continuous improvement

  • All formal complaints/appeals and outcomes are recorded in a Register of Complaints and retained securely. 
  • Substantiated issues are reviewed through our continuous improvement processes, including root-cause analysis and corrective actions.
  • Complaint and appeal records will be stored securely and retained in accordance with First Door’s records retention schedule and applicable legal, regulatory and funding obligations.

12. Contact

First Door Training and Development Pty. Ltd. (RTO 40782)
Director: andrea@firstdoor.com.au
Complaints intake officer: jo@firstdoor.com.au
Phone: 07 3204 4336
Postal: PO Box 84, North Lakes QLD 4509, Australia