Complaints about a particular incident should be made within 15 working days of the incident occurring and appeals must be made within 10 working days of the original decision being advised. Complaints and appeals should be made in writing using the AUSTSWIM Complaints and Appeals Form available on the AUSTSWIM website, and sent to: 

 a)  Receive and acknowledge complaint

• As per the AUSTSWIM policy, complaints are to be made in writing by the complainant via the AUSTSWIM website or email to quality@austswim.org.au
• The Assistant Manager Education should conduct initial review of the complaint upon receipt.
• Acknowledgement receipt will be sent in a letter via email to complainant within 7 working days of receipt.
• Details of the complaint will be recorded on the Complaints and Appeals Register and reviewed by Head of Quality and Education.

b) Investigate the complaint

• Upon receiving the complaint, the matter is to be investigated to ensure all relevant information is available and it is accurate.
• Update any involved persons/parties of the nature of the complaint without disclosing the identity of the complainant. Collect all information relevant to the incident and record it on the complaints and appeals register.
• Further details from the complainant, respondent or other involved parties may be requested during this stage. This may be in writing, over the phone, or face-to-face.
• If the matter is in relation to a third-party delivering services on behalf of the AUSTSWIM, the third party should be involved in the resolution of the complaint.
• The Assistant Manager of Education will review the information and decide on an appropriate response. Where deemed necessary, the matter may be escalated for review by the Head of Education and Quality to arrive at an appropriate resolution.

Note: Complaints and appeals will be finalised as soon as practical at least within 30 calendar days. Where the matter is particularly complex and is going to take longer than 60 calendar days of the receipt of the original complaint, the complainant is to be advised in writing, along with reasons for the extra time. They must be provided with updates on progress on a weekly basis thereafter until the matter is resolved. 

c) Advise of the outcome and update records

The Assistant Education Manager is responsible for providing a written response to the complainant outlining: 

• AUSTSWIM’s understanding of the complaint.
• The steps taken to resolve the complaint.
• Decisions made about resolution, with reasons for the decisions made.
• Areas that have been identified as possible causes of the complaint and improvements to be recommended.
• Their right to access the appeals process if they are not satisfied with the outcome of the complaints process.
• Assistance Manager Education to update the AUSTSWIM Complaints and Appeals Register so it includes the outcome of the complaint.
• Assistant Manager Education to update the AUSTSWIM Continuous Improvement Register if applicable for any improvements to be made as an outcome and the Head of Education and Quality.
• Keep a copy of the complaint and supporting documents in the Candidate file in aXcelerate (where relevant).
• Head of Education and Qaulity to discuss the complaints and appeals register and its outcome at the leadership team meeting.

Appeals Procedure

a) Receive and acknowledge appeal

• As per policy, appeals are to be made in writing by the appellant by using AUSTSWIM Complaints and Appeals Form.
• Assistant Education Manager to provide all information including the appeal to the Head of Education and Quality.
• Assistant Education Manager or nominee is responsible for responding to all appeals.
• Head of Education and Quality will review all appeals upon receipt.
• Acknowledge receipt of appeal in writing by sending a letter to appellant within 7 working days of receipt. Record details of appeal on the Complaints and Appeals Register. 

b) Respond to assessment appeals

• In the case of appeals against assessment decisions, the original assessment decision will be reviewed by having an assessor independent of the original decision, mark the assessment task again.
• Head of Quality and Education or nominee to allocate an Assessor to review and mark the assessment.
• The assessment decision made during the appeals process will be considered the actual assessment outcome.
• Assistance Education Manager or nominee to advise the Candidate of the outcome of the appeal in writing. 

c)  Respond to appeals against non-academic decisions

The Assistant Education Manager or nominee is responsible for responding to all appeals and: 

• Upon receiving the appeal, the matter is to be investigated to identify the original decision made.
• Further details from the appellant, respondent, the person who made the original decision, or other involved parties may be requested during this stage. This may be in writing, over the phone, or face-to-face.
• If the matter is in relation to a third-party delivering services on behalf of AUSTSWIM, the third party should be involved in the resolution process.
• The appellant may request an independent party (mediator) to be involved in the process. Where this is requested by the appellant, they will bear the costs associated. Additionally, AUSTSWIM may decide to call upon an independent mediator to assist in resolving the issue where a decision cannot be reached.
• AUSTSWIM’s Head of Education and Quality will review all relevant information and decide on an appropriate response.   

Note: The appeal must be resolved within 60 calendar days of receipt of the original appeal. If the matter is particularly complex and it is going to take longer to resolve, the appellant must be advised in writing along with the reasons for the extra time. They must be provided with progress updates on a weekly basis thereafter until the matter is resolved. 

d)  Advise appellant of the outcome and update records

• Assistant Manager Education to provide a written response to the appellant outlining:
  • AUSTSWIM’s understanding of the reasons for the appeal.
  • The steps taken to investigate and resolve the appeal.
  • Decisions made about resolution and reasons for the decisions.
  • Areas that have been identified as possible causes of the appeal and improvements to be recommended 

• Update the Complaints and Appeals Register so it includes the outcome.
• Update the Continuous Improvement Register if applicable for any improvements to be made as an outcome.
• Keep a copy of the appeal and supporting documents in the Candidate aXcelerate file (where relevant).
• Head of Education and Quality to Discuss the appeal and its outcome at the next leadership meeting. (if relevant)