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StrataGreen is committed to the delivery of best practice training. Every effort will be made to deliver a quality product in a harmonious environment conducive to learning and the wellbeing of the learner and to the most current version of Standards for RTO’s. A Code of Conduct for Learners and a Code of Practice for StrataGreen is to be found on StrataGreen’s website. This code and associated policies and procedures have been developed to support the aims described above and aim to provide the learner guidance towards their rights and responsibilities when engaged in learning with StrataGreen as well as providing information on the rights and responsibilities of StrataGreen.

Should a learner feel they have been treated unfairly or they have an issue with StrataGreen’s training delivery and/or decisions made by StrataGreen, they will be encouraged to engage in a formal process with StrataGreen with the aim to resolve the issue.

StrataGreen will respond to complaints or appeals in the following manner:

  1. Initially an informal solution will be sought.
  2. Should this not resolve the issue for the complainant/appellant they will be directed towards StrataGreen’s formal process for resolution of grievances/appeals.
  3. Every effort will be made to resolve any grievance/appeal within a maximum period of 60 days. Should there be any reason why the process may take more than 60 days, StrataGreen will inform the complainant/ appellant in writing the reason for this delay and keep the complainant/appellant informed of progress.
  4. StrataGreen will keep records of all complaints/appeals made and of their resolution.
  5. Should the complainant/appellant identify a fault with StrataGreen’s training and assessment process, its delivery mode or the fairness of its student support process, StrataGreen will ensure corrective measures are undertaken to mitigate the likelihood of reoccurrence.

All complaints and appeals should be directed to the RTO Manager, Gavin Fawkes at gavin.fawkes@stratagreen.com.au or 0408 995 050