First Aid Alive Appeals Policy and Procedure
Purpose
First Aid Alive is committed to providing students with a fair, transparent, and accessible process for appealing assessment outcomes, administrative decisions, or other decisions that may affect their participation in training and assessment services.
This policy ensures appeals are managed professionally, confidentially, and in accordance with the Standards for Registered Training Organisations (RTOs) and principles of natural justice.
Scope
This policy applies to:
- all students enrolled with First Aid Alive
- all trainers, assessors, staff, and third parties acting on behalf of First Aid Alive.
Grounds for Appeal
Students may lodge an appeal regarding:
- assessment outcomes, including competency decisions
- assessment processes
- access to reasonable adjustment
- administrative decisions
- issuance of certification documentation
- disciplinary actions
- any decision believed to be unfair or inconsistent with First Aid Alive policies and procedures.
Principles
First Aid Alive will ensure that:
- all appeals are handled fairly, objectively, and without bias
- students are not disadvantaged for lodging an appeal
- appeals are resolved as quickly as possible
- confidentiality is maintained throughout the process
- students have the opportunity to formally present their case
- an independent person may be involved where required.
Appeals Procedure
Step 1 – Informal Resolution
Students are encouraged to discuss the matter directly with the trainer, assessor, or relevant staff member in an attempt to resolve the issue informally.
Step 2 – Formal Appeal
If the matter is not resolved informally, the student may submit a formal written appeal within fourteen (14) calendar days of the original decision.
Appeals must include:
- the student’s full name and contact details
- details of the decision being appealed
- reasons for the appeal
- any supporting evidence or documentation.
Appeals may be submitted via email or in writing to:
First Aid Alive
Email: info@firstaidalive.com.au
Phone: 0459587533
Step 3 – Review Process
Upon receiving the appeal:
- the appeal will be acknowledged within five (5) business days
- an impartial review of the matter will be conducted
- additional information may be requested if required
- relevant staff and evidence will be reviewed before a decision is made.
Where appropriate, an independent third party may be involved in the review process.
Step 4 – Outcome
The student will be advised in writing of the appeal outcome and reasons for the decision within twenty-one (21) calendar days where possible.
Outcomes may include:
- confirmation of the original decision
- reassessment opportunities
- amendment of the original decision
- alternative resolution arrangements.
External Appeals
If the student is dissatisfied with the internal appeal outcome, they may seek advice or lodge a complaint with an appropriate external agency or independent mediation service.
Nothing in this policy removes the student’s rights under Australian Consumer Law.
Record Keeping
All appeals, supporting documentation, correspondence, and outcomes will be securely maintained in accordance with First Aid Alive’s Record Management and Privacy policies.
Continuous Improvement
Appeals outcomes may be reviewed as part of First Aid Alive’s continuous improvement processes to identify opportunities for improvement in training, assessment, and administrative practices.
Policy Review
This policy will be reviewed regularly to ensure ongoing compliance and effectiveness.
Version: 1.0
Effective Date: 13/06/2026
Review Date: 13/06/2027
