Rivers First Aid ensures that our clients have access to a fair and equitable process to manage any grievances and provides students with the ability to appeal against decisions which may affect course progression. Participants with genuine grievances have the right to a fair hearing at which point they may state their concerns. Every effort is made to resolve all grievances brought to the attention of Rivers First Aid.

The Grievances Process
Rivers First Aid must deal with the grievance within 15 working days of its lodgement. In most cases, grievances can be resolved informally however all grievances will be documented. If a formal grievance is received, the managing director of Rivers First Aid may:

  • interview any parties involved
  • refer the grievance to a higher level if it can not be resolved internally

During this process, the candidate has the right to a support person of their choice. A written version of the grievance and resolution will be accurately documented.The individual lodging a grievance must be informed that:

  • the internal grievance process of Rivers First Aid is to be followed first
  • they have the right to appeal the decision to the State Training Authority (TEB) if they have been dealt with unfairly
  • that the appeal to the Training and Employment Board (TEB) is the final level of appeal

The Appeals Process
The client has the right to request that the assessor review their decision and either reconsider or justify their position. All appeals must be lodged no longer than 5 days following the assessment. Rivers First Aid must deal with the appeal within 15 working days from the date of the appeal being lodged. If a formal grievance is received, the managing director of Rivers First Aid may:

  • Interview all parties involved
  • request another assessor to review the case
  • schedule another assessment
  • uphold or reject any appeal at any stage
  • refer the appeal to a higher authority

The appeals process will be accurately documented with a written statement outlining the outcome and reason for decision made. The individual lodging an appeal must be informed:

  • the internal grievance process of Rivers First Aid is to be followed first
  • they have the right to appeal the decision to the State Training Authority (TEB) if they have been dealt with unfairly
  • that the appeal to the Training and Employment Board (TEB) is the final level of appeal