Learners are encouraged in the first instance to talk to the person involved; this might be the Instructor, member of staff or another learner. The Instructor will make notes of the concern and follow up with the relevant staff member.
If the learner is not satisfied with the above actions a written grievance must be made via
Email admin@abcboating.com
Post: P.O. Box 7037, Hemmant QLD 4174
Every complaint the RTO receives in writing, and all written communication pertaining to it, will be entered in the RTO Complaint Log. We will acknowledge your compliant within 7-days and will complete a full investigation within 30-days. Should we require additional time to investigate the compliant, we will contact you to advise.
The RTO is required to notify RMS when a serious complaint has been received.
The CEO or nominated representative will manage the complaint process with the customer by immediately acknowledging the complaint and taking immediate and reasonable steps to resolve it.
The Instructor or Licensee and the RTO, must take reasonable steps when communicating with the customer, and be sensitive to the needs of vulnerable customers, such as individuals who are not fluent in English or have an intellectual or physical disability.
Australian Boating College will consider all appeals against assessment decisions as documented below:
Learners are encouraged in the first instance to talk to the Instructor who made the assessment decision within one week of receiving the result.
For theory assessments, learners are entitled to two attempts on the same day. If unsuccessful on the 2nd attempt, the learner is deemed not yet competent, and they can come back to attempt the theory assessment on another day.
There is no limit on the number of reattempts they can do, bearing in mind that only 2 attempts on the same day are allowed. For practical assessments, only one attempt at a practical task is allowed under assessment conditions. If the learner is unsuccessful in practical assessment, they can pay for further training, and when ready; other practical assessment attempt(s), until you pass, they practical assessment.
Most cases the matter can be resolved by the Instructor providing feedback and a resubmission or reattempt organised at a mutually convenient time.
If the outcome is not resolved, then the assessment will be remarked by another Instructor. This should be completed within 14 days of receiving the appeal.
If the learner is still not satisfied with the assessment outcome, the appeal should be put in writing within 7 days.
On receipt of this, a meeting with the CEO is arranged. This meeting can be face to face or by phone and learners can elect to have a representative present. A record of the meeting is kept including the reasons for appeal and the agreed proposed solution. Any investigation of matters raised is followed up and a response made within an agreed timeframe. Both parties are to sign this record of the meeting.
If the matter is still unresolved, a mutually agreed, independent mediation body will be assigned to examine the matter. The written decision of this body will be final and will be made within 60 days of the complaint first being submitted. If the 60-day target cannot be met the complainant will be informed in writing giving reasons why.
If in the instance of an appeal or complaint not being resolved by the above processes, the learner will also be informed about other avenues of complaint.
These include:
• Department of Fair Trading in each state for complaints regarding non-training issues such as disputes over refunds or charges.
• The Australian Skills Quality Authority (ASQA) is the national regulator with regard to training and assessment delivery. They handle complaints that relate directly to RTO’s providing training and assessment processes that do not meet the Standards for Registered Training Organisations 2015. Details of their Complaints Process are available on their website
• WorkCover is the point of contact for any Work Health and Safety issue, they can be contacted on 1300 362 128.
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