Learner information
Support, complaints and privacy
A summary of what you can expect from the Academy. The documents linked in each section have the full details.
Support while you learn
Everyone learns differently. Getting support is normal and it is free. You choose what you tell us, and we keep it private.
- A pre-training review before you start, covering your skills, language, literacy, numeracy and digital literacy, with advice on whether the program suits you.
- LLN support plans, picture cards, being shown first, and a buddy on shift.
- Help in your language: plain-English summaries translated into Vietnamese, Arabic, Dari or Punjabi, and certified interpreters booked through People and Culture at no cost.
- Reasonable adjustment for learners with disability, and reasons given if an adjustment is not possible.
- A safe, inclusive and culturally safe learning environment.
- Wellbeing support, including the SteelRiver Employee Assistance Program on 1800-SRL-EAP.
Complaints and appeals
Anyone affected by the Academy's services can make a complaint, and any learner or applicant can appeal a decision that affects them. It costs nothing, and nobody is treated unfairly for complaining or appealing.
- Tell any trainer, assessor or Academy staff member in your own words, email Academy staff, or use the complaint and appeal form (Appendix A of SRA-RTO-008).
- Make the complaint or appeal within 30 days of the event or decision. A later one is still considered if there is a good reason.
- You hear from the Academy within 2 business days, and a decision is made within 15 business days. If it takes longer, we tell you why.
- An assessment appeal is re-assessed by a different assessor. Gemma Whitfield, Academy Manager, makes the final internal decision.
- If you are not satisfied, you can ask for an independent review at no cost to you.
- You can also go to the Training Accreditation Council (TAC), the Academy's registering body, at any time.
Your privacy
We collect your information to enrol you, train and assess you, support you, issue your certificate and report to government as the law requires.
- Your information is kept in the Academy's student records system. Only people who need it can see it.
- Your supervisor is told only what they need to support you, never your results or health details.
- Your USI is verified before it is used and never printed on a certificate.
- SteelRiver's Information Privacy and Confidentiality Policy (SRL-CR-018) applies. The Privacy Officer is Lila Petrov, Head of People and Culture.
Certificates and records
- Your testamur or Statement of Attainment is issued within 30 calendar days of your final assessment.
- Certification records are kept for 30 years, and completed assessment evidence for 2 years after you complete.