FHV Driver Training · Yennora, Sydney
FHV Driver Training Complaints and Appeals Policy
Last updated: November 2026
Our commitment
FHV Driver Training is committed to providing quality training and assessment services and treating all learners fairly, respectfully and professionally. We recognise that sometimes things may not go as expected. We encourage learners to raise concerns, provide feedback or challenge decisions they believe are incorrect or unfair. FHV Driver Training provides accessible complaints and appeals processes that are fair, transparent, confidential and handled within reasonable timeframes. You will not be disadvantaged or penalised for making a genuine complaint or lodging an appeal. You may have a support person or representative assist you throughout either process.
What is the difference between a complaint and an appeal?
A complaint is an expression of dissatisfaction about FHV Driver Training, its services, processes or decisions, or the conduct of a person involved in delivering services on behalf of FHV Driver Training.
An appeal is a request for a decision made by FHV Driver Training, a trainer, assessor, staff member or third party to be formally reviewed because you believe the decision was incorrect or unfair and adversely affects you.
The following table provides examples to help you determine which process applies.
| Complaint | Appeal |
|---|---|
| Concerns about the quality of training or services | Disagreement with an assessment result |
| Concerns about the conduct of a trainer, assessor or staff member | Disagreement with a competency decision |
| Concerns about course administration or communication | A decision to refuse or limit an assessment opportunity |
| Concerns about facilities, equipment or learning resources | A decision about reasonable adjustment that adversely affects you |
| Concerns about the actions of a third party | Another decision made by FHV Driver Training or someone acting on its behalf that adversely affects you |
If you are unsure which process applies, contact FHV Driver Training and we will help you identify the appropriate process.
Making a complaint
How to make a complaint
You can raise a complaint verbally or in writing. You do not need to complete a formal complaint form to have your concern considered. You can make a complaint by:
- Speaking with your trainer, assessor or a FHV Driver Training staff member
- Contacting FHV Driver Training directly by telephone or email
- Completing the Complaints Form
- Using another reasonable communication method available through FHV Driver Training
You are encouraged to provide as much relevant information as possible, including what happened, who was involved, when the issue occurred and what outcome you are seeking. You may have a support person or representative assist you in making your complaint.
What happens after you make a complaint?
FHV Driver Training will acknowledge your complaint within two business days, where practicable. We will review your complaint and determine the most appropriate way to address it. Depending on the nature of the matter, this may involve:
- Clarifying information or resolving a misunderstanding
- Correcting an administrative error
- Discussing the matter with relevant people
- Reviewing relevant records and evidence
- Conducting a formal investigation
- Taking corrective action where an issue is identified
You and any other relevant parties will have a reasonable opportunity to provide information and respond to matters being considered.
Complaints will normally be resolved within 30 business days, where practicable. If additional time is required, we will explain the reason for the delay and provide an updated expected timeframe.
Complaint outcomes
Once your complaint has been considered, FHV Driver Training will provide you with written advice of the outcome. This will include, as appropriate:
- The outcome of the complaint
- The reasons for the decision
- Any action FHV Driver Training has taken or intends to take
- Any relevant implementation timeframes
- Information about further action available if you remain dissatisfied
FHV Driver Training will respect the privacy of everyone involved. This means we may not be able to share confidential information about actions taken in relation to another individual.
Lodging an appeal
When can you appeal?
You can appeal a decision made by FHV Driver Training, a trainer, assessor, staff member or third party where that decision adversely affects you and you believe it was incorrect or unfair. This includes assessment decisions, competency outcomes, decisions about assessment opportunities and other decisions covered by this policy. You are encouraged to discuss an assessment result or decision with your trainer or assessor where appropriate. This may help clarify the decision or resolve a misunderstanding. However, you are not required to attempt informal resolution before lodging a formal appeal.
How to lodge an appeal
You should normally lodge an appeal within 10 business days of being notified of the decision. Appeals can be lodged by:
- Completing the Appeals Form and submitting it to FHV Driver Training
- Contacting the RTO Manager directly
- Raising the appeal verbally or through another reasonable communication method if you require assistance
Your appeal should include:
- The decision you wish to appeal
- Why you believe the decision was incorrect or unfair
- Any relevant information or supporting evidence
- The outcome you are seeking, where applicable
FHV Driver Training may accept an appeal submitted after the 10-business-day timeframe where there are reasonable grounds for the delay.
What happens after you lodge an appeal?
FHV Driver Training will acknowledge your appeal within two business days, where practicable. Your appeal will be reviewed by an appropriately authorised and impartial person. Wherever practicable, the reviewer will not have been involved in the original decision. The reviewer will consider relevant information and evidence, including your reasons for appealing, the original decision, relevant records and any other information necessary to make a fair decision. You and any other relevant parties will have a reasonable opportunity to provide information and respond to matters being considered.
Appeals relating to assessment decisions
Where your appeal relates to an assessment result or competency decision, FHV Driver Training will review whether the assessment was conducted fairly and appropriately and whether the assessment judgement accurately reflects your competency. The review may consider:
- Whether the assessment was fair and appropriately accommodated your needs
- Whether the assessment was flexible and appropriate to the training product
- Whether the assessment was valid and reliable
- Whether reasonable adjustment was required or appropriately provided
- Whether the assessment evidence supports the original decision
Where necessary, FHV Driver Training may arrange for another appropriately qualified assessor to review the assessment or conduct a reassessment. If an error or inappropriate assessment judgement is identified, FHV Driver Training will correct the outcome and take any other necessary corrective action.
An appeal does not automatically result in a change to an assessment result. Competency can only be awarded where the required evidence has been demonstrated in accordance with the relevant training product requirements.
Appeal outcomes
Following review, FHV Driver Training may:
- Confirm the original decision
- Amend or overturn the original decision
- Require the original decision to be reconsidered
- Arrange further investigation
- Provide another assessment opportunity or reassessment
- Correct an assessment outcome
- Require other appropriate corrective action
FHV Driver Training aims to resolve appeals within 20 business days of receiving all information required to consider the appeal. If additional time is required, we will advise you of the reason for the delay, provide an update on progress and give you a revised expected timeframe. You will receive written notification of the appeal outcome, including the reasons for the decision and any actions FHV Driver Training will take.
Independent review of an appeal
If you remain dissatisfied after completing FHV Driver Training's internal appeals process, you may request an independent review. FHV Driver Training will provide information about an appropriately independent person or organisation who can review the matter. The independent reviewer must not have been involved in the original decision or the internal appeal. Access to an independent review will be provided at no or low cost to you. If the independent review identifies that the original decision or appeals process was not fair or appropriate, FHV Driver Training will consider and implement any necessary corrective action.
Further options if you remain dissatisfied
If you are not satisfied with the outcome of a complaint or appeal, you may have other options depending on the nature of the matter.
These may include contacting:
- ASQA: For concerns about FHV Driver Training's compliance with the Standards for RTOs and other VET regulatory requirements
- NSW Fair Trading: For relevant consumer protection matters
- Australian Human Rights Commission or Anti-Discrimination NSW: For relevant discrimination concerns
- Office of the Australian Information Commissioner (OAIC): For relevant privacy complaints
You may also seek independent advice or assistance from another appropriate organisation. External organisations have their own requirements and processes for accepting complaints. Contacting an external organisation does not automatically mean it will investigate or resolve your matter. FHV Driver Training will cooperate with appropriate external reviews, investigations or regulatory processes.
Confidentiality and protection from disadvantage
Complaints and appeals will be handled confidentially and information will only be shared with people who need it to consider or resolve the matter, or where disclosure is otherwise authorised or required by law. You will not be disadvantaged, treated unfairly or penalised for raising a genuine concern, making a complaint or lodging an appeal. If your complaint or appeal involves an immediate risk to your health, safety or wellbeing, FHV Driver Training will take appropriate action as soon as possible rather than waiting for the process to be completed.
Contacting FHV Driver Training
If you have a concern, wish to make a complaint or need assistance lodging an appeal, please contact FHV Driver Training.
Transport & Construction Training Institute (trading as FHV Driver Training)
Email: admin@fhv.edu.au
Telephone: 02 8766 9810
Address: 200 Military Road, Yennora NSW 2161
You can request assistance if you have difficulty accessing or completing the complaints or appeals process. FHV Driver Training will make reasonable efforts to accommodate your communication or accessibility needs.
FHV Driver Training may update this policy from time to time to reflect changes to legislation, regulatory requirements, technology or its information-handling practices.
The current version will be made available on the FHV Driver Training website.