• Appeal – An appeal is a request to have any decision made by 5 STAR ONLINE TRAINING reevaluated if you don’t agree with it. Examples are assessment scores or marking decisions or an enrolment or refund decision. These appeals are expressed to us over the phone or via email support ticket raised by the complainant.
• General support complaint – this is an expression of dissatisfaction with an action, product or service or it may be in regard to problems accessing or completing training on our platform. Complaints may be received from students, employers, stakeholders and representatives of the Registered Training Organisation (RTO) or other clients. These complaints are expressed to us over the phone or via email support ticket raised by the complainant.
• Formal complaint – this can be a general complaint that is escalated by the complainant or by 5 STAR ONLINE TRAINING. It can also relate to any other issue not related to general support that would be reported to the applicable client, other stakeholders or State and National Governing bodies.