Confirm AbSec LDC’s commitment and undertakings to all stakeholders in the fair, just and reasonable management of complaints and appeals.


AbSec LDC defines a complaint as an expression of dissatisfaction with any aspect of the service or training we have provided. It is distinct from feedback where a client, student or other person or agency gives advice or comment on what the organisation does or the service delivered.

Natural justice and procedural fairness are used to ensure that decision making is fair and reasonable. It underpins the rights of all parties to be heard and informed without bias.

Appeals are regarded as a formal request for a change in or a confirmation of a decision. Appeals can be made in regards to an assessment decision or in regards to the initial outcome of a complaint.

Policy Statement

AbSec LDC has a commitment to excellence however on occasion complaints and appeals will occur. AbSec LDC views complaints and appeals as an opportunity to improve the organisation, its processes and materials.

Any person or organisation who feels dissatisfied with their learning experience, the conduct of staff or parties representing AbSec LDC (including trainers, assessors, contractors, students and third parties), a decision or assessment outcome, has the right to access the complaints and appeals policy and process. Any person or company making a complaint or lodging an appeal will be treated in a respectful manner by any and all staff involved. The objective performance indicators are:

  1. That the complaint or appeal is resolved quickly, objectively and to the client’s satisfaction with the process.
  2. The organisation learns from the experience and carries through the process to continuous improvement.

All complaints and appeals:

  • Will be treated in a fair, efficient and timely manner and in accordance with the principles of natural justice/procedural fairness
  • Will be treated confidentially
  • Will ensure that the views of each complainant and respondent are respected and that any party to a complaint or appeal is not discriminated against nor victimised
  • Will be documented
  • Where possible will be escalated to a higher level if the complainant is not satisfied with the outcome. Each escalation will take place within 14 days unless notified in writing.

If the complaint/appeal is not able to be resolved within AbSec LDC, the complainant/appellant has the right to seek external third-party resolution of the compliant or appeal. The time frame for this will be mutually agreed by all parties.

AbSec LDC will respond to any formal complaint and/or appeal in writing.

AbSec LDC will acknowledge receipt of a formal complaint within 7 days and will respond to the complaint or appeal within 14 days. In the event a decision will take longer than this, the complainant will be notified in writing.

If the student or client is lodging an appeal, they have 20 working days to activate the appeals process from the date of the decision.

Persons lodging a complaint are able to have a support person present at any face-to-face meetings.

Complaints and appeals are free of charge or at minimal cost to students.

Depending on the outcome of a complaint or appeal, AbSec LDC will review the service or process with a view to implementing changes to reduce the risk or eliminate recurrence of the complaint or appeal.

If a complainant or appellant has any difficulty accessing the required form or submitting the complaint/appeal to AbSec LDC, they are advised to contact the site immediately at the following phone number: 02 9559 5299.

For more information regarding the complaints and appeals process please refer to the:

In accordance with the requirements of the Standards for Registered Training Organisations, AbSec LDC provides the opportunity for students to apply to have prior learning recognised toward a qualification or units of competence for which they are enrolled.

Recognition of Prior Learning (RPL) is a form of assessment that acknowledges skills and knowledge gained through:

  1. Formal training conducted by industry or education
  2. Work experience
  3. Life experience

The main principle of RPL focuses on the outcomes rather than when or where the learning occurred. Evidence of competency is collected by the student and submitted to the nominated assessor and assessment is made based on the required industry standard within the relevant training package unit of competency.

AbSec LDC is committed to providing up-to-date and relevant RPL information to all students during enrolment and whilst enrolled. AbSec LDC staff will provide support and guidance regarding RPL enquiries.

All applicants for RPL will be provided with a copy of the relevant unit of competency and evidence requirements for the unit(s) being applied for.

Applicants who are able to provide satisfactory evidence that they have achieved the required unit(s) of competency may progress through the course with an exemption for the RPL units.

More information regarding the RPL application process can be found in the Student Handbook.

AbSec LDC acknowledges the requirement as a Registered Training Organisation to recognise the awards issued by other RTOs. This is limited to outcomes that are drawn from the national skills framework being units of competency awarded and accurately identified in statements of attainment and qualifications.

Credit Transfer (also referred to as national recognition) is the recognition of learning achieved through formal education and training. Under the Standards for Registered Training Organisations, qualifications and statements of attainment issued by any RTO are to be accepted and recognised by all other RTOs. Credit Transfer allows the unit of competency previously achieved by a learner to be recognised when they are enrolling in a related course where those units can assist them in meeting the requirements for a qualification. It is important to note that Credit Transfer is not Recognition of Prior Learning (RPL). RPL is assessment and is addressed within the Recognition of Prior Learning Policy.

More information regarding the RPL application process can be found in the Student Handbook.