Complaints and Appeals Policy

We want you to feel supported, heard, and valued throughout your journey with Pilates ITC. This policy outlines the steps for handling complaints and appeals to ensure your concerns are treated with fairness, professionalism, and transparency.

We truly care about your experience. Your feedback is an opportunity for us to learn and improve—so if something’s not quite right, let’s work together to make it better.

• Complaint A formal expression of dissatisfaction with any aspect of your experience—whether it’s related to your course delivery, assessments, or interactions with our team.

• Appeal A formal request to review a decision made by Pilates ITC, such as the result of an assessment or the resolution of a complaint.

This policy applies to:

• You, as a student of Pilates ITC.

• Pilates ITC staff responsible for managing complaints and appeals.

The first step in this process is connect with us directly. We welcome having a phone conversation with you, however we are happy to receive your feedback through email if this feels more comfortable for you initially. Our internal process is designed to resolve matters quickly, supportively and with your privacy and discretion in top priority.

We’re here to listen, help, and walk alongside you through any challenges.

Start by having an open conversation with the relevant Educator, Student Support staff member or Training Manager. Many concerns or misunderstandings can be sorted out quickly this way and we are dedicated to finding a quick and positive resolution.

If things don’t resolve informally, you can submit a formal complaint in writing to the Student Support Team. Please include:

• A clear description of what you feel has gone wrong

• Any steps you’ve already taken in attempt to resolve it

• Any relevant supporting documents or evidence

You’ll receive written confirmation that we have received your complaint within five (5) business days.

Your concern will be reviewed by the Training Manager or their delegate, who may:

• Speak with those involved including yourself

• Review relevant documentation

• Take other steps to understand the matter fully

We aim to resolve complaints within ten (10) business days and will provide you with a written outcome at the conclusion of the complaint.

If you're not satisfied with a decision (about assessments, complaints, or otherwise), you may lodge a formal appeal within ten (10) business days of receiving the outcome that you wish to appeal.

We’ll confirm that we've received your appeal within five (5) business days.

An applicable member of our management team (who did not issue the decision being appealed) will conduct an impartial review.

We aim to resolve appeals within ten (10) business days and will provide you with a written outcome at the conclusion of the appeal.

Please note that this decision is then final.

If you need help at any point in this process, our warm and knowledgeable Student Support Team is ready to assist you. Just head over to our Contact Us page for details.

This policy aligns with the Standards for RTOs 2025, specifically:

Outcome Standard 2 – Learner Protection and Support

• Clause 2.7: You have access to a fair, transparent, and timely complaints process that supports your right to be heard and ensures your concerns are addressed respectfully.

• Clause 2.8: You have the right to appeal decisions that affect your training, and appeals are handled independently, fairly, and without bias.

• Clause 2.9: You are informed of your rights and responsibilities, including how to lodge a complaint or appeal, and what to expect from the process.

Outcome Standard 4 – Continuous Improvement and Accountability

• Clause 4.4: Feedback, complaints, and appeals are used to inform continuous improvement and strengthen the quality of training and support services.

Compliance Requirement 17 – Third-Party Arrangements

• Where applicable, complaints and appeals involving third-party providers are managed in accordance with the same principles of fairness, transparency, and procedural integrity.

Disclaimer

This Policy / Procedure, when printed, becomes an uncontrolled document.

Policy# P-COU-049

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