Legal

Appeals

Medical Administration Training seeks to deal directly and transparently with any appeal from a client. This policy relates to a situation where, for example, a client appeals against a decision relating to assessment.

• The appeal must be submitted by the client in writing.
• The appeal must be submitted to this organisation within fourteen (14) days of completion of the training course.
• Where possible, the appeal will be heard within fourteen (14) days of receipt of the appeal.
• The appeal will be heard by an independent person or panel.
• Should an appeal outcome require a re-assessment, then the independent person/panel will be required to have the appropriate qualifications and industry competence to be able to make a fair and valid assessment.
• The appellant has the opportunity to formally present the appeal once the appeal is received in writing.
• The outcome of the appeal will be recorded in writing including reasons for the decision.

Customer Grievances

Medical Administration Training undertakes to respond to any complaint from a client in a constructive and timely manner.

• Any complaint from a client must be in writing.
• Any complaint will be investigated by the directors of MAT.
• A decision made by MAT will also be in provided in writing to the client within 14 days of receipt of the complaint.
• The complainant may appeal a decision taken by MAT within 14 days of receipt of the decision.

• The appeal will be heard within a reasonable time frame by an independent person or panel mutually agreed to by both the complainant and the directors of MAT.
• The appellant will be provided with a written statement of the appeal’s outcome together with the reasons for the decision as soon as reasonable.

Grievance Procedures

Medical Administration Training Pty Ltd undertakes to respond to grievances in the following manner:

• Grievances should be in writing.
• The appeal will be investigated by the directors of Medical Administration Training Pty. Ltd.
• The grievance must be received within two (2) weeks of course completion.
• The appeal will be heard within fourteen (14) days of receipt of complaint.
• The appeal outcome will be issued as a written statement within two weeks of the appeal decision.
• The decision of the directors will be final.

Discipline Policy

Medical Administration Training Pty. Ltd. takes all matters of discipline seriously and takes responsibility for the exercise of discipline in the interests of its clients and its ability as a training organisation to deliver training and its outcomes in a manner acceptable to the organisation and its clients.
The Discipline Policy seeks to address breaches of the expected standards and accepted standards of behaviour tolerated by the society in which this organisation operates its training. Medical Administration Training Pty.Ltd. reserves the right to determine what a “breach of discipline” is for the purposes of this policy.
Such breaches can be identified by the following BUT are not necessarily limited to the following:

• Cheating in assessment
• Disruption of a class of clients
• Discriminatory behaviour
• Harassment of a staff member/s
• Harassment of another client in class
• General misbehaviour in the training session which, in the trainer’s opinion, prevents the learning and development of the other client or clients; this may include unwillingness to follow a reasonable instruction or direction from the trainer.

Overview

A disciplinary breach is any behaviour by one or a group of clients which causes discomfort to the other clients and, in doing so, limits the latter’s opportunity to fulfil their goals whilst attending the training session/s.
Treatment of Breaches of Discipline
Medical Administration Training Pty. Ltd. will consistently seek to provide the most appropriate atmosphere for training and learning and so will meet its responsibilities to its clients wherever and whenever possible whilst such clients are in class during the specified periods of instruction.
In the interests of our clients, should any breach of discipline occur, the following steps will be followed:

• Any activity directly observed and perceived by the trainer to be detrimental to good class discipline will be dealt with at that moment by the trainer who has the full support of this training organisation.
• Any complaint or grievance against another client/s or trainer must be placed in writing stating clearly what actually happened during the training session.
• The matter will then be fully investigated by this organisation.

Such investigation will include:

• Consulting the complainant.
• Consulting the alleged perpetrator/s
• Establishing the facts of the situation
• Analysing the problem.
• Resolving the problem through conciliation where necessary.

Any recurrence of a breach by the same perpetrator may lead to the exclusion of this person/s from the remainder of the training program.
A severe breach of discipline (assault, theft) may cause this organisation to exclude the clients or clients deemed in breach from the remainder of the training program.