This document outlines the complaints and appeals policy and procedures for Community Training Australia Pty Ltd. It details the process students should follow if they have an academic complaint, including initially speaking to the relevant department, and then making a formal written complaint if unresolved. It describes an appeals process if the student is unsatisfied with the initial complaint outcome, including the option to seek an independent external review. The policy aims to ensure all complaints are handled fairly, confidentially and in a timely manner.