Complaints & Appeals Policy

1. Purpose

High Risk Interactive Pty Ltd (ABN 86 698 642 643) is committed to providing a fair, transparent, and accessible process for handling complaints and appeals. This policy covers all complaints related to our Platform, services, and interactions — including service delivery, assessment decisions, privacy concerns, accessibility issues, and AI-related decisions.

This policy supports the requirements of the Standards for RTOs 2025 (Compliance Standard 6 — Complaints and Appeals) and the Australian Consumer Law.

2. Scope

This policy applies to:

• Learners enrolled in courses delivered through the Platform
• RTO clients using the Platform for training delivery
• Trainers and assessors using the Platform
• Employers and supervisors associated with learner enrolments
• Any individual affected by our services or decisions

Types of complaints covered:

• Service complaints: Platform availability, feature issues, billing disputes, support response times
• Assessment complaints: Assessment outcomes, marking decisions, competency judgements
• AI-related complaints: AI-assisted marking decisions, AI tutor responses, automated decision-making concerns
• Privacy complaints: Data handling, breaches, access requests (see also our Privacy Policy)
• Accessibility complaints: Barriers to access, reasonable adjustment requests (see also our Accessibility Statement)
• Conduct complaints: Behaviour of staff, trainers, or other users

3. Principles

• Accessible: The complaints process is free, easy to access, and available to all users
• Fair: All complaints are treated seriously, investigated impartially, and decided on merit
• Timely: We aim to resolve complaints within defined timeframes
• Confidential: Complaints are handled confidentially. Information is only shared with those who need to know to investigate and resolve the complaint
• No disadvantage: Making a complaint will not result in any adverse action against the complainant. Victimisation of a complainant is a serious matter and will be dealt with accordingly
• Documented: All complaints and outcomes are recorded for quality improvement and audit purposes

4. How to Make a Complaint

Step 1 — Informal Resolution

Where possible, we encourage you to raise concerns directly with the relevant person (your trainer, your RTO administrator, or our support team). Many issues can be resolved quickly through direct communication.

Step 2 — Formal Complaint

If the issue is not resolved informally, or you prefer to lodge a formal complaint, contact us:

Your complaint should include:

• Your name and contact details
• Your organisation (if applicable)
• A clear description of the issue
• The outcome you are seeking
• Any supporting evidence or documentation
• For AI-related complaints: the date, feature used, and what went wrong

Lodge a Complaint or Appeal Online

You can lodge directly here — it goes straight onto our complaints & appeals register.

Lodge complaint

Prefer email? complaints@highriskinteractive.com.au works too — both paths land on the same register.

5. How We Handle Complaints

5.1 Acknowledgement

We will acknowledge your complaint within 2 business days and assign a complaint reference number.

5.2 Investigation

The complaint will be investigated by an appropriate person who was not involved in the original issue. For AI-related complaints, this includes reviewing system logs, AI outputs, and assessment records.

5.3 Resolution

We aim to resolve complaints within 20 business days. If we need more time, we will inform you of the reason for the delay and the expected resolution date.

5.4 Outcome Notification

You will be notified of the outcome in writing, including:

• The findings of the investigation
• The decision and reasons
• Any actions taken or remedies offered
• Your right to appeal the decision

6. Appeals

If you are not satisfied with the outcome of your complaint, you may lodge an appeal within 20 business days of receiving the decision.

6.1 Internal Appeal

Your appeal will be reviewed by a senior person who was not involved in the original complaint or decision. The appeal will be resolved within 20 business days.

6.2 External Review

If you are not satisfied with the internal appeal outcome, you may seek external review through:

• Assessment complaints (RTO-related): Contact ASQA at asqa.gov.au/complaints or 1300 701 801
• Privacy complaints: Contact the OAIC at oaic.gov.au or 1300 363 992
• Accessibility/discrimination complaints: Contact the Australian Human Rights Commission at humanrights.gov.au/complaints or 1300 656 419
• Consumer complaints: Contact the ACCC at accc.gov.au or your state/territory consumer protection agency
• General disputes: Contact the Australian Disputes Centre (ADC) for mediation

7. AI-Specific Complaints

For complaints about AI-assisted decisions (marking, tutoring, question generation):

• You may request a full human reassessment of any AI-influenced assessment decision at no cost
• You may request an explanation of how AI was used in any decision affecting you
• You may opt out of AI-assisted marking for future assessments
• AI complaints are logged and reviewed for systemic issues

To request an AI review: email complaints@highriskinteractive.com.au with subject line "AI Review Request".

For full details on our AI use, see the AI Transparency Statement.

8. Record Keeping

All complaints and appeals are recorded, including:

• Date received and complaint reference number
• Nature of the complaint
• Actions taken and investigation findings
• Decision and outcome
• Date of resolution

Complaint records are retained for 5 years for quality improvement and ASQA audit purposes.

9. Continuous Improvement

Complaint data is reviewed quarterly to identify trends, systemic issues, and opportunities for service improvement. Findings are reported to management and used to improve our Platform, services, and processes.

10. Contact