Complaints Policy
International Horse College has a complaints policy to manage and respond to allegations involving the conduct of:
a. International Horse College, its trainers, assessors, or other staff
b. A third party providing services on behalf of International Horse College, including its trainers, assessors, or other staff
c. A learner of International Horse College
Appeals Policy
International Horse College has an appeals policy to manage requests for a review of decisions, including assessment decisions, made by:
a. International Horse College, or
b. A third party providing services on behalf of International Horse College
Principles and Availability
The complaints and appeals policies of International Horse College:
a. Ensure the principles of natural justice and procedural fairness are upheld at every stage of the process
b. Are publicly available
c. Outline the procedure for lodging a complaint or requesting an appeal
d. Ensure all complaints and appeals are acknowledged in writing and finalised as soon as practicable
e. Provide for review by an appropriate party independent of International Horse College and the complainant or appellant, upon request, if the process does not resolve the issue
Timeframe and Communication
Where more than 60 calendar days are required to process and finalise a complaint or appeal, International Horse College will:
a. Inform the complainant or appellant in writing, providing reasons for the delay
b. Provide regular updates on the progress of the matter
Recordkeeping and Continuous Improvement
International Horse College:
a. Securely maintains records of all complaints and appeals and their outcomes
b. Identifies potential causes of complaints and appeals, and implements corrective actions to eliminate or mitigate the risk of recurrence
Special Provisions for Employers and Volunteer Organisations
Where International Horse College delivers training solely to employees or members of an employer or volunteer organisation that does not charge fees and does not maintain its own specific complaints and appeals policy:
The organisation must have a complaints and appeals policy sufficiently broad to cover the services provided by International Horse College
