1. Purpose
This procedure explains how Motus Institute receives, manages and resolves participant complaints, grievances and appeals. It is designed to ensure that concerns are handled fairly, respectfully, confidentially and as quickly as practicable.
2. What this procedure covers
· Complaints or concerns about course information, enrolment, communication, course access, learning materials, delivery, presenter conduct, participant conduct, assessment processes, assessment outcomes, certificates or support.
· Appeals against an assessment result, completion decision, course access decision or other decision that affects a participant’s progress or completion.
· Refund requests and concerns about fees, inclusions or access, in line with the refund position statement in this procedure.
3. Guiding principles
· Participants will not be disadvantaged for raising a concern or appeal in good faith.
· Concerns will be treated confidentially and shared only with people who reasonably need the information to review and resolve the matter.
· All parties will be given a fair opportunity to provide relevant information.
· Decisions will be based on available evidence, course requirements, published policies and principles of fairness.
· Motus Institute will keep appropriate records of complaints, appeals, outcomes and improvement actions.
4. Informal resolution
Where appropriate, participants are encouraged to first raise the issue informally with Motus Institute by email or through the course support channel. Many issues, such as access problems, clarification requests or misunderstandings, can be resolved quickly at this stage.
5. Formal grievance process
1. Submit the grievance in writing to Motus Institute, including the participant’s name, contact details, course name, a clear description of the concern, relevant dates, supporting documents and the outcome sought.
2. Motus Institute will acknowledge receipt within 5 business days where practicable.
3. A suitable Motus Institute representative will review the grievance. Where the concern relates to a specific staff member, presenter or assessor, the matter will be reviewed by someone who is as independent from the issue as practicable.
4. Motus Institute may request further information, speak with relevant parties and review enrolment records, course materials, assessment records, platform records or correspondence.
5. Motus Institute will aim to provide a written outcome within 20 business days of receiving all required information. If more time is required, the participant will be advised of the reason and expected timeframe.
6. The written outcome will explain the decision, the reasons for the decision and any corrective action, support option, reassessment option or refund consideration where relevant.
6. Appeals process
A participant may appeal an assessment result or course decision if they believe the decision was incorrect, unfair, inconsistent with published requirements, affected by an administrative error, or affected by circumstances that were not properly considered.
1. The appeal must be submitted in writing within 10 business days of the participant being notified of the decision, unless exceptional circumstances apply.
2. The appeal should include the decision being appealed, the reason for the appeal, supporting evidence and the outcome sought.
3. Motus Institute will acknowledge the appeal within 5 business days where practicable.
4. An appropriately qualified person who was not the original decision maker, where practicable, will review the appeal.
5. The reviewer may uphold the original decision, vary the decision, request further assessment evidence, offer reassessment, require additional feedback to be provided, or take other reasonable corrective action.
6. Motus Institute will aim to provide a written appeal outcome within 20 business days of receiving all required information.
7. Reassessment position
· Participants who do not meet assessment requirements will be given clear feedback about the area that requires improvement.
· A reasonable reassessment opportunity will be made available in line with the course assessment requirements.
· Additional fees, time limits or conditions for further reassessment attempts will be clearly communicated if applicable.
8. Refund position statement
· Refund requests will be considered in line with the published Motus Institute enrolment terms, Australian Consumer Law and the circumstances of the request.
· A refund may be considered where Motus Institute is unable to provide the course as advertised, where a major access or delivery issue cannot be resolved within a reasonable timeframe, or where required by law.
· A refund will not usually be provided simply because a participant changes their mind after accessing course materials, does not complete the course, does not pass an assessment, or experiences a change in personal circumstances, unless the published enrolment terms or applicable law provide otherwise.
· Where a full refund is not appropriate, Motus Institute may consider alternatives such as extended access, transfer to a later intake, partial refund, additional support or reassessment options.
9. External options
If a participant remains dissatisfied after Motus Institute has completed the grievance or appeal process, the participant may seek advice from an external consumer protection body, industry association, professional
registration body or other appropriate external authority. Motus Institute will cooperate with lawful and reasonable external review processes.
10. Continuous improvement
Motus Institute will use complaints, appeals and feedback to identify opportunities to improve course information, learner support, assessment processes, platform access, communication and program quality.
11. Contact
Participants may submit grievances, appeals and refund requests using the support email and contact details provided in the course enrolment materials and learning platform.
