Complaints and Appeals

Informal Grievance Resolution

Students are encouraged to resolve their grievances informally in the first instance by making an initial approach to the relevant staff member or student to discuss the matter.

Informal Appeal Form

Formal Grievance Resolution

If a grievance is not resolved informally, the student may lodge a formal grievance in writing to the Student Services Manager within 20 working days of the incident or issue occurring. Students should initiate the formal grievance using the formal grievance form.

Formal Appeal Form

All appeals will be treated carefully and confidentially. The Dean may appoint an appropriate and independent member of staff or Grievance Committee to manage the appeal and consult with the student normally within 5 working days of the receipt of the grievance. Within 10 working days following the consultation, the Dean or the appointed staff or Grievance Committee will provide a written report to the student outlining the steps taken to address the appeal, including the reasons for the decision.

Second level formal grievance or appeal

A student may appeal the resolution of the formal grievance within 20 days of receiving the report in writing to the Dean. Students should fill out the Student Appeal Committee Form

Student Appeal Committee Form

Appeals at this level will involve a hearing where the student can present their case. This hearing is the highest level internal appeal.

The Dean will ensure that a recommendation in favour of a student is implemented immediately. For further details, please refer to the  Student Grievance Management Policy and Procedure located in the Policy Library.

External Appeal

Domestic Students
If a domestic student is dissatisfied with the internal appeals resolution, or manner in which the appeal has been handled by the Academy, the Academy will refer the student to an external reviewer (Resolution Institute).

International Students
If an international student is dissatisfied with the internal appeals resolution, or manner in which the appeal has been handled by the Academy, the Academy will refer the student to the Overseas Students Ombudsman (OSO) and the external process provided for under the Education Services for Overseas Students (ESOS) Legislation Amendment Act 2011.