We have processes in place for all course participants to lodge complaints and/or grievances in relation to any matter other than academic decisions in relation to a course or service offered by our organisation.

The complaint/grievance procedure allows for:

• An informal approach to the person with whom the student has the complaint/grievance.
  
• An opportunity for the person to formally present his or her case.
  
• A staff member or the student support officer who has not been involved in the grievance to review the complaint/grievance.
  
• An independent review by an external grievance consultant or appropriate body.

All complaints and/or grievances are recorded in writing on the complaint/grievance register and reviewed at executive committee meetings. Results of all grievances are communicated in writing to the student and a copy of this communication is also kept on file, both on the complaints register and in the student's individual file clearly stating the reasons for the decision and its outcomes.

Complaint and Grievance Procedure

1. Speak to the person with whom you have the complaint/grievance with and try to resolve the issue or problem (Informal approach)

If Unresolved
2. Speak to your Lecturer (Now recorded in writing)

If Unresolved
3. Speak to the Director of Studies (Possible independent person. Other options available for independent person)

If Unresolved
4. Make an appointment with the Director Programs

If required at any stage during the grievance procedure the student support officer or another member of staff is also available for confidential appointments or review the compliant/grievance. This person may act as a mediator if necessary between students or students and staff. If this is not suitable the appellant will be supplied with the details of ACPET to assist and act as the independent body during the appeal process.

If the student is still not satisfied with the resolution of the grievance, they are able to seek advise and further assistance from the authorities listed below:

Anti-Discrimination Board
Level 17, 201 Elizabeth St
SYDNEY NSW 2000
Ph: (02) 9268 5544

Department of Fair Trading
Level 21, 227 Elizabeth St
SYDNEY NSW 2000
Ph: 13 32 20

ACPET
Suite 12, Level 1, 123 Clarence Street
SYDNEY NSW 2000
Ph: (02) 9299 4555