Complaints and Appeals Procedure

The College has a complaints and appeals procedure to provide students with a fair and equitable process for resolving any complaints or appeals they may have. The complaints and appeals procedure includes a requirement that an independent mediator will be appointed if the student is dissatisfied with the process undertaken by the College.

Complaints are to be submitted through a Complaint Form.

A complaint may be about:

  • Your trainer
  • A staff member
  • Another student
  • You have experienced bullying or inappropriate behaviour
  • An incident that has occurred
  • College facilities
  • An assessment result or the conduct of an assessment

The College has a complaint escalation process and requests that before making a complaint, you discuss any class matters with your trainer first.

If you have any concerns about your assessment results, please discuss these with your trainer during the term or with Student Services if the term has already finished to find out if you can get an Assessment Appeal.

If your trainer is unable to resolve the issue or you have a complaint about your trainer or another student or an issue unrelated to your class, please see Student Services for assistance.

If the matter is unable to be resolved by Student Services, and you wish to make a formal complaint, Student Services will give you a Complaint Form and assist you to complete it. The College will acknowledge your complaint within 5 working days and attempt to resolve the matter within 21 working days but no longer than 60 calendar days. Should it take longer than this, we will advise you in writing.

Assessing and responding to the internal complaint:

  1. Once the complaint has been lodged, the complaint may be discussed in the weekly management meeting or in the office amongst the management, and/ or any relevant staff members.
  2. Each appeal is investigated and evaluated by a person or panel independent of the complainant.
  3. The student may receive a written statement of the outcome or be invited to a meeting where they can discuss the complaint further.
  4. In some circumstances a meeting may be arranged with Australian International College and the said complainant before a written outcome may be issued to the student. This is based on the extent of the complaint/appeal. (The complainant may be accompanied by a support person at any time during meetings).
  5. If the complaint is substantiated and favours the student, the management will ensure that the necessary action/changes are implemented as soon as practicable.
  6. If the complaint is unsubstantiated and favours the college, the student has 10 working days in which the student can engage an external party to appeal.
  7. All complaints will be scanned and saved in the student’s folder and the Complaints and Appeals Folder

Making external complaints and getting help

If you are an international student and you cannot resolve your complaint, you can approach the Overseas Students Ombudsman. Visit the website of the Overseas Students Ombudsman for more information about what they do and how they help students at http://www.oso.gov.au/.