1. Principles
The Institute is committed to provide a fulfilling and rewarding learning experience that enables students to achieve their full academic potential. Feedback is welcomed as a mechanism for continuous improvement.
Wherever possible complaints will be resolved by a process of discussion, cooperation and, where appropriate, as soon as possible after an issue or situation has occurred. Complaints will be acknowledged and handled promptly. Complaints will be treated sensitively having due regard to procedural fairness and confidentiality.
2. Types of Complaint
There are different types of complaint within the scope of this procedure.
2.1 Complaints about academic decisions and matters
Students may make a complaint about academic decisions and matters where any of the following apply:
- The matter has not been able to be resolved under the relevant institute policy or procedure
- The complaint relates to a lack of procedural fairness or inconsistent application of University policy or procedure
2.2 Complaints about a person
Students may make a complaint relating to the behavior of:
- Other students of the institute
- Academic staff
- Professional and technical staff
- People external to the University with whom students interact as part of a program of study such as, but not limited to, work experience, industrial or other practicums
The behavior of red learning staff is governed by relevant employment and/or enterprise agreements and red learning staff policies and procedures. Where a complaint relates to behavior that is governed by one or more staff agreements, the complaint will not be investigated using this procedure, and will instead be managed in accordance with the relevant staff agreement(s).
Complaints under this category may include but are not limited to: ethical and integrity issues, conflict of interest, fraud, bribery, dishonesty, favoritism, discrimination, victimization, vilification, bullying and harassment.
2.3 Complaints about administration or process
Students may make a complaint relating to: administrative issues or processes including complaints of mismanagement, unreasonable decisions, inconsistent application of institute policy or procedure, denial of procedural fairness, failure to provide rights, incorrect advice leading to detriment.
3. How complaints are handled
In most circumstances the institute follows a three stage complaints handling model:
Normal process: Resolving complaints through an informal process which aims to sort out complaints as quickly and as close to the source of complaint as possible. This approach is generally considered suitable for straight forward issues or matters that are urgent but not serious.
Management process: If the complaints or issue is not sorted in normal process in appropriate way. Management will take over the complaint to resolve the issue or complaint as soon as possible.
Appeal. A complaint may appeal a decision made by the student in the Higher Authority investigation on the grounds of lack of procedural fairness only. No appeal is available in respect of the substantive merits of the investigation.
