Grievances, Complaints and Appeals Policy and Procedures [Academic]

Purpose

This procedure describes the process by which students and prospective students may have problems of an academic nature addressed effectively, efficiently, professionally and confidentially.

Scope

This policy and procedure applies to all persons enrolled with or seeking enrolment with the inspiritive for the delivery of education, training and assessment services, (approved courses and units of study) including those who are or would be entitled to VET FEE-HELP assistance under clause 43 of schedule 1A of the Higher Education Support Act 2003 and clause 45(1).

Students of the Inspiritive are entitled to use the grievance procedures set out in this policy, regardless of the location of the campus of the school at which the grievance has arisen, the student’s place of residence or the mode in which they study. This procedure is free of charge.

Related References and Standards

This procedure relates to the Department of Education Employment and Workplace Relations (DEEWR) standards, (for students and persons seeking entitlement to FEE-HELP assistance and VET FEE-HELP assistance) and the Australian Quality Training Framework Standards (AQTF 2007) (2.6) or any other responsibilities under statute or any other law.

Availability

All students and prospective students will be provided access to the Inspiritive’s Grievance Policies and Procedures via the Institute’s website www.inspiritive.com.au

Definitions

A grievance, complaint or appeal is deemed to be dissatisfaction with the procedures, outcomes or the quality of service provided by employees of the Inspiritive in relation to academic matters. Academic matters arise from events occurring at a provider or from decisions made by a provider and will cover issues such as:

• Student assessment
• Decision regarding student progress
• Curriculum and awards in a course

A grievance, complaint or appeal is deemed to be a formal grievance, complaint or appeal when it is lodged in writing with Inspiritive

Policy

All disputes or grievances will be handled professionally and confidentially in order to achieve a satisfactory resolution.

All parties will have a clear understanding of the 3 stages involved in the grievance procedure.

Each appellant/complainant will be provided with the opportunity to present his or her case at each stage of the grievance process.

All grievances will be managed fairly and equitably and as efficiently as possible.

The complainant and respondent will not be victimised or discriminated against in any of the stages set out in this policy, or as a result of a grievance being raised.

Inspiritive will encourage the parties to approach a grievance with an open view and attempt to resolve issues through discussion and conciliation. The policy provides an avenue for most grievances to be addressed. However, where a grievance cannot be resolved through discussion and conciliation following the stages set out internally, Inspiritive acknowledges the need for an appropriate external and independent agent to moderate between the parties, as set out below.

Inspiritive will endeavour to resolve any grievance referred to it by the Victorian Registration and Qualifications Authority (VRQA) within ten working days of its receipt of the complaint.

This policy is communicated to academic and support staff through the Procedures Manual and the Institute’s website. The Managing director is responsible for the training of academic staff in the application of the policy.

At all stages of the process, the complainant and/or respondent have the right to be represented by a third person (such as a family member, friend, counsellor or other professional support person) if they so desire.

Discussions relating to complaints, grievances and appeals are to be recorded in writing during each stage of the process. Reasons and a full explanation in writing for decisions and actions taken as part of the procedures will be given, if requested, by the complainant and/or respondent.

Students of Inspiritive are entitled to use the grievance procedures set out in this policy, regardless of the location of the campus of the school at which the grievance has arisen, the student’s place of residence or the mode in which they study.

Student Privacy

Inspiritive acknowledges and respects the privacy of students. It is required under the Privacy Act 1988 (Cwth) to comply with the national Information Privacy Principles in respect of the collection, use and disclosure of personal information from individuals. (Refer to the Inspiritive Privacy Statement and Policy available on the website, www.inspiritive.com.au and the Personal Information Procedures.) Records of all grievances, applications for review of decisions and outcomes of the grievance process will be kept for a period of five years. These records will be strictly confidential and filed in a separate file (not kept on the student or staff file) and stored in the office of the Managing Director for a period of five years. Parties to the complaint will be allowed supervised access to these records at the discretion of the Principal or Deputy Principal.

Grievance Procedures

Students or people seeking to enrol in any accredited course of Inspiritive have access to a three stage academic grievance process which is set out below.

Each stage is free of charge.

Stage 1

Initially, complaints and grievances should be discussed with the assessor.

The complaint will be documented and a resolution will be sought within 14 days of receipt of the complaint.

Stage 2

If dissatisfied with the response to the complaint or the time taken to resolve the matter under stage 1, the complainant may submit the complaint in writing to the Managing Director. The Managing director will arrange for a second assessment by another assessor within a reasonable time, normally within 15 days of receipt of the complaint.

Stage 3

If not satisfied with the decision in stage 2, the complainant may request that the matter be further reviewed by an external dispute resolution process, by the body appointed by Inspiritive for that purpose.

The details of this external body and contact person are as follows:

Australian Council for Private Education and Training (ACPET)
Executive Officer, Victoria
PO Box 551
East Melbourne, Vic 8002
Tel: 03 - 9416 1355

This final stage will be addressed within 30 days.

If ACPET makes recommendations in relation to a grievance they have reviewed, ACPET will forward these recommendations within 14 days to the Managing Director or his delegate who will ensure that the recommendations are implemented within 21 days.

Note

The procedures set out in this document do not replace or modify procedures or any other responsibilities which may arise under statute or any other law.